When chat becomes an order
Agree on a simple rule: quotes and clarifications in chat; payments and invoices in BizPlusX. Staff should not read card numbers in WhatsApp.
Scripts that save time
- Hours and delivery windows
- Return and exchange policy in plain language
- How to send a payment link or invoice reference
Escalation
One named person handles complaints so customers are not bounced between agents. Log the outcome on the customer record.
Credits and limits
Admins monitor messaging usage before bills spike. Pause campaigns when credits run low—do not silently fail customers.