Customer WhatsApp Scenarios — 12 Flows
Complete WhatsApp conversation trees covering browse, order, pay, track, dispute, and account support. Click any scenario to view the full conversation.
WhatsApp Business
AI-Powered
S1
Browse & Find Services
Discover categories, search vendors, and view profiles through guided WhatsApp conversation.
Pre-Order
S2
Place an Order
Select a service, choose a package, provide requirements, and confirm order with escrow payment.
Order
S3
Track Order Status
Check order progress, milestones, delivery dates, and message the vendor directly.
Order
S4
Late / Not Delivered
Report overdue delivery, contact the vendor, request extension, or cancel for a full refund.
Issue
S5
Request Revision
Request changes to delivered work, track remaining revision count, and submit feedback.
Post-Delivery
S6
Cancel Order
Cancel an in-progress order with automatic refund calculation based on completion stage.
Order
S7
Request Refund
Check refund eligibility within the 7-day window, select a reason, and initiate the refund.
Payment
S8
Open Dispute
File a quality dispute with evidence uploads, automatic ticket creation, and resolution timeline.
Issue
S9
Payment Issues
Resolve failed payments, double charges, pending transactions, and switch payment methods.
Payment
S10
Account Help
Reset password, update profile, verify identity, or manage account settings via chat.
Account
S11
Referral Program
Learn how referrals work, check your points balance, and share your referral link via WhatsApp.
Engagement
S12
Contact Support
Escalate to a human support agent with ticket creation, queue position, and availability info.
Support
S1: Browse & Find Services
Pre-Order
Flow
Greeting
Need
Browse / Search / Popular
Results
View Profile
WASLA Assistant
Online
Today
Assalamu Alaikum! 👋 Welcome to WASLA WhatsApp Support. How can I help?
1. Find a Service
2. Order Help
3. Payment Issue
4. Account
5. Referrals
10:00 AM
1
10:01 AM
How would you like to search?
1. Browse Categories
2. Search Keyword
3. Popular Services
10:01 AM
1
10:02 AM
Our top categories:
🎨 Design & Creative
💻 Development & IT
✍️ Writing
📣 Marketing
🎥 Video
💼 Business
🤖 AI & Data
🎵 Music & Audio
10:02 AM
Design & Creative
10:03 AM
Top-rated Design pros:
🎨 Design & Creative
Ahmed — Logo Design · Jeddah 🇸🇦 · ⭐4.8 · SAR 500-2,500
Nora — Brand Identity · Riyadh 🇸🇦 · ⭐4.9 · SAR 800-3,000
Emir — Full Brand · Sarajevo 🇧🇦 · ⭐4.7 · SAR 1,200-5,000
Tap a name to view full profile. Need anything else?
1. New Search
2. Done
3. Talk to Agent
10:03 AM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S2: Place an Order
Order
Flow
Greeting
Service
Package
Requirements
Summary
Confirm
Created
WASLA Assistant
Online
Today
I'll help you place an order! Which service?
1. Ahmed — Logo Design
2. Search Another Vendor
3. Browse Categories
11:00 AM
1
11:01 AM
Ahmed's packages:
📦 Logo Design Packages
Basic — 1 concept, 3 revisions · SAR 500 · 3 days
Standard — 3 concepts, 5 revisions · SAR 1,200 · 5 days
Premium — 5 concepts, unlimited · SAR 2,500 · 7 days
1. Basic
2. Standard
3. Premium
11:01 AM
2
11:02 AM
Please share your requirements (brand name, style, colors, etc.)
11:02 AM
Modern logo for 'Brew Lab' coffee shop. Minimal, brown/cream.
11:03 AM
Order summary:
📋 Order Summary
Service: Logo Design — Standard
Vendor: Ahmed
Price: SAR 1,200
Delivery: 5 days
Payment: Secured in Escrow 🔒
1. ✅ Confirm & Pay
2. Edit
3. Cancel
11:03 AM
1
11:04 AM
✅ Order #WW-2450 created! Payment secured in escrow. Ahmed starts within 24h.
1. Track Order
2. Message Ahmed
3. Done
11:04 AM
Turns: 7 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S3: Track Order Status
Order
Flow
Greeting
Order#
Status Card
Actions
WASLA Assistant
Online
Today
Track your order — share the order number.
1. My Recent Orders
1:00 PM
1
1:01 PM
Your order:
📦 Order #WW-2450
Service: Logo Design — Standard
Vendor: Ahmed
Status: In Progress ✍️ 40%
Started: Feb 22
Due: Feb 27
1:01 PM
Ahmed is working on your concepts. Delivery by Feb 27.
1. Message Ahmed
2. Request Update
3. Done
1:01 PM
Turns: 4 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S4: Late / Not Delivered
Issue
Flow
Greeting
Order#
Check
OnTime / Overdue
Contact / Extend / Cancel / Dispute
WASLA Assistant
Online
Today
Report a delivery issue — share the order number.
1. My Recent Orders
2. Enter Order Number
2:00 PM
1
2:01 PM
Checking...
⚠️ Order #WW-2398
Service: Website Development
Vendor: Khalid
Status: 3 DAYS OVERDUE 🔴
2:01 PM
This order is 3 days overdue. Your options:
1. Contact Khalid
2. 3-Day Extension
3. Cancel & Refund
4. Open Dispute
2:01 PM
1
2:02 PM
✅ Automated reminder sent. If no response in 24h, you can cancel for a full refund.
1. Cancel & Refund
2. Open Dispute
3. Wait
2:02 PM
3
2:03 PM
I'll notify you when Khalid responds. 📱
2:03 PM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S5: Request Revision
Post-Delivery
Flow
Greeting
Order#
Status
Describe
Check Count
Submit
Notified
WASLA Assistant
Online
Today
Need revisions? Share the order number.
3:00 PM
#WW-2450
3:01 PM
📦 Order #WW-2450
Service: Logo Design
Status: Delivered ✅
Revisions Used: 2 of 5
Remaining: 3
3:01 PM
You have 3 revisions left. Describe what needs changing.
3:01 PM
Font too thin — try bolder typeface. Make icon slightly larger.
3:02 PM
Revision summary:
📝 Revision Request
Change 1: Bolder typeface for font
Change 2: Larger icon size
Revisions Left: 2 (after this)
1. ✅ Submit
2. Add Details
3. Cancel
3:02 PM
1
3:03 PM
✅ Sent to Ahmed. Updated delivery in ~2 days.
3:03 PM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S6: Cancel Order
Order
Flow
Greeting
Order#
Details
Policy
Confirm / Keep
Refund
WASLA Assistant
Online
Today
Cancel an order? Share the order number.
4:00 PM
#WW-2403
4:01 PM
📦 Order #WW-2403
Service: Content Writing
Vendor: Nora
Status: In Progress 25%
Amount: SAR 800
4:01 PM
⚠️ Cancellation policy:
Before work starts Full Refund
Work started Partial Refund
After delivery No Cancel
25% complete → 75% refund (SAR 600). Proceed?
1. Yes, Cancel
2. No, Keep Order
3. Talk to Agent
4:01 PM
1
4:02 PM
✅ Cancelled!
💰 Refund Details
Refund: SAR 600
To: Original payment method
Timeline: 3-5 business days
Ref: #CAN-0891
1. New Question
2. Done
4:02 PM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S7: Request Refund
Payment
Flow
Greeting
Order#
Eligibility
Eligible / Not
Process
WASLA Assistant
Online
Today
Refund request — share the order number.
1. My Recent Orders
2. Enter Order Number
5:00 PM
1
5:01 PM
📦 Order #WW-2410
Service: SEO Audit
Completed: Feb 15
Amount: SAR 1,500
Refund Window: 7 days
Eligible: ✅ Yes
5:01 PM
You're eligible. Reason?
1. Quality Issue
2. Not As Described
3. Late
4. Changed Mind
5. Other
5:01 PM
2
5:02 PM
Refund:
💰 Refund Details
Amount: SAR 1,500
To: Original payment method
Timeline: 3-5 business days
1. ✅ Confirm Refund
2. Open Dispute
3. Cancel
5:02 PM
1
5:03 PM
✅ Refund initiated. Ref: #REF-1022. Arrives in 3-5 days.
5:03 PM
Turns: 6 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S8: Open Dispute
Issue
Flow
Greeting
Order#
Type
Describe
Evidence
Filed
Timeline
WASLA Assistant
Online
Today
File a dispute — share the order number.
6:00 PM
#WW-2401
6:01 PM
What's the issue?
1. Quality
2. Scope Not Met
3. Plagiarism
4. Communication
5. Other
6:01 PM
1
6:02 PM
Describe the quality issue.
6:02 PM
Website looks nothing like agreed mockups. Wrong colors, broken mobile version.
6:03 PM
Upload evidence? (Screenshots, files — up to 5, 10MB each)
1. Upload Now
2. Skip
3. Cancel
6:03 PM
1
6:04 PM
Send your files now.
6:04 PM
📎 screenshot-mockup.png
📎 screenshot-actual.png
6:05 PM
✅ Dispute filed:
⚠️ Dispute #DSP-0235
Order: #WW-2401
Type: Quality
Evidence: 2 files attached
Status: Under Review
6:05 PM
Both parties have 48h to respond. Resolution: 3-5 business days.
1. Track Dispute
2. Done
6:05 PM
Turns: 8 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S9: Payment Issues
Payment
Flow
Greeting
Type
Failed / Double / Pending / Escrow
Check
Resolution
WASLA Assistant
Online
Today
Payment issue? What happened?
1. Payment Failed
2. Double Charged
3. Pending
4. Escrow Question
7:00 PM
1
7:01 PM
❌ Payment Failed
Date: Feb 20, 2:34 PM
Amount: SAR 1,200
Method: Visa ****8832
Status: Failed ❌
Reason: Insufficient funds
7:01 PM
Options:
1. Try Again
2. Different Card
3. Apple Pay
4. STC Pay
5. Contact Bank
7:01 PM
2
7:02 PM
Update payment in Settings → Payment Methods. Order held for 24h.
1. Go to Settings
2. Try Same Card
3. Cancel Order
7:02 PM
Turns: 5 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S10: Account Help
Account
Flow
Greeting
Type
Login / Reset / Profile / Verify / Delete
Resolution
WASLA Assistant
Online
Today
Account help — what do you need?
1. Can't Login
2. Reset Password
3. Update Profile
4. Verify ID
5. Delete Account
8:00 PM
2
8:01 PM
Send reset link via:
1. Email (f***a@email.com)
2. SMS (+966 5** *** *89)
8:01 PM
1
8:02 PM
✅ Reset link sent to f***a@email.com (expires in 30 min).
🔑 Reset Steps
1 Open email
2 Click Reset
3 Enter new password
4 Login
1. Resend
2. Try SMS
3. Done
8:02 PM
3
8:03 PM
You're all set! 🔒
8:03 PM
Turns: 5 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S11: Referral Program
Engagement
Flow
Greeting
Info
How / Referrals / Redeem / Share
Details
Link
WASLA Assistant
Online
Today
Referral program! 🎉
🎁 Referral Program
Earn: 500 points per referral
Value: SAR 50
First Referral: 2x bonus!
Your Balance: 1,500 pts
1. How It Works
2. My Referrals
3. Redeem
4. Share Link
9:00 PM
1
9:01 PM
🚀 How It Works
1 Share your link
2 Friend signs up + first order
3 Earn 500 points
4 Redeem for credits or cash
Your link: wasla.com/ref/FZ-8821
1. Copy Link
2. Share via WhatsApp
3. Done
9:01 PM
2
9:02 PM
Opening WhatsApp share... Link copied! 📋
9:02 PM
Turns: 5 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API
S12: Contact Support
Support
Flow
Greeting
Topic
Availability
Connect / Offline
Confirm
WASLA Assistant
Online
Today
Connecting you to support. Topic?
1. Order
2. Payment
3. Dispute
4. Technical
5. Feedback
6. Other
9:30 PM
4
9:31 PM
Existing ticket?
1. Yes
2. No — New
9:31 PM
2
9:32 PM
Describe the issue briefly.
9:32 PM
App crashes when uploading files in chat
9:33 PM
🎫 Ticket Created
Ticket: #TKT-4521
Category: Technical Bug
Priority: Medium
Status: Awaiting Agent
9:33 PM
🕑 Support Availability
Hours: Sun-Thu 9AM-6PM
Status: Available ✅
Wait Time: ~5 min
9:33 PM
Agent joining shortly. You're #2 in queue.
1. Wait
2. Email Update
3. Cancel
9:33 PM
Turns: 7 | Resolution: Automated | ● Zero Escalation
WhatsApp Business API