Your channels, kept yours.
WhatsApp, Instagram and Facebook. Every message about a unit lands in one thread against one contact, on channels the agency owns. Nothing important lives on a personal phone.
- From
- Yasmin Fakhouri ✓ UAE PASSOwner · Marina Gate, Unit 1203
- Channel
- WhatsApp Business · +971 4 ···The agency’s own number, on the agency’s own WhatsApp account.
- Thread
- Owned by the agencySara Al Tamimi is assigned to it. She does not own it.
09:41“Has the tenant confirmed two cheques?” Filed against the unit, not a phone.
WhatsApp Business. Yasmin asks about the offer
Switch the channel · the thread does not change
Every channel into one thread.
A client can send a WhatsApp voice note in the morning, reply to an email at lunch, and answer an Instagram message at night. Connect files all three against the same contact and the same unit, in order, with the channel each one arrived on still visible. The agent reads one conversation instead of hunting through four apps for the sentence they half remember.
A new number or a new handle is matched on the way in. It becomes another way to reach the same person, not a second person.
Agents leave. The relationship stays.
This is the part that decides whether an agency survives a resignation. The thread was never on a personal phone, so there is nothing to hand back and nothing to walk out with. The next agent opens the file and reads six months of context before the first call.
The agency owns its WhatsApp Business account and its number, in its own Meta Business Manager, and pays Meta directly for the messages it sends. Keyflow is the technology provider, not the account holder. If you ever leave us, the number and the Business Manager are still yours.
Consent, and a record of it.
Marketing consent is recorded per contact and per channel, never assumed from a transaction. A client who replies STOP is opted out everywhere at once, and the platform will not let a broadcast reach them again. Transactional messages about a live tenancy carry on, because those are service, not marketing.
Every message, every consent change, and every export is written to the agency audit trail and held for seven years, which is what DIFC asks of you when someone comes to check.
| Detail | ||||
|---|---|---|---|---|
| Inbound lands in the thread | Signed webhook | DMs and post comments | Page messages and comments | Not received back |
| You can reply from Connect | From your own number | Read-only today | Read-only today | One configured sender |
| Approved template after 24 hours | Composer switches over | No | No | No window applies |
| STOP recorded as it arrives | STOP · unsubscribe · إيقاف · إلغاء | No | No | No |
| Opt-out blocks the next send | Checked before every send | Nothing to send | Nothing to send | Checked before every send |
| Opens a lead in Arc by itself | New prospects only | Filed, not converted | Filed, not converted | No |
The only channel that runs both ways. Messages arrive on the agency’s own number and replies leave from it, the composer switches to an approved template once the 24-hour window closes, a STOP reply is recorded as it arrives, and a first message from someone with no open deal and no live tenancy opens an Arc opportunity and assigns an owner.
Inbound only today. Direct messages and comments on your posts arrive on the same webhook family as Facebook and are filed against a contact resolved from Instagram’s scoped id — a handle, not a phone number or an email address, which is a real limit and is recorded as one.
Page messages and comments arrive and are filed the same way as Instagram. Replying from Connect is not built, so Facebook is somewhere you read and route rather than somewhere you answer.
Outbound only, and from one configured sender address. Email is how a contract or a summary leaves Connect; a reply to it does not come back into the thread, and it is not the channel that opens deals.
The only channel that runs both ways. Messages arrive on the agency’s own number and replies leave from it, the composer switches to an approved template once the 24-hour window closes, a STOP reply is recorded as it arrives, and a first message from someone with no open deal and no live tenancy opens an Arc opportunity and assigns an owner.
The rules a thread plays by.
One conversation on the agency’s own number, start to finish. WhatsApp allows a free reply for 24 hours after the client’s last message; after that only an approved template leaves. And when somebody asks you to stop, it is recorded on the way in and checked before anything else is sent.
On WhatsApp, through +971 4 ···, the agency line. No member and no team owns that number, so everyone in the agency can read this thread.
- Is Unit 1203 still going out on two cheques?
- Yes. AED 145,000 for the year, two cheques of AED 72,500.
- Good. Send the contract over when it’s ready.
- It’s in Keys now. You can sign it there with UAE PASS.
- No reply. A free text reply is only allowed for 24 hours after her last message, so this thread closed at 09:45 the next morning. The cheque reminder falls due after that.
- Cheque 2 of 2 for Unit 1203, AED 72,500, is due in seven days.
- إيقاف
- One of four opt-out keywords: stop, unsubscribe, إيقاف, إلغاء. Recorded against her WhatsApp consent as it arrived, with no auto-reply sent. Every later WhatsApp send is refused, transactional notices included; those reach her in Keys and by email instead. Undoing it is a staff action, written to the audit trail, never something a later message does by itself.
The opt-out is recorded and every later WhatsApp send is refused.
Put your channels behind one thread.
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