Customer WhatsApp Scenarios
12 automated support scenarios via WhatsApp — covering booking, tracking, complaints, payments, emergencies, and support. Click any scenario to view the full conversation.
WhatsApp Business
AI-Powered
S-1
Book a Service
AC repair booking from category selection to confirmation
Pre-Order
S-2
Track Booking
Check active booking status and provider ETA
Order
S-3
Reschedule Booking
Change booking date and time with policy check
Order
S-4
Cancel Booking
Cancel booking with refund policy enforcement
Order
S-5
Provider Late / No-Show
Provider 30 min late, reassignment offered
Issue
S-6
Service Complaint
File complaint for poor quality with photo evidence
Issue
S-7
Request Refund
Request refund for poor service experience
Payment
S-8
Open Dispute
Escalate complaint for property damage
Issue
S-9
Payment Issues
Resolve failed payment with alternative method
Payment
S-10
Rate & Review
Rate completed service with stars, comment, and tip
Post-Service
S-11
Emergency Service
Water leak emergency with safety tip and priority dispatch
Urgent
S-12
Contact Support
Connect to human support agent for billing issue
Support
S-1: Book a Service
Pre-Order
Flow
Greeting
Need
Category
Service
Date/Time
Confirmed
WaslaCare
Online
Today
Welcome to WaslaCare! How can I help?
1. Book Service
2. Track Booking
3. Payment Help
4. Account
9:00 AM
1
9:01 AM
What type of service?
1. AC & HVAC
2. Plumbing
3. Electrical
4. Cleaning
5. Pest Control
6. Appliance
7. Emergency
9:01 AM
1
9:02 AM
Which AC service?
1. AC Repair
2. AC Servicing
3. AC Installation
4. Gas Refill
9:02 AM
1
9:03 AM
When would you like the technician?
1. Today
2. Tomorrow
3. Pick a Date
9:03 AM
2
9:04 AM
Choose time slot:
1. 8-10 AM
2. 10-12 PM
3. 2-4 PM
4. 4-6 PM
9:04 AM
2
9:05 AM
Booking confirmed! ✅
✅ Booking Confirmed
Booking: #WC-4821
Service: AC Repair
Date: Tomorrow Feb 24, 10-12 PM
Location: Villa 12 Al-Rawda
Provider: Mohammed H. ⭐4.9
Estimate: SAR 150-350
Provider will call before arrival
9:05 AM
Turns: 10 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-2: Track Booking
Order
Flow
Booking#
Status Card
ETA/Actions
WaslaCare
Online
Today
Track your booking — share number or tap below.
1. My Active Bookings
2. Enter Booking #
10:00 AM
1
10:01 AM
Here's your active booking:
📍 Booking #WC-4821
Service: AC Repair
Provider: Mohammed H.
Status: En Route
ETA: 12 minutes away
1. Call Provider
2. Message Provider
3. Done
10:01 AM
Turns: 4 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-3: Reschedule Booking
Order
Flow
Booking#
Policy Check
New Date
New Time
Confirmed
WaslaCare
Online
Today
I need to reschedule my booking
11:00 AM
Found booking #WC-4821 — AC Repair, Currently: Tomorrow, 10-12 PM. Free reschedule (>4hrs notice).
1. Feb 25
2. Feb 26
3. Feb 27
4. Pick a Date
11:00 AM
2
11:01 AM
Choose time for Feb 26:
1. 9-11 AM
2. 11-1 PM
3. 2-4 PM
4. 4-6 PM
11:01 AM
1
11:02 AM
✅ Rescheduled!
Booking: #WC-4821
New Date: Feb 26, 9-11 AM
Provider: Mohammed H.
No fee — >4hrs advance
11:02 AM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-4: Cancel Booking
Order
Flow
Booking#
Cutoff Check
Policy+Fee
Confirm
Cancelled+Refund
WaslaCare
Online
Today
I need to cancel booking #WC-4830
12:00 PM
⚠️ Cancellation Policy
Booking: #WC-4830 Deep Cleaning
Scheduled: Today 3PM (<4hrs)
Late Cancel Fee: SAR 25
Refund: SAR 175 of SAR 200
1. Yes, Cancel
2. Keep Booking
3. Reschedule Instead
12:00 PM
1
12:01 PM
Booking Cancelled
Booking: #WC-4830
Fee: SAR 25
Refund: SAR 175 → Mada *4521
ETA: Within 24 hours
Need to book again? Just say "Book a service"
12:01 PM
Turns: 4 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-5: Provider Late / No-Show
Issue
Flow
Booking#
Late Check
No GPS
Wait/Reassign/Cancel
Reassigned
WaslaCare
Online
Today
My technician for #WC-4821 hasn't shown up. 30 min!
10:30 AM
Sorry about the delay! Checking status...
10:30 AM
🚨 Provider Status Alert
Booking: #WC-4821 AC Repair
Provider: Mohammed H.
Delay: 30min late
GPS: No signal
1. Wait 15 More Min
2. Reassign Provider
3. Cancel & Refund
10:31 AM
2
10:31 AM
Found replacement!
✅ Provider Reassigned
New Provider: Ali K. ⭐4.8
Distance: 2.1 km
ETA: 18 min
No additional charge. 10% discount applied.
10:32 AM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-6: Service Complaint
Issue
Flow
Booking#
Service Type
Issue Type
Description
Evidence
Filed
WaslaCare
Online
Today
I want to file a complaint about #WC-4815
2:00 PM
Sorry to hear. #WC-4815 Deep Cleaning. Issue?
1. Poor Quality
2. Incomplete Work
3. Property Damage
4. Unprofessional
2:00 PM
1
2:01 PM
Please describe the issue in detail.
2:01 PM
Kitchen floor still has stains, bathroom skipped, sofa not cleaned.
2:02 PM
Do you have photos?
1. Send Photos
2. Skip
2:02 PM
kitchen_floor.jpg + bathroom_skipped.jpg
2:03 PM
📋 Complaint Filed
Complaint: #CMP-0412
Booking: #WC-4815 Deep Cleaning
Type: Poor Quality
Evidence: 2 photos
Review: Within 2 hours
May receive free re-service or full refund
2:03 PM
Turns: 8 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-7: Request Refund
Payment
Flow
Booking#
Eligibility
Refund Options
Full/Partial/Re-service
Processed
WaslaCare
Online
Today
Complaint #CMP-0412 on file. Eligible for refund.
1. Full Refund (SAR 200)
2. Credit (SAR 200)
3. Free Re-Service
3:00 PM
1
3:01 PM
✅ Refund Processed
Refund: #RF-2201
Amount: SAR 200 Full
Method: Mada *4521
ETA: 3-5 business days
We apologize for the poor experience.
3:01 PM
Turns: 4 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-8: Open Dispute
Issue
Flow
Booking#
Damage Type
Description
Evidence Upload
Dispute Filed
WaslaCare
Online
Today
I need to open a dispute for #WC-4790. Plumber damaged my kitchen sink!
4:00 PM
Sorry about damage. Escalating. Type?
1. Property Damage
2. Overcharging
3. Safety Concern
4. Other
4:00 PM
1
4:01 PM
Describe the damage.
4:01 PM
The plumber cracked the basin of my kitchen sink while working on the pipes. Visible crack, leaking now.
4:02 PM
Share a photo for investigation.
4:02 PM
cracked_sink.jpg
4:03 PM
🚨 Dispute Filed
Dispute: #DSP-0189
Booking: #WC-4790 Plumbing
Type: Property Damage
Evidence: 1 photo
Escrow: SAR 350 frozen
Priority: High — 24h target
Dispute specialist within 4 hours. Payment on hold.
4:03 PM
Turns: 8 | Resolution: Escalated | ● Dispute Team
WhatsApp Business API
S-9: Payment Issues
Payment
Flow
Issue Type
Booking#
Diagnosis
Alt Payment
Resolved
WaslaCare
Online
Today
My payment failed for a booking!
5:00 PM
Help with that. Type?
1. Failed Payment
2. Double Charged
3. Pending Charge
4. Need Invoice
5:00 PM
1
5:01 PM
Found issue:
⚠️ Payment Failed
Booking: #WC-4835 Pest Control
Amount: SAR 180
Card: Mada *4521 Declined
Reason: Insufficient funds
Try another method?
1. Another Card
2. Apple Pay
3. STC Pay
5:01 PM
2
5:02 PM
✅ Payment Successful
Booking: #WC-4835
Amount: SAR 180
Via: Apple Pay
Booking confirmed, provider assigned shortly.
5:02 PM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-10: Rate & Review
Post-Service
Flow
Booking Complete
Star Rating
Comment
Tip
Submitted
WaslaCare
Online
Today
Your AC Repair #WC-4821 completed by Mohammed H. Rate?
1. 1⭐
2. 2⭐
3. 3⭐
4. 4⭐
5. 5⭐
6:00 PM
5
6:01 PM
⭐⭐⭐⭐⭐ Excellent! Share a short review?
6:01 PM
Mohammed was very professional and knowledgeable. Fixed AC quickly, explained the issue, cleaned up. Highly recommend!
6:02 PM
Add a tip?
1. SAR 10
2. SAR 20
3. SAR 50
4. No Tip
6:02 PM
2
6:03 PM
✅ Review Submitted
Rating: 5/5 Stars
Review: Published
Tip: SAR 20 → Mohammed
Points: +50 loyalty points
Total: 390 points. Keep earning!
6:03 PM
Turns: 8 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S-11: Emergency Service
Urgent
Flow
Emergency
Type
Description
Safety Tip
Priority Dispatch
Confirmed
WaslaCare
Online
Today
HELP! Water pipe burst in my kitchen! Water everywhere!
7:00 PM
🚨 EMERGENCY MODE ACTIVATED. Finding nearest plumber NOW. Type?
1. Water Leak
2. Electrical
3. Gas Leak
4. Lock Out
7:00 PM
1
7:01 PM
⚠️ Safety Tip
• Turn off main water valve
• If near electrical outlets, switch off breaker
• Move valuables away from water
7:01 PM
🚨 Emergency Dispatch
Provider: Saeed R. ⭐4.9 EMERGENCY CERT
Distance: 3.2 km
ETA: 22 min
Fee: Emergency SAR 100 + service cost
1. Confirm Emergency
2. Cancel
7:01 PM
1
7:02 PM
🚨 Emergency Booking Confirmed!
Booking: #WC-4861
Service: Emergency Plumbing — Water Leak
Provider: Saeed R.
ETA: 22 min
Provider is calling you now...
7:02 PM
Turns: 8 | Resolution: Emergency Dispatch | ● Priority
WhatsApp Business API
S-12: Contact Support
Support
Flow
Topic
Agent Request
Describe Issue
Queue
Agent Connected
WaslaCare
Online
Today
How can I help?
1. Booking Help
2. Payment Help
3. Account
4. Talk to Agent
8:00 PM
4
8:01 PM
Connect to agent. Routing topic?
1. Billing Issue
2. Service Problem
3. Account Issue
4. Other
8:01 PM
1
8:02 PM
Briefly describe the issue.
8:02 PM
Charged for cancelled service, no refund after 7 days.
8:03 PM
🔄 Connecting to Agent
Ticket: #TKT-8923
Department: Billing & Refunds
Queue: #1
Wait: ~2 min
8:03 PM
👤 Sara M. from WaslaCare Support joined.
"Hi Fatimah! I'm Sara, your billing support agent. I can see the ticket about your missing refund. Let me pull up your account details..."
8:05 PM
Turns: 8 | Resolution: Agent Handoff | ● Human Agent
WhatsApp Business API