Omnichannel Sales Desk
One governed desk for orders and inquiries arriving from WhatsApp, phone, web and field sales.
Scoped engagement with a documented delivery path
Overview
Turn an everyday problem into a clear workflow
Orders arrive through five channels and live in five inboxes; nothing is traceable, follow-ups slip, and the best customer gets the worst answer.
Teams this is designed for
Commercial leaders running multi-channel B2B sales teams.
What it includes
Unified intake from messaging, phone notes and web forms
Structured order drafts with human confirmation
Channel and customer response-time reporting
Handoff rules to finance and warehouse
The intended outcome
Every inquiry is captured once, answered measurably faster, and never silently dropped.
Workflow
How would this work in practice?
An illustrative situation
This scenario explains a possible workflow; it is not a customer case study.
The starting point
A customer starts on WhatsApp and later phones the office.
The proposed workflow
Both interactions are linked to one inquiry, with a named owner and next action.
An output to examine
Sales and operations see the same status instead of parallel records.
Before (illustrative workflow)
- WhatsApp on one phone, email on another
- Orders copy-pasted between apps
- No record of what was promised
- Follow-up depends on memory
After (illustrative workflow)
- All channels land in one structured desk
- AI drafts the order; human confirms
- Promises and follow-ups are logged automatically
- Managers see response time per channel
The engagement path
Understand the workflow
Review the current process, representative data, constraints and the people responsible for decisions.
Run a bounded pilot
Test one agreed workflow with real examples, human review and success measures tied to your current baseline.
Review before expanding
Decide the next step from observed results. Any production rollout, training and ongoing support are specified in the agreed proposal.
Inputs & deliverables
What do we start with, and what do you receive?
Inputs we discuss
- Channel inventory and permitted access methods
- Customer and product reference data
- Routing and response ownership
Channel access (messaging API or export), product/customer master data, order rules.
Proposed deliverables
- A shared inquiry and order register
- Routing and handoff rules
- Channel response report
Channel-by-channel pilot, then deployment with routing rules, dashboards and team training.
Scope and responsibilities
Prices, promises and outbound messages remain subject to your approved rules and human authority. Channel access is verified before any integration is proposed.
Success measures
How will we evaluate the result?
- First-response time by channel
- Unassigned or duplicated requests
Your team agrees the baseline, target and measurement method before implementation. Results depend on data quality and the operating context.
Questions
Common questions
Do you offer a WhatsApp API account?
No — we work with your existing channels and access. We never ask customers to move channels.
What if a channel has no API?
We design a realistic intake (forwarding address, export, or operator console) instead of pretending integration exists.
What should we share to start?
A short description of the process, a few representative examples and the decision owner are enough for the first conversation. Do not send confidential files through the public request form.
Is this ready-to-buy software?
This is an implementation engagement with a documented delivery approach. Configuration, integration, price and timing depend on your data, systems and agreed scope.
Do we need to replace our current systems?
Not automatically. We first examine the existing tools and access methods. Keeping, connecting or replacing a component is an explicit scope decision.
Related solutions
Related paths to explore
QuoteDesk — Fast Quotation & Pricing Desk
Turn hours of manual quotation work into governed, human-approved workflows — pilot target: minutes per quote.
View detailsScoping engagementCustomer Support Copilot
Draft replies from your real support history; agents approve and send.
View detailsScoping engagementMultichannel Order Desk
One desk for orders from every channel, with stock that does not double-sell.
View detailsRelated research
Read more about the approach
The next step
Does this problem sound familiar?
No payment and no account needed. You submit a request; we review your context personally and reply with next steps.