The short answer
Use WhatsApp to collect a bounded service request, check coverage and create a job in your operations system. Offer a slot only when capacity is known. Keep dispatch, pricing approval and the final completion record under explicit business rules.
Ask for information that changes the job
For an appliance repair company, the useful details may be appliance type, model, symptom and service area. Avoid a long generic questionnaire. Let a customer send a voice note if that is easier, but ask them to confirm the extracted details before the system books a visit.
Capacity is more than an empty calendar
A visit needs the right skill, travel time, opening hours and possibly parts. Use the scheduling system’s actual rules. If a reliable capacity API is unavailable, offer a requested window pending staff confirmation. Label that status clearly so the customer does not wait for an appointment that was never accepted.
Example: a technician is delayed
A dispatcher changes the expected window in the job system. That event triggers an appropriate update to the customer. The reply can accept the change or request a callback. Do not let an assistant promise an arrival time from a technician’s last known location unless the operational system supports that estimate.
Close the loop after the visit
The technician records the agreed outcome, work performed and any follow-up. The customer receives an appropriate summary or secure invoice link. A missing completion event goes to the dispatcher. Closing a chat should never automatically close a job that still needs parts or another visit.
What to prove in the pilot
Test out-of-area requests, emergency wording, duplicate messages, no available technician and a customer changing an address. Define an urgent human route. Measure request-to-assignment time, scheduling corrections and jobs left without an owner; the objective is a reliable handoff, not just faster replies.
Sources & scope
Official references checked on 20 October 2026. Workflow examples are proposed designs, not client case studies. Confirm current provider features and project requirements before implementation.