Begin with a known customer event, a valid contact method and permission for the intended follow-up. Use your business’s own verified email domain or official WhatsApp Business Platform number. Configure the message and its delay, test the connection, then enable the rule.
Choose the reason before the channel
A thank-you after feedback, a response to a concern and a promotional offer serve different purposes. Write down the event and what the customer reasonably expects to hear next. Permission for an interaction follow-up should not silently become a subscription to unrelated offers.
Kintouch’s current service follow-up tools use configured templates and business/customer fields. They are not an AI agent that decides independently whom to contact. Manual rules create work for an owner; automatic rules need an enabled sender and supported template.
Keep contact details and permission together
A phone number or email address alone does not explain why you may use it. Collect a clear choice for each channel, identify the business and describe the purpose. Kintouch stores separate email and WhatsApp follow-up permissions with the customer context.
Do not assume you can obtain contact details from a Google review. Ask through the customer journey or use an existing record only where you have the appropriate permission. If the customer opts out, stop the relevant follow-up and review pending work.
Connect an email identity customers recognise
Resend requires a domain you own and have verified. A public Gmail address cannot be verified as your business’s sending domain. Choose a sender such as hello@your-domain.com and complete the domain checks in your provider account.
In Kintouch, configure the verified sender, display name and reply destination. Sending and receiving are separate capabilities: a working sender does not by itself put incoming replies into the workspace. Confirm the receiving route before inviting customers to reply.
Use the official WhatsApp Business Platform
Connect the business’s own official platform account and registered number. Meta requires opt-in before business outreach and approved templates for business-initiated conversations. Messages outside the 24-hour customer service window also need an approved template.
Kintouch currently supports approved Utility templates with supported text components. Template category and approval matter; a promotional message cannot simply be relabelled as Utility. This setup does not automate a personal WhatsApp account or WhatsApp Web.
Start with one small rule
An example is “permitted private feedback → wait five minutes → send a relevant acknowledgement”. This is a workflow example, not a promise that every acknowledgement qualifies for a particular provider template category. Confirm the content with the provider’s requirements.
Review the template with sample business and customer details. Avoid a message that exposes internal notes, promises a refund automatically or claims a problem has been solved before a person checks it.
- Choose the customer event and supported action.
- Select the template and a sensible delay.
- Confirm that the sender, template and customer permission are ready.
- Use an authorised test recipient to check receipt, reply handling and opt-out.
- Enable the rule deliberately and review its early delivery history.
Keep a human in the loop
A provider accepting a message is not the same as a customer receiving it. Review the actual delivery states and investigate failures. Pausing a sender prevents queued work, but a message already submitted to the provider may still complete.
Route concerns and unusual replies to a person. Keep manual follow-up available while arranging a domain or platform account, and account for provider charges separately from the software. Automation is most useful when it helps a business keep a promise it is ready to fulfil.
Sources & further reading
Provider guidance checked on 8 October 2026. Requirements can change; consult the original source before setup.