Required information, captured.
The Process won't move on until everything required is in. No half-finished applications, no gaps to chase later.
Processes
When the conversation has to follow every step.
A Process turns a normal WhatsApp conversation into a governed workflow - claim intake, applications, identity checks, renewals. Use an Agent when the conversation can stay open. Use a Process when the workflow cannot miss a step.
Official WhatsApp Business API 
Meta Tech Partner What a Process gives you
Four things an open conversation can't guarantee.
Agents handle open conversations well - off-topic detours, ambiguous intent, multi-turn back-and-forth. Some work doesn't tolerate that flexibility. A Process adds the guarantees you need when the same sequence has to happen every time.
Disclosures, as written.
Consents, fraud warnings, terms - sent exactly as your compliance team wrote them. Not paraphrased.
Steps in sequence.
Identity before policy. Disclosure before claim. The order is enforced, not left to the conversation.
Every step, logged.
What happened, when, by whom. A record auditors and regulators can open and read.
How a Process runs
Behind the chat, each required step is controlled.
The customer still messages your WhatsApp number. Behind that conversation, Sawabot routes the request, captures required details, fetches records, confirms the information, sends the right form, and creates the request in your systems.
Process vs Agent
Same WhatsApp thread. Different control model.
To the customer, both feel conversational. The difference is what Sawabot must guarantee behind the scenes.
Use an Agent for open-ended work.
Agents are best when the conversation can flex around the customer's intent.
- Answer questions from approved sources
- Qualify leads, book appointments, create tickets
- Handle support, sales, scheduling, or incident work
- Escalate to your team when judgment is needed
Use a Process for governed workflows.
Processes are best when the same sequence must happen every time.
- Collect every required field before moving on
- Send compliance text exactly as written
- Run steps in the approved order
- Leave an audit trail your team can review
Built for real operations
A controlled workflow that survives real customer behavior.
Customers pause, ask side questions, send documents later, and come back days after they started. A Process keeps the workflow intact while still letting the conversation feel natural.
Resumes where the customer left off.
Follow-up text, a photo, a document - even days later - picks up at the exact step the customer was on.
Off-topic questions don't break the flow.
"Wait, what's my deductible?" can be answered from your knowledge base, then the Process returns to the required step.
Built by ops or compliance.
A Process is config, not code. Your team orders the steps, sets the rules, and publishes when ready.
Test, publish, audit.
Try a Process in a simulated conversation before it touches WhatsApp. Publish without affecting cases already in progress. Open the audit log for any run.