Common questions
Business information
Answers approved questions about WRPB, its services and the usual repair or assessment process.
What Aria handles
The current version covers the main WhatsApp enquiry journeys that do not require access to WRPB’s workshop management system.
New work
Assessment enquiries
Captures the vehicle and damage details needed for the WRPB team to review an assessment or quotation request.
Claims
Insurance enquiries
Collects insurer, claim and incident information without making decisions about cover, liability or authorisation.
Existing customers
Repair-status requests
Collects the customer’s identifying and job details, then sends the request to reception for a manual status update.
Appointments
Booking preferences
Records the preferred date, time and reason for the visit. Reception confirms the final booking.
Support
Complaints and human help
Acknowledges the concern, captures the requested outcome and routes the enquiry to the WRPB team.
AI identity disclosed
Short WhatsApp replies
English service
Privacy and opt-out respected
How an enquiry works
Aria keeps the conversation simple and gives reception a useful, confirmed enquiry instead of a loose message.
Step 1
Understand the request
Aria identifies the type of enquiry and answers approved questions where possible.
Step 2
Collect the details
She asks only for information relevant to that customer’s request.
Step 3
Confirm the summary
The customer checks the key details before the enquiry is sent.
Step 4
Send to reception
Aria confirms that WRPB will review the enquiry, offers any final help and closes politely.
What reception receives
Confirmed enquiries are sent to reception@wrpb.co.za with the relevant details supplied by the customer.
Customer and vehicle
Useful identifying information
- Customer name and WhatsApp number
- Vehicle registration, make, model and year where relevant
- WRPB job number for existing repair work, when available
- Preferred contact time or booking preference
Enquiry details
What the customer needs
- Reason for contacting WRPB
- Damage, incident or complaint summary
- Insurer or private-payment details where relevant
- Claim or authorisation reference, when available
Photos and voice notes: customers can send supporting media in the WhatsApp conversation. Uploaded photos are kept with the customer record and reception receives links to view them. Voice notes remain available in the conversation for staff review.
Current limitations
Aria is designed to collect and route these requests safely, without pretending to have access or authority that it does not have.
Human confirmation required
Aria does not confirm
- Live repair stages, completion dates or collection times
- Prices, formal quotations, excesses or payment balances
- Insurance cover, liability or authorisation decisions
- Final bookings, towing dispatch or arrival times
- Whether a damaged vehicle is safe to drive
Later-phase services
Not included in this version
- Direct TMS lookups or automatic repair-status updates
- Sage, payment or account enquiries
- Voice-call handling or telephone-number changes
- Photo-generated estimates or quotations
- Automated service in additional languages
For existing repair work: Aria collects the customer’s details and sends the request to reception. A WRPB team member then checks the workshop system and contacts the customer with the correct information.
Keeping the service effective
The agent manages the first response and enquiry capture; the WRPB team remains responsible for business decisions and customer follow-up.
WRPB team
Daily customer follow-up
- Monitor the reception inbox and follow up on routed enquiries
- Review photos, voice notes and WhatsApp conversations when needed
- Give customers confirmed repair, booking, pricing and insurance information
- Tell Untapped AI when business details or processes change
Untapped AI
Agent maintenance
- Maintain Aria’s approved information and conversation behaviour
- Correct unclear or inaccurate replies reported by WRPB
- Support approved improvements to enquiry routing
- Plan the later TMS integration once a suitable connection becomes available
Ready for handover: the WhatsApp agent, enquiry capture, reception email handover and photo handling are configured for the current no-TMS service.