An outage affects hundreds of customers at once, and billing questions arrive steadily every single day. A WhatsApp channel for a utility only works with routing, tagging, and reporting built to match that scale - not a single inbox one person tries to keep up with.
Routing so no surge overwhelms one agent
Billing, outage, or service request
See reply times and volume across your whole team
An outage can generate hundreds of messages within minutes - if they all land on one number with no routing or shared visibility, response time collapses exactly when customers need reassurance most.
Day-to-day billing questions have a quieter version of the same problem: steady volume with no way to see, in aggregate, whether the team is actually keeping pace or slowly falling behind.
New conversations distribute automatically, so a surge doesn't overwhelm whoever happens to be first to notice it.
Tag conversations as billing, outage, or service request, so patterns and volume are visible by category.
An automation can send an immediate acknowledgment during a known outage, buying time for a full reply to follow.
Team-wide analytics show reply time and volume trends, not just what's happening in one conversation.
Messages route automatically across every available agent instead of piling onto one.
An automation sends a quick acknowledgment while agents work through the full queue.
By issue type, so it's clear afterward how much volume was outage-related versus routine billing.
Team-wide reporting shows how reply times held up, informing staffing for the next event.
Automatic routing across the full team, so a message surge distributes rather than bottlenecking
Tags for billing, outage, or service-request categories, feeding into segments and reporting
Automations for immediate acknowledgment replies during high-volume periods
Team-wide analytics on reply time and workload (Medium and Large plans)
Follow-up tasks for service requests awaiting a technician visit or resolution
Multiple connected numbers supported for different regions or service lines
Routing distributes new conversations across your whole team automatically, and automations can send immediate acknowledgments to buy time for full replies.
Yes, using tags - tag by issue type and use that tag to filter, segment, or report on volume by category.
Team-wide reply time and volume data (on Medium and Large plans) reflects real activity, useful for reviewing how a specific surge was handled.
The same shared inbox, pipeline, and automation flex to fit most WhatsApp-driven sales or support workflow.
