WhatsApp enquiry management, from first message to recorded outcome.

Clientlo turns each WhatsApp enquiry into a case with one owner, a deadline and an outcome, so nothing depends on someone remembering to scroll back.

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Why enquiries get lost in WhatsApp.

A chat list shows what arrived most recently. It does not show who is responsible, what comes next or how the enquiry ended.

owner
Several people can see a chat, so each can assume someone else has it.
next step
Whether documents are missing or a quote needs chasing lives in somebody's head.
outcome
The chat just goes quiet. Later, nobody can say if the customer paid, left or never heard back.

How an enquiry moves through Clientlo.

The same path for every enquiry, in the order your team works.

  1. A case opens

    The customer messages your business number. Clientlo opens a case tied to that contact. One contact can hold many separate cases.

  2. A named owner

    The case goes to an available employee eligible for that service and language, with the fewest open cases. If nobody fits, it waits in an unassigned queue for a manager.

  3. Picked up and answered

    The owner acknowledges the case and replies. These are recorded separately, each against its own clock.

  4. Documents and quote

    A checklist shows what has arrived. Quotes get an ID, a version and totals computed in code.

  5. Follow-up or transfer

    The owner sets the next follow-up. If the case should move, a transfer goes to a manager with a reason.

  6. A recorded outcome

    Every closed case says how it ended. Completed and paid are separate facts, and a lost case needs a reason.

What it does not do.

  • It does not qualify, price or answer customers by itself. People make those calls.
  • The document checklist records that a file arrived. It never decides if the document is officially acceptable.
  • Clientlo does not send quotes on its own. A person reviews each quote and a person sends it.
  • It is built for one business WhatsApp number and teams of 3 to 30 staff, not for bulk campaigns or broadcasts.

Questions.

What is the difference between an enquiry and a contact?
A contact is the person. An enquiry becomes a case about one need. A returning customer keeps one contact record and gets a new case each time, so past work stays separate and easy to find.
How are enquiries assigned?
Each new case goes to an available employee eligible for that service and language, starting with whoever has the fewest open cases. A manager can reassign any case at any time.
What happens when nobody is eligible?
The case waits in an unassigned queue that managers see. Staff see only a short summary of it, such as the service, language, region and wait time, not the messages or the contact.
Can we see why we lost an enquiry?
Yes. A case cannot be closed as lost without a reason, and reopening a case keeps its history.

Read next

WhatsApp shared inboxFollow-up deadlinesAll featuresFor managersIndustries

Founding access is open to the first five businesses.

We set Clientlo up with you, at a founding discount that stays locked. In return we ask for a case study and a reference call.

Apply for founding accessSee how it works
  • Onboarding is done with you, not left to you
  • One business WhatsApp number, 3 to 30 staff
  • We reply to every application personally