WhatsApp and the partner portal: what belongs where
Many partners have a WhatsApp group with Vaskeladden for quick coordination. It works well for short messages, but anything that needs to be handled as a case – deviations, assignment status, and documentation – belongs in the partner portal. This page explains how the two channels are connected.
Many partners have a WhatsApp group with Vaskeladden for quick coordination. It works well for short messages, but anything that needs to be handled as a case – deviations, assignment status, and documentation – belongs in the partner portal. This page explains how the two channels are connected.
What happens to what you write on WhatsApp?
Messages you send in the WhatsApp group or directly to Vaskeladden's WhatsApp number reach the operations team in Vaskeladden's messaging system. Replies from Vaskeladden come back in the same WhatsApp conversation. So you don't need to repeat a WhatsApp message in other channels – but a message is not the same as a registered case.
What should go in the portal instead?
| Situation | Correct place |
|---|---|
| Responding to or closing a deviation | "Deviations" in the partner portal |
| Confirming, starting, or completing an assignment | The calendar in the partner portal |
| Photos documenting a case | The relevant thread in the portal |
| Questions for Vaskeladden that are not urgent | "New conversation" under Messages |
| Quick practical coordination ("on my way", "who's meeting?") | WhatsApp works |
The reason is traceability: in the portal, the message is linked to the correct assignment or deviation, and both you and Vaskeladden can find it again when the case is followed up. A deviation is not considered answered until it has been handled in the deviation view in the portal.
Photos and attachments on WhatsApp
Photos and videos you send on WhatsApp reach the operations team, with some limitations:
- Voice messages, documents, and stickers do not come through – send documents in the portal.
- Very large files may be rejected (photos over 10 MB, videos over 16 MB).
- Photos intended to document a deviation must be uploaded to the portal to become part of the case.
How do I know Vaskeladden has seen my message?
On WhatsApp, you cannot see it. The message reaches the operations team, but it has no status – there is no place to check if the case has been picked up, and a question can get lost in the group stream. If you need confirmation or follow-up, send the case as a conversation under Messages in the partner portal instead: there, the thread has a status, you can escalate it, and it is only closed when the case is resolved. This also applies to reminders – one portal conversation is better than a "?" in the group.
Can the AI assistant respond on WhatsApp?
When a conversation is in DRAFT, the AI assistant prepares a suggested reply. An operator on the operations team reviews the draft and sends the reply. The assistant does not send directly in DRAFT.
Only conversations that are approved for automatic replies and explicitly set to AUTO can receive a reply sent directly by the AI assistant. AUTO applies only to that specific conversation. It does not mean that all replies from Vaskeladden are automated. The operations team follows up cases that need human review.
Privacy in groups
WhatsApp groups are not the place for customer personal data. Avoid sharing the customer's full name, address, and phone number in group messages when the matter can just as easily be handled in the portal, where the information is linked to the assignment and only visible to those handling the case.