WhatsApp, SMS, Phone – Customer Communication Channel

Customers don’t just email or submit tickets—they text, call, and message on WhatsApp. Those conversations are fast and personal, but also fragmented and hard to track. Important details live in phones instead of CRMs, agents scramble to recall history, and follow‑ups fall through the cracks. WhatsApp, SMS, and phone + CloneForce routes this work to Clones that triage, respond, and log interactions—so every message and call becomes structured data your teams can act on.

CloneForce pulls WhatsApp, SMS, and phone into one organized view. Clones group conversations by customer, account, or case, surface active issues and pending replies, and maintain a clean timeline of touchpoints—so teams see a single history across text and voice instead of hopping between apps and devices.

Connect your messaging and telephony providers, then choose which numbers, queues, and use cases matter. Clones learn your macros, policies, tone, and routing rules—including when to escalate to humans. They honor opt‑in/opt‑out and channel permissions while adapting to your SLAs, hours, and regional norms.

Ask and it’s handled: “Reply to this WhatsApp,” “Turn this SMS into a case,” or “Summarize this call and update the CRM.” Clones draft or send responses, capture key details from text and voice, tag sentiment and urgency, and attach everything to the right customer record.

Conversation triage & reply drafting

Clones help keep inbound volume manageable by categorizing and prioritizing messages across WhatsApp and SMS: “Urgent,” “High‑value,” “Routine,” and “Spam/Noise.” They suggest or send replies based on your templates and policies, gather missing details with smart prompts, and hand off to humans when needed. For FAQs and standard flows, they reuse proven patterns so agents are mostly reviewing, not typing from scratch.

Phone call summaries & outcomes logging

For inbound and outbound calls, Clones capture the essence of the conversation: reason for call, key points, decisions, and next steps. They generate concise call summaries, tag sentiment and outcome (Resolved, Follow‑up required, Escalated), and push updates into CRM, support, or account records—so call notes are complete, consistent, and findable later.

Customer 360 timelines & follow‑through

Clones assemble unified timelines for each customer across WhatsApp, SMS, and phone: messages, calls, promises made, and tasks created. They watch for missed follow‑ups, remind owners, and draft nudges or check‑ins. Leaders and reps see “what happened, what’s open, what’s next” in one place, regardless of which channel the customer chose.

Always‑on frontline support

Clones provide coverage when human teams are busy or offline. They answer common questions, acknowledge new issues, gather triage details, and set expectations on response times. When humans come online, they inherit context‑rich threads and ready‑to‑act cases instead of a pile of unstructured messages.

Proactive and event‑driven outreach

Clones trigger outbound WhatsApp, SMS, or phone workflows from key events—new orders, upcoming renewals, delivery updates, scheduled appointments. They personalize messages using CRM and billing data, coordinate timing and frequency to avoid spam, and sync responses back into your core systems.

You have questions, we have answers. What can Digital Teammates actually do in WhatsApp, SMS, and phone without losing the human touch?

See how Digital Teammates across your customer channels can keep conversations responsive, consistent, and fully logged—without adding more tools or tabs for your teams.

CloneForce for WhatsApp, SMS & Phone

Never drop a customer message — with AI Clones across WhatsApp, SMS, and phone

Run customer conversations from one connected view

Clones learn your customers, playbooks, and escalation paths

Clones do first‑line replies, triage, and logging—accurately, fast, in context