Guide to Spotler Message
Send WhatsApp messages, automate conversations and manage customer communication in one inbox with Spotler Message. Fast, compliant and integrated.
Introduction
Spotler Message is a conversational messaging platform built around WhatsApp Business and other direct messaging channels. It helps organisations manage customer conversations, automate simple interactions and send proactive messages from one central inbox.
Instead of relying on email or fragmented tools, teams use Spotler Message to communicate through channels customers already use daily, such as WhatsApp, SMS, webchat and social messaging. Conversations can be handled by people, automation or a combination of both, ensuring fast responses while maintaining a personal experience.
With built-in compliance, shared inboxes and integrations across the Spotler ecosystem, Spotler Message supports service, marketing and sales teams that want to scale one-to-one communication.
What you’ll learn
- What problems Spotler Message solves for marketing and service teams
- How WhatsApp and messaging automation work in practice
- Which channels and conversation types Spotler Message supports
- Key use cases across commerce, culture and travel
- How automation and chatbots improve response times without losing control
- What business impact organisations can expect from conversational messaging
1. The problem Spotler Message solves
Customers expect fast, personal and convenient communication. Traditional channels like email and phone struggle to keep up, while unmanaged messaging leads to:
- Slow response times
- High service volumes with repetitive questions
- Missed or unanswered messages across channels
- Limited visibility into conversation history
- Difficulty using WhatsApp compliantly
- Lack of automation and routing
Spotler Message solves this by providing a central, compliant messaging platform. Teams can manage WhatsApp and other channels in one inbox, automate routine conversations and maintain full visibility and control.
2. Who Spotler Message is for
Spotler Message is designed for organisations that want to communicate with customers through direct messaging channels such as WhatsApp, SMS and webchat, without losing control over compliance, visibility and collaboration. It supports teams that need fast, personal communication at scale, combined with shared inboxes and automation.
The platform is particularly suited for customer service teams aiming to improve response speed and customer experience, commerce organisations using WhatsApp for service updates and promotions, and culture or travel organisations managing visitor communication. It is also a strong fit for marketing teams running conversational campaigns and public-sector or service organisations offering citizen support.
Spotler Message is the best fit if you want to use WhatsApp Business officially and compliantly, need automation to handle repetitive questions, and want service conversations and proactive messaging campaigns in one platform.
3. Top use cases
Use case: WhatsApp customer service
Customers increasingly expect immediate answers through messaging channels rather than email or phone.
Problem: Customers expect immediate answers, but queues grow.
Solution: Use WhatsApp as a service channel with routing, templates and shared inboxes.
Result: Faster responses, fewer phone calls and higher satisfaction.
Use case: Automated FAQ and chatbots
Many service teams spend a large part of their time answering the same questions repeatedly.
Problem: Teams repeatedly answer the same questions.
Solution: Use guided conversations and chatbots for common questions, with handover to agents.
Result: Lower workload and faster resolution.
Use case: Proactive updates and notifications
Important updates are often missed when sent via crowded email inboxes.
Problem: Important messages are missed in crowded inboxes.
Solution: Send order updates, reminders or alerts via WhatsApp or SMS.
Result: Higher visibility and fewer inbound questions.
Use case: Campaigns and promotions via WhatsApp
Email engagement is not always predictable, especially for time-sensitive messages.
Problem: Email engagement is unpredictable.
Solution: Use approved WhatsApp templates for promotions and announcements.
Result: Higher engagement and stronger response.
Use case: Lead follow-up and conversion
Speed matters when following up on interest generated through forms or events.
Problem: Form follow-up via email is slow.
Solution: Trigger WhatsApp conversations after form submissions or events.
Result: Faster engagement and higher conversion.
4. What Spotler Message does at a glance
Spotler Message enables organisations to manage conversational communication across messaging channels from one shared environment, combining human interaction, automation and compliance.
Spotler Message enables teams to:
- Use WhatsApp Business officially and compliantly
- Manage all customer messages in one shared inbox
- Automate conversations with chatbots and guided flows
- Route conversations to the right teams and agents
- Send proactive messaging campaigns and notifications
- View complete conversation history per contact
- Measure response times and conversation performance
5. Feature deep dive
WhatsApp and messaging channels
- WhatsApp Business (two-way messaging)
- SMS messaging
- Webchat
- Facebook Messenger
- Instagram Direct
- Apple Messages for Business
- Custom channels
Inbox and collaboration
- Shared inbox for all channels
- Assignment to teams and agents
- Labels, notes and conversation status
- User roles and permissions
Automation and chatbots
- Guided conversation flows
- Automated FAQ handling
- Trigger-based replies and routing
- Smooth handover to human agents
Campaign messaging
- Approved WhatsApp templates for notifications and marketing
- Broadcast messages separate from live conversations
- Rich media support (images, files, buttons)
Reporting and insights
- Delivery, read and response metrics
- Conversation volume and workload visibility
- Team performance insights
Compliance and security
- GDPR-compliant European hosting
- WhatsApp Business API approval
- Permission-based messaging
- Full conversation audit trail
6. Integrations and connectivity
Spotler Message integrates with your existing systems and the Spotler ecosystem.
Spotler products
- Mail+: Combine email and messaging in multi-channel communication
- Activate: Trigger messaging based on on-site behaviour
- ActivatePro: Use unified customer data to inform conversations
- Engage: Connect messaging with broader engagement workflows
Other integrations
- CRM systems for leads and contacts
- Ecommerce platforms for order and delivery updates
- APIs and webhooks for custom workflows
7. Business impact and ROI
Direct messaging has become a critical channel for customer service, engagement and conversion. When conversations are managed centrally and supported by automation, teams can respond faster without increasing workload.
Teams using Spotler Message typically experience:
- Faster first response times
- Reduced service workload through automation
- Fewer missed enquiries
- Higher customer satisfaction
- Better engagement from messaging campaigns
- More efficient service and marketing operations
For many organisations, WhatsApp becomes a strategic communication channel, and Spotler Message the platform that makes it manageable, compliant and scalable.
8. Example scenarios
Commerce: Delivery and service updates
A retailer sends WhatsApp updates for orders, delays and returns. Automated replies handle common questions, reducing inbound tickets and keeping customers informed.
Culture or travel: Visitor communication
An organisation uses WhatsApp and SMS to share programme updates, reminders and service information. Incoming questions are handled centrally, improving response speed and consistency.
9. Case study: Rituals
Rituals uses Spotler Message to connect WhatsApp with in-store interactions. Customers joined via QR codes, conversations were linked to CRM data and manual processing was reduced. This enabled faster, more personal communication at scale.
Improve customer communication with faster, more personal messaging.
Start using WhatsApp for Business with a compliant, high-performance platform.
Frequently asked questions
Can we use WhatsApp for both service and marketing?
Yes. Spotler Message supports both service conversations and approved marketing templates within WhatsApp compliance rules.
Do we need a developer to get started?
Basic messaging, inbox setup and templates can be configured without technical skills. Developers can support advanced API integrations.
Can multiple team members reply to messages?
Yes. The shared inbox supports collaboration, assignment and handover.
Are chatbots required?
No. You can start with human-only conversations and add automation later.
Is Spotler Message GDPR-compliant?
Yes. Spotler Message is hosted in Europe and supports secure, compliant data handling.
Does Message support WhatsApp for Business’ Scoped IDs?
Spotler Message supports Scoped IDs as primary conversation identifiers, independent of phone numbers. Conversations can be initiated and continued whether WhatsApp provides a phone number, a Scoped ID, or both.