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A customer left their details.What happensnext?

We build the messages and actions that keep the conversation with each customer going, automatically and at the right time. When they register, go quiet or ask to talk to someone, what happens next changes with them.

Let’s map your journey See an example

Thank-you, invitation, reminder, follow-up.All of it can beplanned in advance.

A thank-you message, a webinar invitation, a reminder before a meeting, a task for an agent and a CRM update can all happen on their own, at the right time, and change based on what the customer does.

This sequence is called a customer journey. We learn how the process works in your business and build the journey around it: on WhatsApp, by email or on whichever channel fits.

An example journey: a webinar.

A lead left their details and was invited to a webinar. Choose what they do and see how the journey responds: what’s sent, what’s cancelled and what’s updated in the business.

What does the customer do after the invitation?

Day 3, Wednesday 9:40 pm

The customer registered for the webinar on the website

The customer

Registered for the webinar on the website

The system

Detects the registration the moment it happens.

The journey

  • Moves to the webinar preparation journey
  • 4 scheduled messages that are no longer relevant are cancelled
  • Sent: Registration confirmed
  • 2 follow-up messages scheduled

In the business

  • CRM: Registered for the webinar

Your businessWhatsApp

  1. Hi, thanks for leaving your details! We’ve received them and will be in touch soon.
  2. Next Tuesday at 8 pm we’re running a webinar on exactly this. Want to save a seat? You can register here.
  3. We made a two-minute video on what the webinar will cover. You can register here.
  4. Great, you’re registered! See you on Tuesday at 8 pm. We’ll send the link before we start.
  5. Registered for the webinar on the website · Wednesday 9:40 pm

The customer

Messages

CRM and team

Day 1Monday

  • Left details on the website10:15 am
  • Thanks for getting in touchSent 10:15 am
  • Webinar invitationSent 10:15 am
  • CRM: Invited to the webinar10:15 am

Day 2Tuesday

    • A short video before the webinarSent 11:00 am

      Day 3Wednesday

      • Registered for the webinar on the website9:40 pm
      • Registration confirmedSent 9:40 pm
      • CRM: Registered for the webinar9:40 pm

      Day 4Thursday

        • Three questions we’ll answerCancelled: already registered

          ···Day 6Saturday

            • There’s still time to registerCancelled: already registered

              ···Day 8Monday

                • See you tomorrowScheduled for Monday 6:00 pm

                  Day 9Tuesday

                  • Tonight at 8Cancelled: already registered
                  • Starting in an hourScheduled for Tuesday 7:00 pm

                  Day 10Wednesday

                    • Want the recording?Cancelled: already registered

                      The result

                      Registered, attended and now has a follow-up call waiting.

                      • Registered on Wednesday at 9:40 pm and moved straight to the preparation journey
                      • 4 messages that were no longer relevant never went out
                      • 7 messages went out, each one while it was still relevant
                      • The team got a task: Follow-up call with an attendee
                      • In the CRM: Attended the webinar

                      A simulated example journey, not any specific client’s system. Proactive WhatsApp messages use approved templates and go only to people who agreed to receive them.

                      Every moment in the journey, as a list

                      1. Day 1, Monday 10:15 am · A new lead leaves details on the website

                        System: Captures the details and starts the journey.

                        Journey: Enters the webinar invitation journey. Sent: Thanks for getting in touch. Sent: Webinar invitation. 4 invitation messages scheduled for the coming days, at sensible hours

                        Business: CRM: Invited to the webinar

                      2. Day 2, Tuesday 11:00 am · “A short video before the webinar” goes out

                        System: Checks the message is still relevant to the customer, then sends it.

                        Journey: Sent: A short video before the webinar

                        Business: No change

                      3. Day 3, Wednesday 9:40 pm · The customer registered for the webinar on the website

                        System: Detects the registration the moment it happens.

                        Journey: Moves to the webinar preparation journey. 4 scheduled messages that are no longer relevant are cancelled. Sent: Registration confirmed. 2 follow-up messages scheduled

                        Business: CRM: Registered for the webinar

                      4. Day 8, Monday 6:00 pm · “See you tomorrow” goes out

                        System: Checks the message is still relevant to the customer, then sends it.

                        Journey: Sent: See you tomorrow

                        Business: No change

                      5. Day 9, Tuesday 7:00 pm · “Starting in an hour” goes out

                        System: Checks the message is still relevant to the customer, then sends it.

                        Journey: Sent: Starting in an hour

                        Business: No change

                      6. Day 9, Tuesday 8:00 pm · The customer attended the webinar

                        System: Hears from the webinar platform that the customer attended.

                        Journey: Moves to the post-webinar journey. Message scheduled: Thanks for joining

                        Business: CRM: Attended the webinar. Team task: Follow-up call with an attendee

                      7. Day 10, Wednesday 10:00 am · “Thanks for joining” goes out

                        System: Checks the message is still relevant to the customer, then sends it.

                        Journey: Sent: Thanks for joining

                        Business: No change

                      What can a customer journey do?

                      Here are a few examples. Every business’s journey looks different, and we build yours around your process.

                      1. Webinars and courses

                        From the first lead to who showed up and who didn’t.

                        1. Leaves details
                        2. Invitation
                        3. Registers
                        4. Reminders
                        5. Attended?
                        6. Call or recording

                      2. Real estate

                        Following up with interested buyers, so nobody slips through.

                        1. Asks about a property
                        2. More details
                        3. Viewing booked
                        4. Reminder
                        5. After the viewing

                      3. Online stores

                        A reminder for an abandoned cart, and silence the moment the customer buys.

                        1. Leaves a cart
                        2. Reminder
                        3. Buys
                        4. Order confirmation
                        5. A relevant suggestion

                      4. Events and RSVPs

                        Invitation, RSVP, reminder and an up-to-date status for every guest.

                        1. Invitation
                        2. RSVP
                        3. Reminder
                        4. Guest list

                      5. Sales and service

                        Every inquiry reaches the right person, and the CRM knows where it stands.

                        1. New inquiry
                        2. Task for an agent
                        3. Follow-up
                        4. CRM update
                        5. Closed

                      What a good journey knows.

                      1. Knows what time it is.

                        Messages go out at sensible hours. Anything that would land on a weekend waits until Monday morning.

                        See it happen

                      2. Knows what already happened.

                        Before every scheduled message, the system checks whether the customer has already registered, replied or asked for a call.

                        See it happen

                      3. Knows when to change course.

                        Someone who asks to talk to a person gets a person, not another reminder. The CRM and the team are updated at the same moment.

                        See it happen

                      4. Knows what comes next.

                        Attendees get an offer to continue. People who missed the webinar get the recording instead of another reminder.

                        See it happen

                      Businesses already working this way.

                      See all our work

                      How we start.

                      Defined projectPrepaid development hoursOngoing support

                      Once we understand your needs, we can propose the right solution and estimate the scope and cost of the work.

                      1. A conversation about the process

                        What happens today, where it breaks and what it costs you.

                      2. A journey specification

                        States, timing, cancellations, connections and what happens when something fails. Written so anyone in the business can follow it.

                      3. Build, connect and support

                        Make, n8n, custom code or what you already have in your CRM. We choose what’s right for the process and for its running cost over time.

                      Is this right for you?
                      • You have a process that repeats dozens of times a week, across several people or systems.
                      • A missed lead, reminder or follow-up costs you customers or money.
                      • You already have automations, but nobody is sure what they do when something changes.
                      • You need one simple connection you can set up yourself. In that case, we’ll tell you.
                      • The process isn’t clear in the business yet. Then we start with a conversation, not with automation.

                      Common questions.

                      What happens when a customer registers in the middle of a message sequence?

                      The system detects the registration the moment it happens, even when it comes from the website rather than the conversation. Messages meant to persuade them to register are cancelled, the CRM is updated and they move to the preparation journey. Either way, every scheduled message checks the customer’s status just before it goes out.

                      Is this only for WhatsApp?

                      No. WhatsApp is one channel. A journey can also include email, SMS, tasks for your team and updates in your CRM and other systems. We build the process and choose the channel based on what suits your customers.

                      Can we send marketing messages on WhatsApp to everyone who left their details?

                      Not to everyone, and not in every situation. Business-initiated messages use templates that Meta approves and go only to people who agreed to receive them. We build the journey to respect consent, the WhatsApp customer service window and opt-out requests.

                      What happens when an external system is unavailable?

                      We retry at increasing intervals. If the problem continues, the person responsible gets an alert. The update resumes automatically once the system is back.

                      Do we need to replace our CRM?

                      Usually not. We connect to the systems you already use. Even with older systems that have no API, there’s usually another reliable point in the process we can build on.

                      Where does AI come in?

                      Only where it adds real value: understanding a customer’s free-text reply, classifying an inquiry or extracting details from a document. The journey logic itself, when to send and what cancels what, is better kept fixed and predictable.

                      Can we start with a single process?

                      Yes. That’s usually the right way: start with the journey where missed steps hurt the most, and expand from there.

                      Who maintains the journey after launch?

                      You get documentation of the journey, an activity log and alerts. You can continue with us through prepaid development hours or ongoing support, or your own team can maintain it.

                      How much does it cost?

                      It depends on the number of journeys, the systems involved and the complexity. Because every journey is different, we don’t publish prices. After a short call, you’ll get a clear direction and a proper proposal.

                      Have a journey
                      that needs to work right?

                      Let’s map it Message us on WhatsApp

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                      Let our solutions work for you.

                      No spec or requirements document needed. A few sentences about the problem are enough, and we’ll come back to you with a direction.

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