Answer Project and Order Questions from Capsule CRM on WhatsApp
This recipe lets customers ask how their order or job is going and get the answer from Capsule in the same chat. Part of connecting Capsule CRM to WhatsApp and AI chat.
What happens today
Customers message to ask when their job will start or whether their order is ready. The owner is on site or with another customer, so the reply waits. The stage was already updated in Capsule.
The flow that works
- The customer asks about their order or job.
- AeroChat finds their person in Capsule by phone number or email.
- It finds their open projects and reads the stage and owner.
- It tells them where things stand in plain words.
- If they need something, it creates a task for the owner.
The recipe
Copy this into AeroChat
When a customer asks about an order, a job or work we are doing for them, follow these steps.
- Find their person in Capsule by the phone number they message from. If there is none, ask for their email and search by that.
- Find the open projects linked to the person or their organisation. If there is more than one, list them by name and ask which one they mean.
- Tell them the current stage in plain words. For example, Scheduled means we have a date booked, and In Progress means work has started (example stages).
- Tell them who owns the project and the expected close date if one is set.
- If they want to change something or ask a question we cannot answer from the record, create a task for the owner with what they asked, due the next working day (example). Tell them the owner will reply.
- If they raise a complaint, hand the conversation to the owner.
Only share these details if the phone number they message from, or the email they give, matches the record. If it does not match, ask for the email on their account and check again. If it still does not match, hand the conversation to our team. Do not share prices or notes from the record. Reply in the customer’s language.
Change the stage descriptions to match your project boards in Capsule before you paste it.
What to connect
- Capsule CRM. Create a personal access token under My Preferences, then API Authentication Tokens, from a user who can see the team’s projects. Paste it in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Capsule CRM, then switch it on. If it built the connection from Capsule CRM’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which project stages AeroChat explains, and in what words.
- Whether it shares the owner’s name and dates.
- Which requests go straight to a person.
The result to expect
Customers get the status of their job in the chat, and the owner gets a task only when the customer needs something.
Measure it with your own numbers: status questions answered without a handover, and tasks created from chat, for a month before and after.
Next: answer project and order questions in chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Capsule CRM connection behind it. See what each channel does on the Capsule CRM integration page.
Let customers check their job in chat
Paste the recipe, add your Capsule token, and ask about one of your own test projects in the chat.
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On Shopify? Install AeroChat from the Shopify App Store.