Contacts and customer timeline
Every phone number becomes a contact record with attributes, tags and a chronological timeline of messages, calls, notes and campaign membership. The timeline is what makes a handover between agents possible without re-asking the customer anything.
Templates
Templates are pre-approved message formats required for business-initiated conversations. They are submitted to Meta for review and can be approved, rejected or paused based on quality.
| Category | Use | Notes |
|---|---|---|
| Utility | Order updates, appointments, alerts | Highest approval rate |
| Marketing | Promotions and re-engagement | Stricter review, opt-out expected |
| Authentication | One-time passcodes | Fixed structure |
Campaigns
Campaigns send an approved template to a segment, with scheduling and delivery reporting. Segments are built from contact attributes and tags.
Chatbot
The chatbot answers common questions and collects structured information before a human joins. It works from your instructions and knowledge, with explicit handover rules.
Analytics
- Conversation volume by day, channel and tag
- First response and resolution time
- Campaign delivery, read and reply rates
- Agent workload distribution
Status
Reporting depth is expanding as the module matures. Export tooling is in development.