Route Returning WhatsApp Customers to Their Nutshell Rep
This recipe recognises a returning customer in chat, finds them and their open lead in Nutshell, and passes the conversation to the rep who already looks after them. Part of connecting Nutshell to WhatsApp and AI chat.
What happens today
A customer you quoted last week messages the shared WhatsApp number with a follow-up question. Whoever picks it up does not know who quoted them, so they ask around, or they start again from scratch. The rep who owns the lead finds out late, and the customer repeats themselves.
The flow that works
- AeroChat searches Nutshell for the customer by phone number, then by email if they give one.
- It finds their open lead and the rep assigned to it.
- It answers general questions from your knowledge base straight away.
- When the question needs the rep, it tells the customer who will reply and hands the conversation over.
- It adds a note to the lead with what the customer asked.
The recipe
Copy this into AeroChat
When someone messages us, search Nutshell for a person with their phone number. If there is no match and they mention an email, search by email. Then follow these steps.
- If they are found, greet them by first name and check whether they have an open lead.
- If they ask a general question about our products, prices or delivery times, answer it from our knowledge base.
- If they ask about their quote, their project or a change to what was agreed, tell them the first name of the rep who looks after their account and that you have passed on their message. Then hand the conversation to the rep assigned to the lead.
- Add a note to the lead with a one-line summary of what they asked and the date.
- If they have no open lead or no assigned rep, hand over to our sales team (example) and add the note to the person instead.
Never share the details of the lead, such as its value or stage, with the customer. Reply in the customer’s language.
Change the fallback team to the one your business uses before you paste it.
What to connect
- Nutshell. Create an API key under Setup, then API keys, and note the email of the Nutshell user it belongs to. Paste both in when AeroChat asks.
- Your team in AeroChat. Add your reps as AeroChat users so the handover reaches the right person.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Nutshell, add your team, then switch it on. If it built the connection from Nutshell’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 questions AeroChat answers itself and which go to the rep.
- What the customer is told about who will reply.
- Who gets the conversation when no rep is assigned.
The result to expect
Returning customers reach the rep who knows them, with their question already written down in Nutshell. Fewer messages sit unanswered on the shared number, and customers stop repeating themselves.
Measure it with your own numbers: time from a returning customer’s message to the rep’s first reply, for a month before and after.
Next: send chat leads to Nutshell.
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 Nutshell connection behind it. See what each channel does on the Nutshell integration page.
Hand your first returning customer to their rep
Paste the recipe, add your Nutshell API key, and message your business from a number that is already in Nutshell.