Parking a WhatsApp contact in Kapture

Objective:

To ensure prompt and efficient handling of WhatsApp contacts in Kapture while maintaining high service quality and customer satisfaction, avoiding idle contacts, and minimizing chat abandonment due to unclear or missing information.

Policy Guidelines

General Handling Rules:

1. All WhatsApp contacts must be responded to promptly.

2. A contact should never be idle for more than 2 minutes after the last agent/customer message without action.

3. When a contact becomes idle for 2 minutes, the first wait message (Idle 1) must be sent.

4. If the customer remains idle for another 2 minutes (total 4 minutes idle), and no critical detail is received, the contact can be parked, but only under specific conditions mentioned below.

When to Park a WhatsApp Contact

A contact can be parked ONLY IF:

• There is a critical input or detail required from the customer to proceed (e.g., Order number, phone number, email ID, images of the issue, missing product details, etc.).

• The conversation cannot proceed further without this specific information.

STRICTLY DO NOT PARK IF:

• You already have all the required information to process the case.

• To avoid a difficult or unease contact. This is contact avoidance

• You are awaiting internal backend updates (instead, inform the customer of the expected timeline).

• The question or ask is generic or can be answered/resolved.

• You're unsure whether to park – escalate instead.

Note: Parking without valid reason is a compliance breach and will be flagged in QA reviews.

Timing Breakdown:

Spiels to Use

Idle 1 – After 2 Minutes of Customer Inactivity

Message:
It looks like we’ve been idle for a couple of minutes. Just checking in — we’re waiting for the details needed to proceed. Please share them when you're ready, and we’ll continue right away. 

Idle 2 / Park – After 4 Minutes of Inactivity (and critical detail still missing)

Message:
Since we haven’t heard back from you and we require a few more details to proceed, I’ll go ahead and park this chat for now. 
Please feel free to message us at your earliest convenience, and we’ll be here to assist you right away!

Note: Contact should be disposed as “Parking” with a clear note on what is awaited and what should be done. The NOTES in ticket is mandatory, to assist the next CSA to take the chat forward when customer return. 

Parking Note : Issue, What is awaited

If All Information is Received and Actioned

Message:

Thanks for sharing the details! We’ve completed your request successfully. If there’s anything else you need, just drop us a message.
Thank you for contacting Brands For Less! We'd love to hear your feedback – please take a moment to rate your experience after this contact

Additional Notes for Agents

• Make sure to clearly document the reason for parking in the internal notes — Mandatory Field : What is the issue, What is awaited (e.g., "Awaiting invoice photo," "Customer to confirm store visited," etc.). Only with the notes, the next CSA can continue the chat from where you left

• Contacts left idle without following the above process will be flagged as agent error.

• Always use standard spiels — personalized if needed — but never deviate from the core message.

• Escalate to a TL or specialist if unsure whether a case is park-worthy.

• Parked contacts should be monitored and unparked if the customer returns.