Move from an inbound WhatsApp question to a reviewed reply and an owned club follow-up, while a person controls every outbound send.
A direct message is matched to the CRM by phone. For a new, non-spam contact, the workflow can create a basic player record from the WhatsApp display name and phone, so staff have a record to continue from rather than an isolated chat.
Before replying, check the linked player’s contact details, notes, communication preferences, Academy leads and recent day-by-day conversations. Open Dashboard → Players → the player → Conversations when you need customer history beside the CRM record.
The sequence below covers the operational path from inbound message to draft, approval, send, retained history and follow-up. A draft is only a proposal: the operator can revise or reject it, and only explicit approval releases the outbound message.
The workflow resolves the direct-message phone. A known phone uses its CRM player; a new non-spam contact can receive a basic CRM record, while sales or spam should not create customer follow-up.
Check name, phone and relevant CRM facts. For an inbound customer turn, context is locked to that contact rather than searching unrelated players.
Review the recent conversation context available to the assistant, including today’s unsummarized turns, plus the player’s relevant Academy leads.
Treat the assistant text as a draft. Check facts, tone, customer language, prices and promised action; request changes or reject it when needed.
Only the human approval decision releases the pending WhatsApp message. Rejection sends nothing, and no autonomous reply is permitted.
Inbound and approved outbound turns append to the day record. Staff can later read the open day’s turns or its saved daily summary from Conversations or the player profile.
The operator can create or update a task, create a meet, or record an Academy lead. A linked lead task is optional and created deliberately by staff. Customer inbound turns cannot perform these operator-only actions themselves.
Inbound customer turns cannot use operator-only meet, task or Academy lead workflows. Outbound text remains pending until a person approves it, and staff decide whether the request should become operational work.
After the reply, the operator can create or update a task, create a meet, or record an Academy lead. Tasks linked to a lead are optional and created deliberately by staff. These remain operator-supervised decisions, not autonomous actions triggered by the customer message.
Move from an inbound WhatsApp question to a reviewed reply and an owned club follow-up, while a person controls every outbound send.
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