Knowledge for better customer communication

AI can answer the 9pm question about moving house, summarise a policy schedule and translate a client's Polish. What it should not do is advise. A practical guide for small UK brokerages.

Clients already send WhatsApp messages, but they all land on the owner's phone. How a brokerage brings the same number into a team inbox with Coexistence, what doesn't work, and what data protection gains.

Three ways to run WhatsApp for business, and the choice isn't binary anymore. App, API, or both at once via Coexistence? A straight-talking decision guide for SMBs, with a cost matrix, use-case examples and a 14-point comparison.

If you think SMS is always the cheapest way to send a verification code, Meta's latest WhatsApp rate card says otherwise. A full cost comparison for the US, UK and Germany, including platform fees, SMB worked examples from 1,000 OTPs a month, and when SMS still makes sense.

RCS is the successor to SMS: business name, logo and a trust checkmark instead of an anonymous number, plus images and buttons, right inside the messaging app that is already on most smartphones. This article explains in plain language what RCS can do, who can receive it, what it costs, and how small and mid-sized businesses get started.

A cancellation costs nothing. A no-show costs a wasted trip. How to get prospects to confirm a viewing, put cancelling behind one button, and hand the freed slot to the next name on the list: the three messages per appointment, the right WhatsApp template, the cost, and the limits.

Replying faster does not mean typing faster. How quick replies triggered by a shortcut, AI response suggestions with /ai, and automatic ticket summaries lower first response time, what the 24-hour window has to do with it, and which plan includes the AI.

One shared WhatsApp number for every branch, or a separate number per location? We look at when each approach fits, how many numbers Meta allows, why the recipient limit is shared, and how each branch sees only its own conversations.

A comment under your Facebook post can trigger a direct message automatically. Since August 2026 the trigger covers Facebook too, and that first message can hand over your price list as a button. Here is how to set it up.