Suggested workflow: work with the bot, not instead of it
Let the bot handle everyday customer conversations. When it needs your judgment or information, guide it privately so it can keep working toward the result you want. Reply personally only when you actually want to take over.
How it works
Section titled “How it works”| What is needed? | Suggested approach |
|---|---|
| An ordinary customer answer | Let the bot answer, with bot replies enabled. |
| Your decision or missing information for this case | Send a directive through the internal channel or connected team channel. The bot can carry the work forward without you taking over. |
| Your own words sent directly to the customer | Take over, reply, then deliberately hand back when you are finished. |
| A better rule or fact for future conversations | Discuss it with the Coach and review the proposed lasting change. |
| Specialist information from a supplier or another authorized person | Use configured Experts. The bot stays responsible for the customer conversation. |
There are two places to collaborate with the bot on a customer case: the internal channel beside the conversation inside omotto, and an optional team channel in Telegram or Slack. The external team channel mirrors the internal conversation; Telegram or Slack remains a separate service. You do not need to connect either service to use the internal channel.
Keeping WhatsApp Business is supported, but guide the bot privately
Section titled “Keeping WhatsApp Business is supported, but guide the bot privately”omotto supports Coexistence: using the WhatsApp Business app and omotto on the same number. Follow the connection guide for the available setup and Meta’s eligibility requirements.
For day-to-day bot work, we strongly recommend directives in the internal channel or connected team channel instead of manually replying to customers in WhatsApp Business. A supported app reply can put the conversation under human control and pause the bot there. A directive instead lets the bot keep working autonomously according to your decision, within the available capabilities and any required approvals. Keeping the app is supported; using it to supervise the bot is not the recommended workflow.
Where to find it
Section titled “Where to find it”Start with Inbox → customer conversation → Internal channel. The team channel, takeover, Coach and Expert guides show their other controls and setup steps.
Set it up
Section titled “Set it up”1. Let the bot answer by default
Section titled “1. Let the bot answer by default”Check that replies are on and read the customer conversation when your input is needed. A need for team input is not itself a takeover.
2. Give a case directive, not a replacement customer reply
Section titled “2. Give a case directive, not a replacement customer reply”- Open the internal channel, or the matching request in your connected team channel.
- Read the request. Select the relevant need in omotto, or follow the external channel’s reply instructions.
- Give the decision and say what should happen next. For example: “For this order, offer the replacement arriving Thursday. Ask whether that works for the customer.”
- Send it. In omotto, use Send directive.
- Read the bot’s response and check the customer conversation for the outcome. Review an approval card if one is required.
For private work, say so: “Check the order and report back here. Do not contact the customer yet.” The customer cannot read the internal thread, but a customer-directed instruction can lead to a customer message. An internal acknowledgment is not proof that work was completed or a message delivered.
3. Take over only when you want to reply personally
Section titled “3. Take over only when you want to reply personally”- Take over the conversation. The bot stops answering there while your team holds control.
- Send your reply through the customer message box, not the internal channel.
- Check whether the customer still needs an answer before you leave.
- Deliberately hand back to the bot when you are finished. Follow the takeover guide for timers and for keeping control longer.
Handback returns control; do not treat it as proof that outstanding messages have been answered. It does not turn on a disabled bot or remove a customer pause.
4. Use the Coach for lasting improvements
Section titled “4. Use the Coach for lasting improvements”A case directive says what to do now, for this case. A lesson says what the bot should know or do again in future. Do not assume one automatically becomes the other.
- Open the Coach and explain the lasting fact or rule you want to improve. For example: “For future orders, explain the replacement options before asking the customer to choose.”
- Read any learning suggestion, including what it would change and where it would be saved.
- Request corrections, then save or apply only the version you want. A waiting suggestion is not an applied change.
Team exchanges can also produce suggestions for review. That does not turn every case directive into a permanent business rule. Coach actions still depend on your access and the available features.
5. Bring in an Expert for specialist information
Section titled “5. Bring in an Expert for specialist information”Configure an Expert when the bot needs information from someone such as a supplier or courier desk. Describe when to contact them and what may be shared. The bot can consult them and use their answer without your team taking over the customer conversation.
Experts reply through their connected channel. Ordinary text replies do not require each Expert to have an omotto account; protected Slack file links have separate access requirements. Experts supply information, not control over customer replies or your team’s approval authority. Check the task’s correspondence and outcome rather than assuming that mentioning an Expert contacted them.
Troubleshooting
Section titled “Troubleshooting”- You wanted the bot to continue, but it stopped after your WhatsApp Business reply. Check who is handling the conversation. See native-app replies and handback, then use a directive for the next case decision.
- The directive was accepted, but nothing happened for the customer. Read the internal response for an approval, a blocked action or a request for more information. Check actual delivery before retrying. Follow the internal-channel troubleshooting steps.
- You wanted a permanent improvement, but only this case changed. Discuss it with the Coach and review the proposed lesson. A case directive is not an automatic lasting change.
- Something remains blocked or unclear. Use the relevant feature guide below. Contact omotto support if its troubleshooting steps do not resolve the problem; include the visible error, not passwords or connection secrets.