WhatsApp — Provider Scenarios

Provider WhatsApp Scenarios — 12 Flows

Complete WhatsApp conversation trees covering jobs, schedule, payments, disputes, services, analytics, and support.

WhatsApp Business AI-Powered

S-1

New Job Alert

Review and accept incoming AC repair booking

S-2

Accept & Navigate

On the way, checklist, confirm arrival

S-3

Manage Schedule

Block dates for personal travel

S-4

Customer No-Show

Report customer not available at location

S-5

Job Cancelled

Customer cancelled, compensation + slot freed

S-6

View Earnings

Weekly earnings summary and payout details

S-7

Upload Documents

Upload insurance certificate for verification

S-8

Handle Dispute

Respond to customer complaint with evidence

S-9

Update Bank Account

Change payout bank IBAN

S-10

Update Pricing

Change service rates with market comparison

S-11

Weekly Performance

Proactive weekly performance report with tips

S-12

Contact Support

Escalate to human agent for document verification

WASLA Care

Online

Today

🔔 New Job Alert!

🛠️ AC Repair Emergency

Customer: Fatimah A. ⭐4.8

Location: Villa 12 Al-Rawda · 2.3km

Time: Today 2PM

Issue: AC not cooling + compressor noise

Est. Pay: SAR 200-400

1. Accept 2. Decline 3. Ask Question

1:45 PM

1:46 PM

✅ Job Confirmed! #WC-4821

📍 Navigation Details

Address: Villa 12 Al-Rawda, Jeddah

Distance: 2.3km · ~8min

Contact: Fatimah +966 5XX XXX XX12

1:46 PM

Reminder: arrive 5 min early. Customer rating affects visibility. 💪

1:46 PM

Turns: 4 | Resolution: Automated | ● Zero Escalation

WhatsApp Business API

WASLA Care

Online

Today

Heading to #WC-4821. Checklist:

📋 Job Checklist — AC Repair

✅ AC Repair tools

✅ Refrigerant gas

✅ Multimeter & pressure gauge

✅ Branded uniform

1:52 PM

Arrived? 1. Arrived 2. Running Late 3. Can't Find Location

1:55 PM

1:58 PM

✅ Arrival confirmed! Fatimah notified. 1. Start Service 2. Call Customer

1:58 PM

2:05 PM

🔵 Service timer started at 2:05 PM. Tap "Complete" when done. 💪

2:05 PM

Turns: 5 | Resolution: Automated | ● Zero Escalation

WhatsApp Business API

WASLA Care

Online

Today

Hi Mohammed! Schedule? 1. View This Week 2. Block Dates 3. Working Hours

9:00 AM

9:01 AM

Which dates to block? Type range and reason.

9:01 AM

March 1-3, personal travel

9:02 AM

✅ Done!

📅 Schedule Update

Blocked: Mar 1-3

Reason: Personal travel

Next available: Mar 4

This week: 8 jobs

Status shows Unavailable

9:02 AM

Turns: 4 | Resolution: Automated | ● Zero Escalation

WhatsApp Business API

WASLA Care

Online

Today

I'm at location for #WC-4840 but nobody here. 10 min waiting.

4:10 PM

Sorry Mohammed. Trying to reach customer...

4:10 PM

No response. Wait 10 more min (total 20). 1. Mark No-Show 2. Wait More 3. Call Customer

4:12 PM

4:20 PM

✅ #WC-4840 Customer No-Show

💰 Compensation

Travel fee: SAR 50 credited

Payout: Next cycle

Rating: Not affected

Customer notified, no-show fee charged.

4:20 PM

Turns: 4 | Resolution: Automated | ● Compensation Issued

WhatsApp Business API

WASLA Care

Online

Today

⚠️ Booking Cancelled

❌ Cancellation

Booking: #WC-4850

Service: Plumbing Repair

Customer: Sara K.

Was: Today 4PM

Reason: Rescheduling

Late cancel: Within 2 hours

2:15 PM

SAR 30 cancellation fee credited. 4PM slot now open. 1. View Schedule 2. OK, Understood

2:15 PM

2:16 PM

👍 Noted. I'll let you know if new bookings come in for that slot.

2:16 PM

Turns: 4 | Resolution: Automated | ● Compensation Issued

WhatsApp Business API

WASLA Care

Online

Today

Show me my earnings

10:00 AM

Which period? 1. This Week 2. This Month 3. History

10:00 AM

10:01 AM

💰

📈 Feb 17-23

Jobs: 12

Gross: SAR 4,200

Platform fee 15%: -SAR 630

Tips: +SAR 180

Net: SAR 3,750

Payout: Sun Feb 24

Bank: Al Rajhi ****7823

10:01 AM

Turns: 3 | Resolution: Automated | ● Zero Escalation

WhatsApp Business API

WASLA Care

Online

Today

I need to update my documents

11:00 AM

📄 Document Status

National ID: Verified ✅

Trade License: Verified ✅

Insurance: Expired ⚠️

HVAC Certificate: Missing ❌

1. Upload Insurance 2. Upload HVAC Cert

11:00 AM

11:01 AM

Send photo/PDF of updated insurance. Show expiry and policy number.

11:01 AM

📎 insurance-2026.pdf (2.4 MB)

11:03 AM

✅ Under review

🔍 Review Status

File: insurance-2026.pdf

ETA: Within 24 hours

Notified when approved

11:03 AM

Turns: 5 | Resolution: Automated | ● Pending Review

WhatsApp Business API

WASLA Care

Online

Today

⚠️ Dispute Filed Against You

🚨 Dispute #DSP-0189

Booking: #WC-4790 Plumbing

Customer: Fatimah A.

Claim: Property damage — cracked sink

Evidence: 1 photo

Respond within: 48 hours

1. Respond Now 2. View Evidence

3:00 PM

3:02 PM

Describe your side. Include before/after photos, arrival time, work details.

3:02 PM

Sink had existing hairline crack before I started. Noticed during inspection, informed customer. Have before-photo.

3:05 PM

📷 before-photo.jpg (1.8 MB)

3:06 PM

✅ Response submitted! Explanation and evidence recorded. Admin review 3-5 business days. Payment in escrow.

3:06 PM

Turns: 6 | Resolution: Admin Review | ● Pending Resolution

WhatsApp Business API

WASLA Care

Online

Today

I want to change my bank account

11:30 AM

Current bank:

🏦 Al Rajhi Bank

IBAN: SA44****7823

1. Change Bank 2. Keep Current

11:30 AM

11:31 AM

Enter new IBAN (starting SA):

11:31 AM

SA0380000000608010167519

11:32 AM

✅ Verified!

🏦 Bank Updated

Bank: SNB

IBAN: SA03****7519

Verification: SAR 1 test deposit in 24h

Confirm test deposit amount to activate.

11:32 AM

Turns: 5 | Resolution: Automated | ● Pending Verification

WhatsApp Business API

WASLA Care

Online

Today

I want to update my prices

2:00 PM

🛠️ Your Services

1. AC Repair: SAR 150-350

2. AC Servicing: SAR 120-200

3. AC Installation: SAR 400-800

Which to update?

2:00 PM

Increase AC Servicing to SAR 150-250

2:01 PM

✅ Updated!

📈 Pricing Update

Old: SAR 120-200

New: SAR 150-250

Market avg: SAR 130-220

💡 Min SAR 150 above avg — may reduce volume but attract higher-value bookings.

2:01 PM

Turns: 3 | Resolution: Automated | ● Zero Escalation

WhatsApp Business API

WASLA Care

Online

Today

📈 Weekly Performance Report (Feb 17-23)

🏆 Stats

Completed: 12 of 14 jobs ✅

Acceptance: 92% ✅

Rating: ⭐4.85

On-time: 100% ✅

Repeat customers: 4

Tips: SAR 180

Jeddah AC rank: #3

8:00 AM

🏆 Great work! Top 5% of AC providers in Jeddah. 💡 Tip: 1 five-star review away from "Top Pro" badge! 1. View Detailed Report 2. Set Weekly Goals

8:00 AM

Turns: 2 | Resolution: Proactive | ● Engagement Nudge

WhatsApp Business API

WASLA Care

Online

Today

9:30 AM

How can I help? 1. Job Issues 2. Payouts 3. Documents 4. Talk to Agent

9:30 AM

9:31 AM

Connecting to Provider Support

🎬 Ticket #TKT-9045

Topic: Document Verification

Wait: No wait (fast-track)

9:31 AM

👤 Ahmad R. from Provider Support joined. "Hi Mohammed! I'm Ahmad, your dedicated provider support agent. I can see you need help with insurance verification. Let me pull up your documents..."

9:32 AM

Turns: 4 | Resolution: Agent Handoff | ● Escalated to Human

WhatsApp Business API