WhatsApp alerts for escalations, daily digests and commands

Voxpanda sends a WhatsApp alert to the brand owner when the AI cannot answer a comment or DM from the brand’s sources. You reply in WhatsApp, and your answer is posted to the customer on the original platform. WhatsApp alerts are part of Voxpanda, an AI social media manager that replies only from your own sources and works through each platform’s official API. Alerts come from a Voxpanda WhatsApp number.

When Voxpanda escalates

Any one of these triggers sends an alert:

1. The AI’s confidence is below the threshold, or the answer is not in your sources.
2. The message has critical sentiment.
3. The message contains a crisis keyword. Defaults: refund, lawsuit, scam, data leak, accident, police, and their Indonesian equivalents. You can edit the list.
4. The topic is restricted: special prices or discounts not in your knowledge base, or medical, legal or financial advice.
5. The sender is marked VIP: above a follower count you set, or a verified account.

Everything else is handled by AI comment and DM replies according to your autonomy level.

What an alert contains

Each alert is a text message. The first line names the brand and the escalation code, for example E7K2. The message then shows:

• the platform
• a quote of the question
• a short summary of the conversation
• the AI’s draft answer, if it has one

The customer can receive a holding reply while you decide, which you can turn off: “Thanks for asking. Our team will get back to you shortly.”

Reply with the code

Start your reply with the escalation code when you have more than one open question. Voxpanda matches replies this way:

• A reply that starts with a code goes to that escalation.
• A reply without a code goes to your only open escalation, if there is just one.
• If several are open, Voxpanda asks which one and lists the codes.

After your answer is sent, Voxpanda asks whether to save it to the knowledge base. A saved answer lets the AI reply to the same question next time without you.

If you do not reply within 2 hours, you get a reminder. If the platform window is about to close, such as hour 23 of Instagram’s 24-hour DM window, you get a final reminder.

Opt-in with START, opt-out with STOP

During onboarding you send START followed by your code to the Voxpanda number from your own WhatsApp. This verifies your number and opens the chat from your side. Setup steps are in the WhatsApp setup guide.

• Voxpanda sends only to numbers that have opted in.
• Reply STOP to end all WhatsApp messages. Notifications then go to email or Telegram.
• The number sends no marketing broadcasts and no short links, and at most 20 messages per minute.
• Messages never contain account tokens or payment data.

Commands

If you manage several brands, add the brand name, for example PAUSE kopikita. Indonesian command words also work. The weekly plan itself is described on the scheduler page.

Daily digest

Every day at 19:00 in your brand’s time zone, Voxpanda sends a digest by WhatsApp or Telegram, as you choose:

• posts published
• AI replies sent
• escalations still waiting for you
• sentiment changes

Crisis alert

Voxpanda alerts you when negative messages spike. A spike means the share of negative messages in the last 6 hours is more than twice the 14-day average, with at least 10 negative messages. Crisis mode can then start automatically: outbound comments and scheduled promotional posts are held until you release them.

If a platform connection expires, you also get a WhatsApp message with a link to reconnect.

Limits

WhatsApp delivery is best effort. Every important message is also available in the app and by email. Each plan includes a monthly WhatsApp message quota, listed with the plan prices.