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Use cases

WhatsApp use cases for South African businesses

We build WhatsApp conversations that do real work in the systems you already run. They answer customers from your order, policy or booking system, collect bookings, claims, documents and payments in the chat, and send the update when something changes. Here are 63 real-life patterns, by industry, with the steps and systems behind each one.

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Last updated 26 October 2026

Burst geyser claim example
  1. Policyholder messages on WhatsApp"Geyser burst last night, water in the ceiling"
  2. A WhatsApp Flow collects the claimPolicy confirmed · date · what happened
  3. Photos and a location pin follow in the chatWe create the claim via your claims system's API and return its number
  4. Status updates arrive in the same threadYour claims team replies there too

Euphony is a South African engineering team that builds the WhatsApp Business Platform into your CRM, ERP, booking, billing and payment systems. Most use cases come down to four jobs: answer questions from your own data, collect what you need in the chat, send updates when something changes, and market to people who opted in. Meta bills you directly for the messages, at Meta's rates, and we charge for an event storming session, the build and a monthly plan.

Start with the job

The 12 jobs we're asked to build most

Each of these pages walks through one job in detail: a mock chat, the systems involved, what Meta charges for the messages and how we'd build it.

The library

63 real-life WhatsApp use cases, by industry

Each card has the problem, the WhatsApp flow in three steps, the systems involved, and whether it already runs on our platform or is a custom build. Where we have a detailed page, the card links to it.

These are patterns, not our clients

We gathered these from public customer stories and solution pages published by CM.com, Clickatell and Wati, and from South African company and government announcements. Each detailed page lists its sources. None of the businesses behind them is a Euphony or Codeswop client, and we don't claim to have built them. We've rewritten each one to work on our platform and within its limits.

Retail and e-commerce

Order questions, delivery updates, returns, loyalty and repeat orders.

  • Retail

    "Where's my order?" answered for you

    Order-status chats swamp the team, especially in peak season.

    1. The customer sends an order number, or we match their WhatsApp number to the order.
    2. We look it up in your store and the courier's tracking API.
    3. WhatsApp replies in plain language. If a person is needed, your team gets a short note first.
    Store or order systemCourier APIShared inbox
    Custom buildFull use case →
  • Retail

    Order, dispatch and delivery updates

    Shoppers phone or email to ask where their order is.

    1. The shopper ticks a WhatsApp opt-in at checkout.
    2. Confirmation, dispatch and out-for-delivery messages go out with a tracking link.
    3. Reschedule and change-address buttons post the answer back to your logistics team.
    Shopify, Ecwid or your storeCourier APIUtility templates
    Custom buildFull use case →
  • Retail

    Cash-on-delivery check before dispatch

    Fake or half-hearted COD orders waste courier trips.

    1. A COD order is placed in your store.
    2. A message asks the buyer to confirm the address and delivery window: Confirm, Edit address or Cancel.
    3. The answer updates the order, and only confirmed orders go to the courier.
    Store or order systemCourier
    Custom buildFull use case →
  • Retail

    Abandoned cart and back-in-stock reminders

    Shoppers leave before paying, and email reminders get ignored.

    1. Your shop reports an unfinished checkout or a restock.
    2. After a delay, opted-in shoppers get a message with the item and a "Complete order" or payment link.
    3. Questions land in the shared inbox. Anyone who opted out is skipped.
    Shop checkout webhookPaystack or YocoMarketing template
    Custom build
  • Retail

    Returns and refunds with photos

    Return requests arrive by email without the details you need.

    1. The customer taps "Start a return", gives the order number, picks a reason and sends a photo.
    2. We check eligibility in your order system and register the return.
    3. "Return received" and "refund issued" updates follow from your system's events.
    Order systemHelp deskPhotos in the chat
    Custom build
  • Retail

    Order confirmation with the invoice as a PDF

    Staff send confirmations and invoices by hand from WhatsApp Web and email.

    1. An order is placed on WhatsApp or in your shop, and a confirmation goes out straight away.
    2. The invoice is attached to the chat as a PDF.
    3. After delivery, a thank-you and care tips. Replies land in the shared inbox.
    Shopify or EcwidQuickBooks OnlineYour invoicing system
    Part runs, part build
  • Retail

    Loyalty card self-service

    Members phone or visit a store to join, check points or replace a lost card.

    1. "Hi" opens a menu: join, points balance, block a lost card, nearest store.
    2. Each option reads from or writes to your loyalty system via its API.
    3. The nearest store comes from a location the member shares in the chat.
    Loyalty or CRM APIWhatsApp FlowLocation request
    Custom buildFull use case →
  • Retail

    Warranty registration and service reminders

    Buyers never register their warranty, and miss services.

    1. A QR code on the product or invoice opens WhatsApp.
    2. A Flow collects the serial number, purchase date and a photo of the invoice, saved to your CRM.
    3. A reminder before expiry, or when a service is due, has a "Book a service" button.
    CRM or service systemWhatsApp Flow
    Custom buildFull use case →
  • Retail

    Distributor updates for retailers

    Sales, credit and ops teams each send manual WhatsApps to the same retailers.

    1. Your ERP fires events: order confirmed, dispatched, credit limit changed, payment due.
    2. Each event sends the matching update to the retailer.
    3. Retailers reply with buttons: Reorder, Talk to my rep, Pay now.
    ERP or CRMUtility templatesPayment link
    Custom buildFull use case →

Financial services and insurance

Claims, quotes, account servicing, collections and fraud checks. Sensitive steps stay in your own secure systems.

  • Insurance

    Claims intake with photos and documents

    Claimants wait on hold to lodge a claim, then phone again to chase it.

    1. The policyholder confirms the policy, picks the claim type and describes what happened, typed or as a voice note.
    2. They upload photos and documents, and we create the claim via your claims system's API.
    3. The claim number comes back in the chat, and status changes follow in the same thread.
    Claims APIWhatsApp FlowVoice-note transcription
    Custom buildFull use case →
  • Insurance

    Windscreen and burst-geyser claims

    The most common, most urgent claims flood the phone line, also after hours.

    1. A menu offers confirmation of cover, the policy schedule, or a glass or geyser claim.
    2. The claim flow collects the policy, date, description and photos.
    3. The claim is registered and the number returned. Policy documents come back as PDFs.
    Policy admin systemClaims systemDocument generation
    Custom buildFull use case →
  • Insurance

    Instant insurance quote in a Flow

    A quote needs a call centre or a long web form.

    1. The customer picks the product: car, home or funeral cover.
    2. A WhatsApp Flow collects the risk details.
    3. The live premium from your rating engine shows inside the form. Accept, ask an agent, or save it for later.
    Rating engine APIFlow with live data
    Custom buildFull use case →
  • Banking

    Bank account self-service

    Simple banking tasks clog the call centre, and not everyone uses the app.

    1. The customer registers and authenticates.
    2. A menu offers balance, mini-statement, block a lost card, airtime and prepaid electricity.
    3. Sensitive steps such as PINs and payment approval are confirmed in the bank's own app or secure page.
    Core banking APICard managementBank authentication
    Custom buildFull use case →
  • Banking

    "Was this you?" fraud checks

    SMS fraud alerts cost money and only go one way.

    1. A suspicious transaction in your core system triggers a WhatsApp message with Yes and No buttons.
    2. "No" freezes the card through your card system's API.
    3. The customer lands in a chat with your fraud team in the shared inbox.
    Core or card APIUtility templateShared inbox
    Custom build
  • Lending

    Credit account servicing

    Most chats are "how do I pay?", "can I get more time?" or "where's my refund?", each needing a back-office step.

    1. Claude sorts the request.
    2. Payment questions get the balance and a pay link. Extension requests are checked against your rules through your API.
    3. Anything outside the rules goes to a person, with the details already captured.
    ClaudeCollections APIPaystack or Yoco
    Custom buildFull use case →
  • Remittance

    Money transfers with KYC in the chat

    App downloads and data costs put migrant workers off.

    1. A one-time registration collects ID photos for KYC.
    2. A menu offers today's rate, send money, my recipients and history, each calling your remittance API.
    3. Confirmation and payout status come back in the chat. Exceptions go to a person.
    Remittance APIKYC APIPhotos in the chat
    Custom buildFull use case →

Healthcare

Bookings, repeat medication, documents and triage. Medical information needs careful POPIA handling, and a person stays in the loop for anything clinical.

  • Healthcare

    Clinic booking, reminders and deposits

    Booking happens by phone, patients miss appointments and pay at the counter.

    1. The patient picks a service, branch and slot from live availability.
    2. Reminders before the visit have Confirm and Reschedule buttons.
    3. A deposit or consultation fee is paid by Paystack or Yoco link where needed.
    Practice systemReminder templatesPaystack or Yoco
    Part runs, part buildFull use case →
  • Healthcare

    Branch phones moved into one team inbox

    Each branch runs its own WhatsApp phone, head office has no view, and history leaves with staff.

    1. Each branch number is connected to your own WhatsApp account through Meta's Embedded Signup.
    2. A central team answers every branch from one shared inbox, with contacts tagged by branch.
    3. Opted-in patients get segmented campaigns, with opt-outs handled automatically.
    Several numbersShared inboxMarketing broadcasts
    Runs on our platform
  • Pharmacy

    Repeat medication due and ready

    Chronic patients forget to reorder, and dispensaries get last-minute walk-ins.

    1. When a repeat is due, your dispensing system sends a message with a Confirm button.
    2. The dispensary pre-packs, then a "ready for collection" or "out for delivery" message follows.
    3. The patient can reply to change collection, or pay a co-payment by link.
    Dispensing systemUtility templatesPayment link
    Custom buildFull use case →
  • Medical scheme

    "Send me my tax certificate"

    Members phone for tax certificates and claims statements, especially in tax season.

    1. The member says "Hi" and is verified.
    2. They pick a tax certificate, claims statement or benefit letter.
    3. Your system generates the PDF, and we send it in the chat.
    Scheme admin systemDocument generation
    Custom buildFull use case →
  • Health and wellness

    Advice triage with follow-up questions

    Good advice needs follow-up questions, not a one-shot reply.

    1. The customer describes the concern, and Claude sorts the topic.
    2. The conversation asks the follow-up questions it needs, one at a time.
    3. Guidance comes only from your own guidelines written into the build. Health and complex cases always go to a specialist.
    ClaudeShared inbox
    Custom buildFull use case →

Education

Admissions, alerts, events and application status for schools, colleges and bursary schemes.

  • Education

    Admissions enquiries with handover

    Parents ask the same questions, and serious enquiries need a person.

    1. A QR code or website button opens WhatsApp, and a menu answers fees, dates and requirements.
    2. Claude drafts answers to typed questions from the facts the school gives us.
    3. "Speak to admissions" hands over, and the enquiry lands in your CRM or a Google Sheet.
    ClaudeShared inboxCRM or Google Sheets
    Custom buildFull use case →
  • Education

    Urgent alerts and schedule reminders

    Cancelled classes, closures and deadlines don't reach students in time.

    1. Staff pick an approved template.
    2. They choose a grade or class by tag, and send now or schedule it.
    3. A report shows what was delivered and read.
    TemplatesContact tagsCSV import
    Runs on our platform
  • Education

    Event registration, tickets and QR check-in

    Registrations convert poorly, and many people who register don't arrive.

    1. A Flow collects the attendee's name and session.
    2. The ticket is paid by link and sent as a QR code, with reminders before the event.
    3. The QR code is scanned at the door, and a follow-up asks for feedback.
    Events and ticketsPaystack or YocoWhatsApp Flow
    Part runs, part build
  • Education

    Application or funding status check

    Thousands of applicants ask "where is my application?".

    1. The applicant sends their ID or reference number.
    2. We look up the stage in your application system: submitted, awaiting results, approved.
    3. The reply gives the next step, or lists the documents still missing.
    Application management system
    Custom buildFull use case →

Property

Enquiries, viewings, tenant notices and fault reports for agencies, landlords and estates.

  • Property

    Property enquiry and viewing booking

    Buyers message several agents, and the first to reply with details and a viewing slot wins.

    1. The listing's WhatsApp link carries its reference, so the reply has price, photos and brochure straight away.
    2. A few questions follow: budget, timeline and finance.
    3. The buyer picks a viewing slot, the lead lands in your CRM, and an agent takes over.
    Property CRM or listings APIShared inbox
    Custom buildFull use case →
  • Property

    Tenant notices and maintenance requests

    Tenants phone to ask when the technician is coming, or why the water is off.

    1. Your work-order system sends notices to the affected tenants, with Reschedule or Upload photo buttons.
    2. Tenants report faults with a photo and their location.
    3. The request goes into your system, and its reference comes back in the chat.
    Work-order systemUtility templatesLocation request
    Custom build
  • Estates and HOAs

    Fault reporting with a photo and a pin

    Residents have no direct way to log faults, like broken lights, and follow them up.

    1. The resident sends a photo and drops a location pin.
    2. A job is created in your maintenance system.
    3. Later, they ask for the status and get it from the same system.
    Maintenance systemLocation requestPhotos in the chat
    Custom buildFull use case →

Automotive

Stock, test drives, services and finance for dealers and workshops.

  • Automotive

    Service booking and service-plan check

    Owners forget service intervals and phone to book.

    1. Your dealer system sends a service-due message with a Book button.
    2. The owner sees their plan or warranty status and open slots.
    3. The booking is confirmed, with a reminder the day before.
    Dealer management systemUtility templates
    Custom buildFull use case →
  • Automotive

    Vehicle finder and test-drive booking

    Buyers can't easily see whether a model is in stock nearby.

    1. The buyer gives the model, year and area.
    2. A stock lookup returns matches and the nearest dealer.
    3. They pick a test-drive slot and get a confirmation, directions and a reminder.
    Dealer stock APIDealer calendarReminder templates
    Custom buildFull use case →
  • Automotive

    Vehicle finance application with documents

    Applications stall while buyers email documents back and forth.

    1. The buyer fills in their details in a WhatsApp Flow.
    2. They upload ID, payslips and bank statements as photos or PDFs.
    3. Everything goes to your F&I or bank system, and the status comes back in the same thread. Credit decisions stay with the lender.
    F&I or bank credit APIWhatsApp FlowDocument upload
    Custom buildFull use case →

Logistics and delivery

Status, arrival times, cancellations, quotes and local delivery.

  • Logistics

    Store-to-logistics self-help

    Store managers chase a logistics provider over SMS, email, calls and groups, and nothing is recorded in one place.

    1. A store manager says "Hi" to one number and picks from a menu.
    2. Delivery status and arrival times come live from your transport system.
    3. Anything else goes to a person who can see the whole history.
    Transport system APIList menuShared inbox
    Custom buildFull use case →
  • Logistics

    "Where's my delivery?" with a live arrival time

    Business buyers phone to ask when the delivery will arrive.

    1. The customer asks, and is identified by their number or account code.
    2. The active order and live arrival time come from your routing system.
    3. Later, your route system triggers an automatic "arriving soon" message.
    Routing system APIClaudeUtility templates
    Custom buildFull use case →
  • Logistics

    Shipment cancellation, done end to end

    Each cancellation needs work in the booking system, with the carrier and in finance.

    1. The customer asks to cancel, and Claude picks out the booking reference, which is checked against their number.
    2. We cancel the shipment in your booking system and the pickup with the carrier, and request a credit note from accounts.
    3. The customer gets a confirmation. Exceptions go to a person.
    ClaudeBooking systemCarrier APIAccounting
    Custom build
  • Moving and storage

    Moving or storage quote, then payment

    Quotes and payment links are sent by hand, and leads go cold.

    1. The conversation asks about the service, volume, area and dates.
    2. The price is calculated, or pulled from your quoting system.
    3. Accept sends a payment link, and the conversation carries on once it's paid.
    Quoting systemPaystack or Yoco
    Custom buildFull use case →
  • Local delivery

    Township delivery orders on WhatsApp

    The big delivery apps don't serve many townships.

    1. The customer says what they need and drops a location pin.
    2. Your team confirms the order and price in the shared inbox and sends a payment link.
    3. Updates follow in the chat until delivery.
    Shared inboxLocation requestPayment links
    Part runs, part build

Hospitality, travel and restaurants

Ordering, booking confirmations, check-in, extras and post-stay feedback.

  • Restaurants on Pilot POS

    Order and pay on WhatsApp, collect or deliver

    Customers on small data bundles won't install an app, and delivery apps take a large commission.

    1. The customer says "Hi" and picks collection or delivery and a branch.
    2. They browse the menu on a WhatsApp-linked order page and pay by Paystack or Yoco hosted checkout.
    3. The paid order is pushed into Pilot POS with a kitchen note, and a receipt comes back in the chat.
    WhatsApp orderingPaystack or YocoPilot POS
    Runs on our platform
  • Guesthouses and lodges

    Booking confirmations and guest questions

    Staff answer the same questions about changes, directions and early check-in from shared phones.

    1. Your booking system confirms each booking on WhatsApp, with Directions, Change dates and Early check-in buttons.
    2. A reminder with a location pin goes out the day before.
    3. Common questions are answered. The rest go to staff.
    Property management systemUtility templatesLocation messages
    Custom build
  • Travel

    Check-in, boarding pass and flight alerts

    Call centres and airport queues are overloaded.

    1. The passenger enters the booking reference and is checked in through your reservation system.
    2. The boarding pass comes back as a document or image.
    3. Opted-in passengers get delay and gate-change alerts. Call-back requests go to your team.
    Reservation APIUtility templates
    Custom build
  • Travel

    Pay for extras before arrival

    Guests and passengers queue at the counter to pay for luggage, upgrades or add-ons.

    1. The customer taps "Add luggage" or another extra.
    2. Options and prices come from your booking system, with a payment link.
    3. Once paid, the booking is updated and a receipt sent.
    Booking APIPaystack or Yoco
    Custom buildFull use case →
  • Hospitality

    Post-stay rating and referrals

    Sending guests to a survey site or microsite loses most of them.

    1. After a stay, the guest gets a 1-to-5 rating with buttons and an optional comment.
    2. Low scores go to a person.
    3. A referral button opens a Flow for a friend's details and consent, sent to your CRM.
    Utility templatesWhatsApp FlowCRM
    Custom buildFull use case →
  • Entertainment

    Fan pre-sales and behind-the-scenes content

    Artists and venues want a direct line to loyal fans.

    1. Fans opt in at gigs or on social media, and are tagged by area and interest.
    2. An early pre-sale link goes out as a marketing message, with photos or audio.
    3. Replies land in the shared inbox, and opt-outs are handled automatically.
    Marketing broadcastsContact tagsShared inbox
    Runs on our platform

Government, utilities and telecoms

Notices, fault reports, self-service, top-ups and billing for municipalities, utilities, ISPs and telcos.

  • Government

    Application, inspection and outage notices

    People phone to ask whether an application was approved, or why the water is off.

    1. Your case or work-order system fires an event: approved, documents missing, inspection booked, outage.
    2. Opted-in people who are affected get the matching update.
    3. Buttons to reschedule or upload a document post the answer back to your system.
    Case or work-order systemUtility templatesDocument upload
    Custom build
  • Government

    Statements and status by registered number

    Branch queues and call-centre waits for simple status questions.

    1. The sender's number is matched to the registered record.
    2. A menu offers the reference number, statement of account or refund status.
    3. The answer comes back as a message, or the document as a PDF.
    Customer recordsDocument generation
    Custom buildFull use case →
  • Utilities

    Electricity faults logged by account number

    Phone lines jam during outages, and residents don't know whether a fault was logged.

    1. The resident picks the fault type from a list.
    2. They're identified by meter or account number instead of an address.
    3. The fault is logged and a reference returned, with progress updates later.
    Billing or customer databaseFault management system
    Custom buildFull use case →
  • Utilities

    Water and electricity requests with photos

    Residents struggle to describe where a leak is, and the call centre phones back for details.

    1. The resident picks water or electricity and gives the meter number and a description.
    2. They share a location pin and attach photos, and get an automatic acknowledgement.
    3. Your team logs it from the shared inbox, or we send it straight into your service system and return its reference.
    Service request systemLocation requestShared inbox
    Part runs, part buildFull use case →
  • Telecoms

    Airtime, data and bill payment in the chat

    Prepaid customers want to top up or pay a bill without an app, USSD or a store.

    1. The customer picks airtime, data or pay my bill, then a bundle or amount.
    2. They pay by hosted checkout, or a saved Paystack card.
    3. Your system vends the bundle or updates the bill, and a receipt comes back.
    Billing or vending APIPaystack or Yoco
    Part runs, part buildFull use case →
  • ISPs

    Invoice reminders and suspension warnings

    Reminders are manual, and late payers are surprised when the service is suspended.

    1. Billing events send a message with the amount and a Pay now button.
    2. A final warning goes out before suspension.
    3. A confirmation follows when the payment arrives.
    Billing systemUtility templatesPaystack or Yoco
    Custom buildFull use case →
  • ISPs

    Keep your own chatbot, add WhatsApp

    You already have a chatbot and don't want to rebuild it for WhatsApp.

    1. WhatsApp messages are passed to your bot's API.
    2. Its replies go back to the customer in the chat.
    3. Anything it can't handle goes to your team in the shared inbox.
    Your chatbot APIShared inbox
    Custom buildFull use case →
  • ISPs

    Fibre or LTE coverage check from a pin

    Prospects don't know what's available at their address.

    1. The prospect taps "Check coverage" and shares a location pin.
    2. We query your coverage API and list the packages available there.
    3. They sign up in a Flow or ask for a call from sales.
    Coverage APILocation requestCRM
    Custom build

Professional services

Case updates, marketplace leads and repeat bookings for firms, agencies and service businesses.

  • Legal and accounting

    Case status from the case file

    Clients keep asking "what's happening with my case?".

    1. The client is identified by their phone number.
    2. We fetch the status from your case system, and Claude drafts a reply from that data.
    3. The client uploads requested documents in the chat. Anything else goes to your team.
    Case-management systemClaudeDocument upload
    Custom build
  • Marketplaces

    Lead alerts with Accept or Decline

    Providers miss new-lead emails, and customers go elsewhere.

    1. A request on your website sends the provider a WhatsApp alert, for example "New request: Grade 10 maths, Rondebosch".
    2. The provider taps Accept or Decline, and we post the answer back to your marketplace.
    3. The customer is told when a provider accepts.
    Marketplace APIUtility templates
    Custom buildFull use case →
  • Salons and services

    Win-back messages by booking behaviour

    First-time customers rarely come back, and email gets ignored.

    1. Contacts are tagged from your booking system: registered but never booked, first-timers, regulars.
    2. Opted-in contacts get short messages at set intervals, and a "how did it go?" after a first booking.
    3. Replies land in the shared inbox, where staff book for them.
    Booking systemContact tagsMarketing broadcasts
    Part runs, part buildFull use case →

HR and internal

For staff who work on their phones, not at a desk: hiring, payslips, leave and field reporting.

  • HR

    Payslips and leave for staff without email

    Printed payslips are expensive, and hourly workers have no portal login.

    1. The employee is verified against payroll with their employee number and ID digits.
    2. They get their latest payslip as a PDF, check leave, or apply for leave in a Flow.
    3. Expense claims go in with a photo of the receipt. Each step reads or writes your payroll or HR system.
    Payroll or HR APIWhatsApp FlowDocuments
    Custom buildFull use case →
  • Recruitment

    First interview in the chat for shift workers

    Applicants on their phones drop out of long job forms.

    1. A poster with a QR code, or the keyword "JOBS", starts the chat.
    2. Screening questions with buttons and lists: suburb, availability, branch. Answers are checked, for example a minimum age.
    3. The profile goes to your hiring system or the branch's email, and a manager can take over.
    Hiring system or emailInteractive lists
    Custom buildFull use case →
  • Recruitment

    Screening test and job alerts

    Physical pre-tests and cold calls through CVs waste recruiters' time.

    1. The candidate taps the link in the ad, or replies Interested to an opted-in job alert.
    2. A Flow collects their details and runs a short multiple-choice test, scored automatically.
    3. Candidates who pass get interview slots and reminders, and each step goes back to your hiring system or a sheet.
    Hiring system or Google SheetsWhatsApp Flow
    Custom buildFull use case →
  • Internal

    Sales figures for field managers

    Regional managers rarely log in to the reporting tool from the field.

    1. The manager asks in plain language, for example "sales in the Western Cape yesterday".
    2. Claude picks out the region, date and measure.
    3. Your reporting system's API returns the figures, sent as a short summary.
    Reporting APIClaude
    Custom buildFull use case →

Any industry

Patterns that fit almost every business that talks to customers on WhatsApp.

  • Any industry

    Bot first, then a warm handover

    Customers have to repeat themselves when they finally reach a person.

    1. A menu or Claude handles routine requests first.
    2. When it can't help, it tells the customer a person will reply, and the chat shows under "Needs reply" in the shared inbox.
    3. Your team sees the whole conversation in the same thread. Their reply pauses automation, and new messages then push to the Android app.
    ClaudeShared inboxAndroid app
    Part runs, part buildFull use case →
  • Any industry

    After-hours reply and FAQ menu

    Messages sent after hours wait until morning.

    1. Out-of-hours messages get your opening times and a menu of top questions.
    2. Claude matches typed questions to the answers you've given us.
    3. Everything else is flagged "needs reply" for the morning.
    ClaudeShared inbox
    Custom buildFull use case →
  • Any industry

    One-tap feedback after a visit or delivery

    Email surveys get ignored.

    1. A message asks "How did we do?" with rating buttons.
    2. A low score asks what went wrong, typed or as a voice note, which is transcribed.
    3. Low scores are flagged to a manager, and results go to a sheet or your CRM.
    Utility templatesVoice-note transcriptionSheets or CRM
    Custom buildFull use case →
  • Any industry

    Payment request during a live chat

    Customers read card numbers out loud, or leave the chat to pay.

    1. Your agent agrees the order or fee with the customer, then types a short command.
    2. A Paystack or Yoco link goes into the thread, and the customer pays on the gateway's own page.
    3. The confirmation and receipt come back to the chat.
    Paystack or YocoShared inbox
    Custom buildFull use case →
  • Any industry

    Support ticket created from a chat

    Customers are sent to email or a web form, and the context is lost.

    1. The customer describes the problem and sends an order or account number and a screenshot.
    2. We create the ticket via your help desk's API and return the ticket number.
    3. Status updates from the help desk come back as WhatsApp messages.
    Zendesk, Freshdesk or your help desk
    Custom build
  • Any industry

    Login one-time PIN over WhatsApp

    SMS PINs arrive late or get filtered.

    1. Your backend generates the code and sends it to our platform.
    2. An authentication message delivers it on WhatsApp.
    3. Expiry and checking stay in your backend. There's no SMS fallback.
    Your login backendAuthentication template
    Custom build

What Euphony builds

Every card above is the same idea in a different industry: WhatsApp at the front, your system at the back, and a conversation in between that our engineers write for your process. In practice that conversation does one or more of three things.

  1. Your system starts the conversationSomething happens in your system, such as an order dispatched, an invoice due or a claim moved to the next stage, and it sends a webhook to our platform. That sends the right WhatsApp message to the right customer.
  2. WhatsApp asks your system mid-conversationThe customer asks something only your system knows, like a balance, an arrival time or whether a part is in stock. The conversation calls your system's API and replies in the same chat. When the customer gives you something, like a lead or a booking, it's written back the same way.
  3. A form in the chat uses your live dataWhatsApp Flows are forms inside WhatsApp. With a Flow endpoint, each screen can fetch live slots, prices or policy details from your system while the customer fills it in.

Around those three patterns sit the parts that already run on our platform: a shared team inbox where a person can take over, message templates, broadcasts to opted-in contacts, and payment links through Paystack and Yoco. Voice-note transcription, with South African language support, is available inside the conversations we build. See integrations for the systems we're asked about most.

"Runs on our platform" or "custom build"?

Each card carries one of three labels, so you know what you're asking for:

  • Runs on our platform. The pieces already exist, and we set them up for you. Examples: the shared inbox for several branch numbers, scheduled alerts to tagged contacts, restaurant ordering into Pilot POS.
  • Custom build. We connect WhatsApp to your system via its API and write the conversation for your process. This covers CRMs, ERPs, policy and claims systems, practice and dealer systems, billing and payroll. None of these is a plug-in you switch on.
  • Part runs, part build. Some of it runs today, and the link to your own system is a build. For example, a Paystack payment link that picks the conversation up again once it's paid already runs, but looking up the bill and vending the airtime in your billing system is built for you.

Your system needs one of three things for us to connect it: an API we can call, a database we can read safely through a small service, or the ability to send a webhook when something happens. If it has none of these, a regular export or a shared spreadsheet is often enough to start. See connecting your own software.

What Meta charges for these messages

Meta charges per delivered message, by category, at the rate for the customer's country code. You pay Meta directly on your own WhatsApp account, and we add nothing to it. The category depends on what the message does:

Meta's rates for South African (+27) numbers from 1 October 2026, in US dollars per delivered message.
What the message doesMeta categoryRate
Replies while the customer's 24-hour window is open: order status, balances, claims chat, handoverService$0.0095, after the first 1,000 free per number each month
Updates your system starts: confirmations, reminders, delivery and payment-due messagesUtility$0.0095
One-time PINs and login codesAuthentication$0.0095
Offers, win-back, abandoned carts and campaignsMarketing$0.0379
Messages customers send youn/aFree

Meta categorises each template. Marketing is for promotional messages and utility for transactional or informational ones, so keep offers out of a reminder if you want it priced as utility. Volume tiers lower the utility rate from 100,001 messages a month and the authentication rate from 300,001; marketing has no volume tiers. When a conversation starts from a click-to-WhatsApp ad, Meta gives a free messaging window of at least 72 hours (Meta's pricing page; see our guide to the free window).

Source: Meta, Pricing on the WhatsApp Business Platform with its rate cards and volume tiers, and customer service windows (opened 26 Oct 2026). See our pricing page for rand estimates and worked examples.

What these use cases can't do on our platform

We rewrote every pattern in the library so it works within these limits. It's better you hear them now than halfway through a build.

  • No business-initiated WhatsApp calls. Where a pattern needs a call-back, the request lands in your shared inbox and a person phones the customer outside WhatsApp.
  • No assigning chats to specific agents. Your team works from one shared inbox, and automation pauses when someone replies. Routing to named people can happen in your own CRM or help desk.
  • No ready-made knowledge base. Claude sorts messages, pulls out details and drafts replies. Answering from your documents or product data is a custom build, with the facts coming from your systems or written into the build. See what a WhatsApp AI agent costs.
  • No WhatsApp Business app on the same number. Our platform doesn't support using the app and the API together. Meta only lets a number that's already on WhatsApp be registered for the API once it has been deleted from the app (Meta's business phone numbers page). You can use a new number, or an existing business number that isn't on WhatsApp yet.
  • No WhatsApp catalogue or product messages. Products are shown with lists, image carousels and link buttons instead.
  • Payments through Paystack and Yoco only.
  • No do-it-yourself builder. Our engineers write and change the conversations. You tell us what should happen.

How to pick your first use case

The best first build is usually not the most impressive one. Look for these three things together:

  • A question your team answers all day. "Where's my order?", "What do I owe?" and "Is my claim approved?" are the classics. If your team copies the answer out of a system, a build can do the copying.
  • A system that already holds the answer. If the data lives in a CRM, ERP or booking system with an API, the build is mostly the conversation. If it lives in someone's head, start with the shared inbox instead.
  • A clear moment to hand over. Decide up front when a person takes over, so customers never get stuck in a loop.

Many businesses then add a second job that uses the same connection. Once WhatsApp can read your order system for status questions, sending delivery updates from that system is a smaller step.

How we'd build yours

  1. We map the job with youWhich events send a message, which questions WhatsApp answers, what goes back into your system, and when a person takes over.
  2. You connect your own WhatsApp accountThrough Meta's Embedded Signup. You add your own payment method, so Meta bills you directly. Codeswop is a Meta Tech Provider, which is what lets us connect your account this way.
  3. We build and test against your systemUsing a sandbox or test records before anything reaches real customers. Templates go to Meta for review.
  4. We go live and keep it runningWe watch delivery and failure reports, and handle the changes when your system's API or Meta's rules change.

Already on another provider? You can share your WhatsApp account with us without moving your number. Templates are recreated. See switching providers.

Questions

Questions about WhatsApp use cases

What can a business use the WhatsApp Business API for?

Mostly four jobs: answering customer questions from your own systems (order status, balances, policy details), collecting things in the chat (bookings, claims, applications, documents and payments), sending updates when something changes (confirmations, reminders, delivery and payment-due messages), and marketing to customers who opted in. Euphony builds these into the systems you already run.

Are the businesses in these use cases Euphony clients?

No. The use cases are patterns seen in the South African and international market, gathered from public sources. None of the businesses behind them is a Euphony or Codeswop client, and we don't claim to have built them.

Which use cases run on your platform and which are custom builds?

The shared team inbox, templates, marketing broadcasts to opted-in contacts, Paystack and Yoco payment links, Shopify and Ecwid catalogue sync with WhatsApp orders pushed to the shop, events and tickets with QR check-in, and restaurant ordering into Pilot POS already run on our platform. Anything that reads from or writes to your own CRM, ERP, policy, booking or billing system is a custom build: we connect WhatsApp to it via its API.

What does Meta charge for these WhatsApp messages in South Africa?

Meta charges per delivered message by category. From 1 October 2026, for South African numbers: marketing US$0.0379, and utility, authentication and service US$0.0095 each. Each business number gets its first 1,000 service messages a month free, and messages customers send you are free. Meta bills you directly; Euphony adds nothing to these rates. Source: Meta's pricing page.

Can a WhatsApp bot answer questions from our website or documents?

Not out of the box. Our platform uses Claude to sort messages, pull out details and draft replies, and to transcribe voice notes. There is no ready-made knowledge base. Answering from your documents or product data is a custom build, with the facts coming from your own systems or written into the build.

Can chats be assigned to a specific agent?

No. Your team works from one shared inbox, and automation pauses when someone replies. If you need routing to named people, it can happen in your own CRM or help desk, which we can connect WhatsApp to.

Can we keep using the WhatsApp Business app on the same number?

Not on our platform: we don't support using the app and the API on one number. Meta only registers a number that's already on WhatsApp for the API once it has been deleted from the app. You can use a new number, or an existing business number that isn't on WhatsApp yet.

Related

Tell us which job WhatsApp should do first

Send us the question your team answers most, and the system that holds the answer. We'll tell you whether it runs on our platform today or needs a build, and what Meta would charge for the messages.

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