WhatsApp Handled Like Any Other Channel
Your customers and engineers already live on WhatsApp. Build Concierge plugs it straight into your business, so every message is captured, actioned, and on the record.
No more instructions living on someone’s personal phone.
No more work requests that never reach the system.
No more customers ignored on the channel they actually chose.
The problem
WhatsApp is where the real conversations happen. Customers message to book work. Engineers send updates from site. Instructions fly back and forth.
And almost none of it reaches your systems:
- A work request arrives on WhatsApp and never becomes a job
- The only record of an instruction is on one person’s phone
- The engineer’s site update never makes it onto the job record
- Customers message you on WhatsApp and get silence, because the office only watches email
If it’s not in the system, it didn’t happen. And right now, a lot of your business isn’t in the system.
What the automation does
When anyone messages your business on WhatsApp, Build Concierge treats it like any other channel:
- Replies instantly, so the customer knows they’ve been heard, even out of hours
- Reads the message and works out what it is: a new job request, a question, or an update from an engineer
- Creates the job in your job management system when it’s a work request, matched to the right customer
- Logs engineer updates as notes against the right job
- Flags anything that needs a human, with the full conversation attached
Every message ends up where it belongs. Nothing lives solely on someone’s phone.
What you get
- The channel your customers prefer, plugged into your systems
- Every WhatsApp message on the record
- Instant responses, 24/7
- Engineer updates that file themselves
- One less inbox for the office to watch
Every message is captured and actioned, with engineer updates filed against the right job automatically.
Customers get instant responses even when the office is closed, and your team gets one less inbox to watch, because WhatsApp now watches itself.
Ways to run it
Every business uses WhatsApp differently, so the automation flexes to match:
Site updates, filed automatically
Engineers send updates by WhatsApp and each one is logged as a note against the right customer record. No typing, no forwarding, no lost photos.
Parts and purchase orders from site
An engineer requests a part over WhatsApp, the purchase order is raised in your job management system, and they get a confirmation back. All from one message.
Quotes built by message
Send the details over as a WhatsApp message and the quote is created in the system before the engineer is back in the van.
Instant auto-response
Every customer who messages gets an immediate, helpful reply, with new job requests turned into jobs automatically.
What you need
Just three things:
- Build Concierge connected to your job management system
- A WhatsApp number for the business
- A decision about what happens automatically and what gets passed to a person
We support you in connecting to your job management system, and we help you set up the WhatsApp number or connect the one you already use. And you stay in control throughout: you decide exactly what the automation handles and what always goes to a person.
Getting set up
Step 1: Talk to us
Tell us who messages you on WhatsApp today (customers, engineers, or both) and what those messages usually contain.
Step 2: We build it with you
We set up the responses, the job creation, and the routing to match how your business works.
Step 3: Test it live
We send real messages through together, check everything lands in the right place, then switch it on.
Most businesses are up and running within days.
Common Questions
Instant acknowledgements are clearly from the business, and anything that needs a real conversation goes straight to your team. Customers just experience fast, reliable responses.
No. That’s the point. They message the same way they always have. The difference is that what they send now files itself.
Yes. Messages are read and understood, not just stored. Job requests become jobs, questions get answers, and anything unclear goes to a person.
The opposite. Every WhatsApp conversation is visible in one shared inbox alongside email, SMS, and calls, instead of scattered across personal phones.
Messages still get an instant reply, jobs still get created, and anything urgent can be escalated. Monday morning starts with everything already logged.
Ready to put WhatsApp on the record?
Get in touch with the Build Concierge team and we’ll set it up around the way you work.
More from the knowledge centre
Sensitive site issues, sent straight to the right people
Choose the sites and words that need special attention. When a completed job report or incoming email matches them, Build Concierge alerts the right managers with the details and a link to the job.
When your team can't answer, your Receptionist can
Calls answered, even when your whole team is already on the phone. When every line is busy, or a call rings without an answer, your Concierge Receptionist picks it up, follows the call handling process you choose and sends your team a clear summary. Urgent calls are flagged, so the most important call backs happen first.
Unfinished jobs, flagged before tomorrow
At the end of each working day, Build Concierge sends your team one clear list of scheduled jobs not yet marked complete, so open work is easier to catch before tomorrow.
Missing job card answers, sent back to the engineer
When a job is completed, Build Concierge sends the engineer who attended a follow-up task to fill in any blank job card questions, so your office spends less time chasing.
Engineer notes, turned into a clear job summary
What was done, what was fitted and what is still outstanding, clear in seconds. When a job is completed, Build Concierge reads the engineer's notes and worksheet answers, adds a short, plain-English summary to the job and compares the materials fitted with the job's financial lines, so missing charges are spotted before the invoice goes out.
Website orders in. Invoice-ready jobs out.
When a website order arrives, Build Concierge reads the confirmation email, creates the job in your job management system, adds the financial lines and passes it to accounts, without anyone retyping the order.
Sensitive site issues, sent straight to the right people
Choose the sites and words that need special attention. When a completed job report or incoming email matches them, Build Concierge alerts the right managers with the details and a link to the job.
When your team can't answer, your Receptionist can
Calls answered, even when your whole team is already on the phone. When every line is busy, or a call rings without an answer, your Concierge Receptionist picks it up, follows the call handling process you choose and sends your team a clear summary. Urgent calls are flagged, so the most important call backs happen first.
Unfinished jobs, flagged before tomorrow
At the end of each working day, Build Concierge sends your team one clear list of scheduled jobs not yet marked complete, so open work is easier to catch before tomorrow.
Missing job card answers, sent back to the engineer
When a job is completed, Build Concierge sends the engineer who attended a follow-up task to fill in any blank job card questions, so your office spends less time chasing.
Engineer notes, turned into a clear job summary
What was done, what was fitted and what is still outstanding, clear in seconds. When a job is completed, Build Concierge reads the engineer's notes and worksheet answers, adds a short, plain-English summary to the job and compares the materials fitted with the job's financial lines, so missing charges are spotted before the invoice goes out.
Website orders in. Invoice-ready jobs out.
When a website order arrives, Build Concierge reads the confirmation email, creates the job in your job management system, adds the financial lines and passes it to accounts, without anyone retyping the order.
Sensitive site issues, sent straight to the right people
Choose the sites and words that need special attention. When a completed job report or incoming email matches them, Build Concierge alerts the right managers with the details and a link to the job.
When your team can't answer, your Receptionist can
Calls answered, even when your whole team is already on the phone. When every line is busy, or a call rings without an answer, your Concierge Receptionist picks it up, follows the call handling process you choose and sends your team a clear summary. Urgent calls are flagged, so the most important call backs happen first.
Unfinished jobs, flagged before tomorrow
At the end of each working day, Build Concierge sends your team one clear list of scheduled jobs not yet marked complete, so open work is easier to catch before tomorrow.
Missing job card answers, sent back to the engineer
When a job is completed, Build Concierge sends the engineer who attended a follow-up task to fill in any blank job card questions, so your office spends less time chasing.
Engineer notes, turned into a clear job summary
What was done, what was fitted and what is still outstanding, clear in seconds. When a job is completed, Build Concierge reads the engineer's notes and worksheet answers, adds a short, plain-English summary to the job and compares the materials fitted with the job's financial lines, so missing charges are spotted before the invoice goes out.
Website orders in. Invoice-ready jobs out.
When a website order arrives, Build Concierge reads the confirmation email, creates the job in your job management system, adds the financial lines and passes it to accounts, without anyone retyping the order.
TW Drainage Case Study
Join the smart businesses scaling with Build Concierge.
Built for service businesses of every size, our AI powered customer engagement platform helps you respond faster, cut admin and deliver a better customer experience.
