10:04 · Incoming callCustomer asks for a consultation
recoveredCall disconnected while checking availability.
India-first customer operations
The call ended.
The journey didn't.
Onwards keeps incoming calls, outgoing follow-ups, and WhatsApp connected until the customer's actual need is resolved.
Shared customer identity Every promise owned Controlled go-live
Journey #A8F2In progress
10:06 · WhatsAppContinuation safely matched
deliveredAvailable slots shared with delivery evidence.
10:09 · Business actionAppointment confirmed
resolvedPromise closed only after provider confirmation.
One accountable loop
Three states tell the truth.
A completed message is not the same as a completed task. A completed task is not always a resolved customer need.
- 01Interaction stateWhat happened on the call or message
- 02Action stateWhat the business or AI promised to do
- 03Journey stateWhether the customer's need is actually resolved
Independent activation
Start with one. Keep the shared brain.
Each channel can go live independently. Identity, business knowledge, appointments, actions, ownership, and analytics stay common.
Incoming Voice
Sarvam voice
Resolve, book, transfer, recover, and continue on WhatsApp without losing the customer need.
Outgoing Voice
Policy-gated calling
Run callbacks and follow-ups with consent, calling-hour, retry, opt-out, and spend controls.
Wello WhatsApp
Acele / Meta adapter
Receive or continue conversations with delivery evidence, human takeover, and shared actions.
Controlled by design