WhatsApp Messaging skill

When to invoke

• Touching src/tools/send-whatsapp-message.ts
• Touching src/integrations/whatsapp/
• Composing customer-facing Hebrew messages
• Designing WhatsApp templates

Hard rules (from spec)

1. Outside 24h session window → only approved templates can be sent
2. Inside 24h session → free-form text allowed
3. Always log every outbound message (CRM + internal log)
4. Respect opt-in consent — never send to users who opted out
5. Never spam — rate-limit per customer, deduplicate identical messages within short window

Tone (Hebrew)

• Warm, professional, not overly formal ("שלום" + first name, not "אדון/גברת")
• Concise — WhatsApp messages should be short
• No jargon unless the customer used it first
• Sign off with the human advisor's name when appropriate

Approved use cases (templates)

• Appointment reminders
• Missing document requests
• Process completion notifications
• Parking instructions for office visits
• Follow-up reminders

Error handling (from spec)

If WhatsApp fails: retry once → fall back to email