This is a worked example scenario. Names, people and figures are illustrative and do not belong to an existing company.
GoNow Travel moved 80% of its customer contact to WhatsApp. With Conveya's WhatsApp Business API integration, a single AI agent now handles 12,000 messages per month.
“Our customers book over WhatsApp. Of course they want their support there too. Conveya delivers that, with the same warmth as our team.”
From SMS shyness to WhatsApp-first
GoNow's Southern European markets are WhatsApp-first. But people expect instant answers there too, in the evening and at the weekend. The team could not scale to cover that.
The switch: Conveya + Meta Business API
Within 3 weeks the agent was productive in French, Italian, Spanish and English. Template messages for confirmations, interactive buttons for picking a destination, and full booking lookups through GoNow's own API.
What happens with complex cases
For escalations (flight changes, refunds above €500) the team gets the full package: customer history, booking, context. The average resolution time for those cases dropped from 4h to 35 minutes.
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