01 · Message arrives: Message, customer, and history arrive together.
INBOX · NEW MESSAGEWZ-2048
“My package hasn’t arrived yet. Can you help?”
CustomerDeliveryPending
01 / The route
A message is only the beginning.
Follow the decisions Wazapin makes before a customer ever sees the next reply.
One message. Four decisions. One clear next move.
02 · Route is chosen: Intent chooses the next path.
Clear answer
Auto-reply
Verified source · order status is ready
Needs work · draft
Sensitive · human handoff
03 · Context is attached: Approved sources ground the answer.
Context bundleReady to use
Conversation historyWhat was already said—and what was promised.
Business knowledgeThe answer your team has approved.
Live recordOrder, booking, or customer detail for the next step.
04 · Next move happens: Reply or handoff, with an owner.
Next moveOwner attached
Reply ready
Specific, sourced, and ready for review.
Human handoff
The full story follows the owner.
02 / The context
Good answers carry their sources.
The useful part of AI is not sounding clever. It is bringing the right facts into the next sentence.
Context is assembled from what your team knows and what is happening right now.
Context bundleReady to use
Conversation historyThe facts and promises already in the chat.
Business knowledgeThe answer your team has approved—not a guess from the internet.
Live recordOrder, booking, or customer detail that makes the next step real.
Why it mattersGrounded, not generic
The customer doesn’t have to start over.
The right context follows the conversation, so the next answer can be specific from the first sentence.
Source attached to the reply
03 / The human side
AI knows when to stop.
For sensitive moments, stopping is the smart action. The team gets the full story—not a blank thread.
Your team decides how much autonomy each workflow should have.
Human handoffReview required
“I’d like a refund for this order.”
AI found a high-stakes action
Next moveBilling specialist
A person should review this first.
Order, conversation, and reason attached.
Control modesSet per workflow
AutoAI answers when the path is clear.
AssistAI drafts; the team decides.
Human onlyPeople own the whole conversation.
No silent money movement. No blank handoffs.
04 / The takeaway
A better response starts before the reply.
From message in to next move out, Wazapin keeps the customer story moving—and the team in control.
See Wazapin in actionDesktop: sticky story + stacked cardsMobile: flat read-through · same decision order