Technology condenses months of WhatsApp conversations into a few lines so sales teams can improve the customer experience

WhatsApp has long ceased to be just a space for quick conversations among friends and family. Today, it also serves as a showcase, customer service counter, and even a cash register. In Brazil, 95% of companies already use the platform to interact with customers, according to the International Data Corporation (IDC).

The logic is to be where the consumer is: to provide good service, sell, resolve queries, exchange products, and maintain active post-sales support. To handle all this, technology relies on automation. New tools and the use of Artificial Intelligence (AI) are emerging to mitigate errors and save human time.

“WhatsApp’s key advantage lies in bringing businesses and customers closer. With the right capabilities, it enhances the consumer experience and keeps businesses attuned to market demands,” says Alberto Filho, CEO of Poli Digital, a Goiás-based channel automation company.

Among the developed solutions, the automated conversation summary feature stands out, capable of condensing months of interaction history into just a few lines. This functionality was created especially for teams that share customer service, allowing new members to quickly understand the contact’s history. “Our technology facilitates the handover between support and sales, making the transition of information between different areas more efficient and ensuring continuity in customer relationships,” explains Guilherme Pessoa, Head of Marketing.

Another innovation is message scheduling, which eliminates reliance on paper notes or memory. The correct/improve message button allows refining texts before sending, adjusting everything from spelling to tone of voice, which can be friendly, formal, or persuasive.

“WhatsApp’s strength lies precisely in bringing the customer and the company into the same space. With new capabilities, it is possible to transform this connection into a quality experience and a competitive advantage,” explains the CEO of Poli Digital.

The biggest bet, however, is on PoliGPT, a generative artificial intelligence designed for small and medium-sized businesses. With it, Poli’s customers gain access to a premium account on major conversational AI platforms, enabling them to plan marketing campaigns, create persuasive messages for bulk sending, and develop more advanced communication strategies with intelligent support—all in one place.

There are also smart closing functions with automation, which record the reason for ending a conversation and pave the way for remarketing actions. “This creates opportunities for future re-engagement with the customer,” reinforces Guilherme Pessoa, the company’s Head of Marketing.

For Alberto Filho, the change is structural. “Automation, besides being an efficiency gain, is a way to maintain proximity and consistency with the customer. When the company understands the history and behavior, the bond becomes stronger and more lasting.”

In the executive’s view, the impact goes far beyond operational efficiency: the change is structural. “Automating means shortening distances, maintaining proximity, and boosting sales. The more a company knows the customer’s history and behavior, the more consistent this bond becomes,” he concludes.