Answer Job Status Questions on WhatsApp from monday.com
This recipe answers “how is my job going?” in chat by reading the item in monday.com, and records the question on the item so your team can see it. Part of connecting monday.com to WhatsApp and AI chat.
What happens today
A customer messages to ask when their job will be done. The person who sees it has to open monday.com, find the item, check its status and work out what to tell the customer. When that person is on site or in a meeting, the customer waits, and often messages again or calls.
The flow that works
- AeroChat finds the customer’s open item in monday.com by the phone number they are messaging from.
- It reads the item’s status and due date.
- It replies with the message you wrote for that status.
- It adds an update to the item that the customer asked, and what they were told.
- If something needs a person, it hands the conversation over with a link to the item.
The recipe
Copy this into AeroChat
When a customer asks about the status of their job, follow these steps.
- Find the open item on the Service Requests board (example) with a Phone column value that matches the customer’s number. If there is no match, ask for the name the job was booked under and look again.
- If there is more than one open item, ask which job they mean, using the item names.
- Read the status and reply with the matching message: Scheduled means “your job is booked, our team will message you the day before”, In progress means “our team is working on it now”, Done means “your job is complete, reply here if anything is not right” (examples). If the item has a due date, include it.
- Add an update to the item: “Customer asked for status on chat, told: ” followed by your reply.
- If the customer is unhappy with the answer or the job is overdue, hand the conversation to our team.
Never share internal updates or other customers’ details. Only use the messages above. Reply in the customer’s language.
Replace the status names and messages with your own before you paste it.
What to connect
- monday.com. Copy an API token from an account that can see the board and post updates on it. Paste it in when AeroChat asks.
- Your status messages. Write one customer-facing line for each status your team uses. They go into the recipe.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect monday.com, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from monday.com’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
- What the customer is told at each status.
- How the customer is identified: phone number only, or phone and name.
- When AeroChat hands over to your team.
The result to expect
Customers get an answer about their job straight away, on the channel they used. Your team stops answering the same question by hand, and every status question is recorded on the item in monday.com.
Measure it with your own numbers: status questions answered without a handover, and calls about job status, for a month before and after.
Next: turn chat requests into monday.com items.
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 monday.com connection behind it. See what each channel does on the monday.com integration page.
Answer your first status question from monday.com
Paste the recipe, add your monday.com API token, and ask about a test job yourself in the chat.
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