Design for the agency's own business first.
Client businesses should keep their numbers, credentials, contacts, workflows, inboxes, and teammate access inside their own workspaces. Do not combine unrelated customer data into the agency's operating workspace.
Use the agency's own WhatsApp number to collect a useful brief, book a discovery call, request approved onboarding material, and move client questions into the right delivery queue. Keep the conversation and structured answers together so the next teammate can continue without another intake call.
In one line
For an agency, the first useful WhatsApp workflow is usually its own enquiry and client-service path. Waaru is not a cross-client reseller console or an account switcher for operating unrelated customer businesses from one workspace.
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The example follows an inbound agency lead through structured brief capture, a verified discovery slot, and a delivery handoff. Ownership changes while the source and answers remain attached.
ACTIVE OWNER
Growth
This is the agency's own enquiry workflow. Client businesses keep their credentials and operating data in their own workspaces.
Operating boundary
Decide which conversations belong to the agency, which fields are needed, which integrations own documents or appointments, and when a person must take over.
Use the agency's connected WhatsApp number and approved teammate roles. Grant each Google, calendar, CRM, or automation connection only the permissions required for the selected action.
The workflow can use inbound messages, Flow answers, contact fields, thread history, and supported records from connected providers. It should not read across unrelated client workspaces.
Logic Flow can update the agency's contact and conversation state and read supported availability. It does not create or change the booking; use a separate supported action or authorised teammate for that write.
Inbound replies, Flow submissions, verified provider events, and human assignment can move the enquiry or service path. A scheduled business-initiated message uses the appropriate campaign route, not a long-running inbound flow.
Test incomplete briefs, duplicate enquiries, unavailable calendars, file-access failures, reassignment, opt-out, late replies, and provider downtime before publishing.
No cross-client reseller control, shared client credentials, automatic project judgement, or unreviewed promises about scope, price, delivery date, or campaign results.
Unknown scope, pricing questions, failed bookings, and delivery complaints stay in the shared inbox with the original source and collected answers for an accountable teammate.
The problem
A prospect sends a one-line message, a strategist asks for context, someone shares a calendar, and the delivery team later searches the thread for the original promise. Existing clients may use the same number for assets, approvals, invoices, and urgent support. The cost is repetition and unclear ownership, not a lack of messages.
New business
Ask for the service needed, business type, current problem, desired timing, budget range, and preferred contact. Keep optional questions optional and explain why a required field matters. Route by explicit service or location rules, not an inferred lead score. A complex scope, procurement request, or price negotiation should move to a person early.
Scheduling
Read verified availability through a tested Google Calendar or Cal.com connection and let the prospect choose a preferred slot. The conversational flow does not create or change the booking. Complete that write through a separate supported action or an authorised teammate, then confirm the meeting, owner, timezone, and change route in the thread. If the provider is unavailable, preserve the brief for the new-business team. Review the Google Calendar integration boundary before publishing a booking action.
Onboarding
After a person confirms the engagement, use a structured checklist for brand documents, access prerequisites, billing contact, approval owner, and kickoff availability. Send a link to the agency's approved storage or form rather than asking for sensitive credentials in a chat. A Google Drive or Sheets connection should use the narrowest documented permission and a tested unavailable path.
Client service
A configured list can separate status, creative approval, campaign issue, invoice, access request, and urgent help. Store project or account context as an explicit field, then assign the thread to account management, delivery, finance, or support. The teammate should see the request and recent conversation before accepting it.
Communication
A client asking about current work is in a service conversation. A past prospect receiving a new offer is a marketing audience. Keep purpose, consent, template, timing, owner, and opt-out state separate. Use an eligible campaign for later business-initiated messages and stop immediately when the contact opts out or asks not to be contacted.
Operations
Track enquiries with a complete brief, time to acceptance, discovery calls requested and confirmed, incomplete onboarding items, client requests waiting without an owner, reassignment, provider failures, and opt-outs. Join signed-project or retained-client outcomes only in the agency's own CRM with its own definitions. A delivered message is not proof of revenue or campaign performance.
Yes. A deterministic workflow can collect service, business type, problem, timing, budget range, and contact preference, then route the conversation to the responsible new-business teammate.
No. Waaru is not a cross-client reseller console or workspace switcher. Each client business should keep its number, credentials, contacts, workflows, inbox, and teammate access inside its own workspace.
The conversational flow can read supported availability and collect a preferred slot. Booking creation or changes use a separate supported action or authorised teammate. Configure the event owner, timezone, reschedule, cancellation, and provider-failure path before publishing.
The agency can send its approved upload or form link and keep an onboarding checklist in the workflow. Do not ask a client to share passwords or sensitive credentials in a normal chat message.
Business-initiated updates need an eligible audience, approved template, defined purpose, current project state, and stop logic through the appropriate campaign path. The inbound Logic Flow should not be treated as a long-running weekly scheduler.
Measure complete briefs, time to acceptance, calls confirmed, onboarding items outstanding, requests awaiting an owner, and provider failures. Attribute signed work or retention only through the agency's own reviewed sales data.
Research notes
These sources define the messaging and structured-form boundary. Each agency remains responsible for its client contracts, access model, claims, and operating process.
WhatsApp's Business Messaging Policy governs acceptable business use, message purpose, user control, and opt-out handling.
WhatsApp Business Messaging Policy · Accessed 20 August 2026
Meta documents WhatsApp Flows as structured experiences that open inside WhatsApp.
Meta for Developers · Accessed 20 August 2026
Plan client intake questions
Give each question a purpose and name the receiving owner.
Google Calendar integration
Review discovery booking permissions and recovery.
Google Drive integration
Understand document access and setup boundaries.
Google Sheets integration
Map intake records without treating a sheet as every source of truth.
Human handoff
Carry the brief and thread into an accountable team queue.
Zapier integration
Visual flow builder
Start with the agency workflow your own team repeats every day.
Bring the current enquiry, calendar, brief, onboarding, and service-routing steps. We will map one accountable path without mixing client workspaces.
