Conversation agent
Agent Studio, knowledge, appointment skill, router by stage. Human handoff keeps the thread.
Qualify, brochure, and slots — then the rest of the timeline
WhatsApp is where qualification, brochures, and slot offers happen, then voice and email continue the same buyer timeline. It is not a standalone CRM. CoPulse keeps Buyers & Tenants and Bookings on one contact: session chat inside 24 hours, approved library templates when the window closes, wallet debit per send.
- 24h session vs template
- Library + variations
- Same inbox as voice
Personal WhatsApp is not a project inbox
Property teams live in WhatsApp, then lose the thread when a broker leaves, when the 24-hour session ends, or when a launch needs an approved template. CoPulse connects the Business number under Setup → Channels (live catalog is Gupshup, not an invented Meta Cloud WhatsApp hop). Library templates sync for proactive sends. In-session, the conversation agent in Agent Studio can free-text with knowledge (brochures, floor plans). Outside the window, the same job must use an approved template or the send fails. Autonomous planners do not auto-provision an opener plus in-session plus closed-window pair today — operators still pick templates. SMS is a separate hop, not a WhatsApp-window fallback.
Where this hop sits in the job
Capture may start on web or Meta. WhatsApp is usually hop two: qualify BHK, budget, locality, send collateral, offer the appointment skill slot. Voice confirms. Email holds the long list.
- Capture elsewhere Portal, web chat, or Instagram may create the enquiry. WhatsApp continues the same Booking.
- In-session qualify RE Qualifier asks four questions and can send a floor plan from the knowledge base.
- Closed window T-24h visit reminder and launch teasers need library templates. Wallet preview before a blast.
- Handoff RM opens the omnichannel inbox. Voice and email are already on the contact.
How it runs in CoPulse
Conversation agent on WhatsApp. Growth campaigns for launches. Workflows on stage enter can send a template. Autonomous outbound may use WhatsApp after plan approve — success is sends/reads, not site visit booked. Template families: failover or sticky A/B among sendable members; paused, rejected, or red-quality templates are skipped (up to two backup variations).
Library templates
Submit/sync for approval. After 24 hours this is the only WhatsApp path that works.
Variations
A family can hold a primary plus backups. Strategy is failover or sticky_ab. If nothing is sendable, outbound should fail closed — not invent a new template.
Campaigns
Launch teasers and win-back. Preview wallet. Gupshup sends. Not SMS.
Operator setup
Organization wallet, Project number, Real Estate labels (Buyers & Tenants, Bookings).
Setup → Channels (WhatsApp / Gupshup) → Library (templates and variations) → Agents → Studio → Router → Pipeline → Growth with wallet preview. Do not add SMS.
Whitefield 3BHK from ping to reminder
A buyer messages during session. The qualifier writes budget and BHK on the deal, offers Saturday from the appointment skill, and sends the floor plan. Tomorrow the session is closed: the T-24h reminder is a utility template from Library, optionally a variation if the primary is paused. Voice still confirms pickup. Email is unused unless this is a launch digest audience. That is one playbook (site-visit booking), not a WhatsApp-only microsite.
For a launch, Growth selects matched Buyers & Tenants, shows wallet cost, and sends a marketing template. Replies reopen a session; the qualifier triages. Autonomous win-back of 60-day dormant contacts can send WhatsApp too, but you will count sends and reads until success criteria include visits. Nurture planners will not magically pair session plus template for you (GTM gap G9).
WhatsApp as one hop
Four jobs, same channel, different exits.
| Job | This channel | Other hops | Exit |
|---|---|---|---|
| Qualify | Four questions + brochure | Voice if quiet | Qualified |
| Book visit | Slot offer in session | Voice T-1 | Site visit booked |
| Launch | Marketing template | Email digest | Replied / visit |
| Win-back | Inventory template | Voice | Re-engaged |
Playbooks that use this hop
Each playbook is the full omnichannel job. This channel is one step, not a second URL tree.
Guide: WhatsApp 24-hour window
How this hop sits in the omnichannel job.
Guide →Lead qualification
BHK, budget, locality on WhatsApp, then CRM.
Open playbook →Site visit booking
Slots in chat, confirm on voice.
Open playbook →Property launch
Matched teaser; replies stay on this number.
Open playbook →Cold buyer win-back
Dormant 60d template, then a call.
Open playbook →Frequently asked questions
Sessions, templates, Gupshup, wallet.
What happens after 24 hours?
Free-text agent replies in the session fail for proactive outbound. Use an approved library template. Operators must choose it; autonomous planning does not auto-build the pair today.
Meta Cloud API?
The live WhatsApp provider in catalog is Gupshup. Connect it under Setup → Channels. Product overview: /channels/whatsapp.
What are variations?
A template family can include a primary and up to two backups. Failover skips paused/rejected/red-quality members; sticky_ab hashes a key across healthy ones. If none are sendable, do not send.
Seat fees?
No. Wallet per send.
Is this the whole product?
No. Voice, email, web, and Meta complete the job. This page is the overlay; playbooks are the jobs.
SMS fallback?
Coming soon. Not a live hop.
Related
Hub, sibling hops, product channel page, and the surface operators actually open.
Real estate hub
Buyers & Tenants, Bookings, ICPs, and jobs.
Back to hub →Phone
Visit confirmation and no-show recovery.
Open →Digests and construction updates.
Open →Omnichannel inbox
WhatsApp sits on the same Buyer as voice and email.
Explore →WhatsApp on CoPulse
WABA, templates, campaigns — product channel page.
Product channel →Wallet-only pricing
Each session or template send debits the Organization wallet.
See pricing →Connect the project number
Setup → Channels, sync templates, put the qualifier in Agent Studio, and keep voice on the same Booking.
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