Conversation
Start from the customer's actual message and channel source.
Rellooma resources
Start with the operating decision you need to make.
These guides describe current prerequisites and safe states. They do not imply provider approval, live access or business results.
Product guidance reflects the documented Rellooma workflow. Check connection and permission state inside the App before live use.
Use the guides as one connected operating sequence.
Memory
Capture only the useful facts, owner and unresolved question.
Action
Test the next step and human recovery before any live decision.
What is a customer conversation CRM?
A conversation CRM keeps the message, customer record, owner and next action together, so a handoff starts with context instead of another search.
Before you start
Choose one real customer thread and name the teammate responsible for its next step.
Working sequence
- Link the message to the right customer record.
- Record the stated need, owner and unresolved question.
- Set one next action with a clear due point.
Expected result
Anyone opening the record can understand what happened and what must happen next.
How AI-to-human handoff should work
Define the questions AI may help with, the signals that require judgment and the teammate who receives the full conversation when a handoff happens.
Before you start
List approved answer sources and the situations that require judgment.
Working sequence
- Define what AI may answer from approved knowledge.
- Add handoff signals such as uncertainty, sensitivity or a direct request for a person.
- Send the complete thread and known context to a named owner.
Expected result
The customer does not need to repeat the conversation when a person takes over.
A WhatsApp + Instagram conversation workflow
Bring supported messages into one customer view, keep their channel source visible and continue the follow-up without losing the original thread.
Before you start
Use eligible WhatsApp and Instagram business assets and confirm official access in the App.
Working sequence
- Receive a supported inbound message.
- Keep its channel source attached to the customer view.
- Continue follow-up from the same context with human control available.
Expected result
Channel changes do not split the customer story or hide the responsible owner.
Qualify a lead from messaging
Capture only what the customer actually says about their need, timing or preferred service, then assign a person to the next sales step.
Before you start
Agree on the minimum facts Sales actually needs before follow-up.
Working sequence
- Ask only for need, timing and an appropriate contact preference.
- Store facts the customer explicitly provided.
- Assign the next sales action to a person.
Expected result
Sales receives a useful, reviewable lead record rather than an invented score.
Test customer-message automation before live use
Run a normal request, an unclear request and a handoff case in Sandbox. Confirm the answer source and owner before enabling a live channel.
Before you start
Prepare one normal request, one ambiguous request and one handoff case.
Working sequence
- Run each case in Sandbox.
- Check the answer source, captured facts and owner.
- Correct the workflow before considering a live connection.
Expected result
The team knows how the workflow behaves in success, uncertainty and recovery.
Meta messaging setup checklist
Prepare the right business assets, account role and supported channel, complete the official connection flow and verify the saved account before testing.
Before you start
Confirm business ownership, account roles and eligible professional channel assets.
Working sequence
- Complete the provider's official connection flow.
- Verify the saved account and permission state in Rellooma.
- Test inbound behavior before enabling customer-facing automation.
Expected result
A connection decision is based on current provider evidence, not a saved badge alone.
Sales and support need different conversation workflows
Sales follows qualification and ownership; support follows known context, approved help and unresolved work. Both need a clear person to take over.
Before you start
Choose one Sales case and one Support case that your team handles today.
Working sequence
- Map Sales to qualification, owner and follow-up.
- Map Support to known context, approved help and unresolved work.
- Give both flows an explicit human takeover path.
Expected result
Each workflow serves its own customer job without reusing generic automation copy.
Build useful business knowledge for AI
Write short, approved answers for products, services and policies. Name the source owner, review date and questions that must always go to a person.
Before you start
Collect approved product, service and policy answers from accountable owners.
Working sequence
- Write short answers with a source and review date.
- Separate facts from questions that require judgment.
- Test unclear wording and revise before use.
Expected result
AI assistance is grounded in maintained business knowledge and knows when to hand off.
Check connection health without guessing
Separate saved account state from current permission and delivery evidence. Reconnect only through the provider's official flow when the App asks for it.
Before you start
Know which account should be connected and who can reauthorize it.
Working sequence
- Compare saved account state with current permission evidence.
- Run a safe inbound test where available.
- Reconnect only through the official provider flow when required.
Expected result
The team can distinguish configuration, permission and delivery problems.
Measure conversation outcomes responsibly
Track ownership, next action and resolved or unresolved work. Do not turn draft replies or provider status into invented revenue or service results.
Before you start
Define an outcome your team can observe without inferring revenue or satisfaction.
Working sequence
- Track owner and next action.
- Mark work resolved or unresolved using a documented rule.
- Review exceptions and missing follow-up.
Expected result
Analytics describes operational work honestly without turning drafts into business results.
Prepare for a 7-day trial
Choose one channel, two operators and one workflow to test. The published trial values remain a draft until the App enforces them on the server.
Before you start
Choose one eligible channel, up to two seats and one workflow to evaluate.
Working sequence
- Verify email and enter Sandbox first.
- Use the published draft caps as planning boundaries, not active entitlement proof.
- Review the server-enforced state before relying on any live trial behavior.
Expected result
The team has a focused evaluation plan while commercial activation remains clearly gated.
Plan support automation
List approved answers, escalation signals and the person who owns unresolved work. Test unclear and sensitive questions before any live use.
Before you start
List frequent questions, approved answers, escalation signals and owners.
Working sequence
- Ground routine help in approved knowledge.
- Route unclear or sensitive requests to a person.
- Track the unresolved action until a teammate completes it.
Expected result
Automation reduces context loss while responsibility stays visible.