Customer communication
WhatsApp integration
Omni Field sends job notifications to customers over WhatsApp, which in most African markets is the channel people actually read. Messages use approved templates, delivery is tracked, and opt-outs are honoured. There is no customer SMS channel.
What it does
- Send job notifications to your customers on WhatsApp
- Per-event templates you configure, previewed before they go out
- Delivery and reply handling through a webhook
- Opt-outs recorded and honoured
- Number provisioning through Twilio
Where it stops
- WhatsApp reaches your customers. It is not a marketing channel for Omni Field itself.
- There is no customer-facing SMS channel. WhatsApp and email are the two.
- WhatsApp requires approved message templates, so ad-hoc marketing blasts are not what this is.
Questions
- What can I send on WhatsApp?
- Job notifications to your customers: things like a technician being on the way, a job being completed, or an invoice being ready. Each event type has a template you configure and can preview before it is used.
- Can customers reply?
- Replies come back through the webhook, so a conversation is not one-way into a void.
- How are opt-outs handled?
- Opt-outs are recorded and honoured. A customer who asks to stop receiving messages stops receiving them.