Your company has a single WhatsApp number, but everything comes through it: the person who wants to buy, the one with a problem, the one asking about an invoice. With nothing to separate them, they all land in the same inbox and a person has to read each message, work out what it’s about, and forward it by hand to the right area. That’s slow, it makes mistakes, and at peak hours it leaves messages unanswered.
Otto is the smart doorman for that number: a WhatsApp integration with a routing agent that reads every inbound message, understands what the customer needs, and hands it off to the right backend — without the customer noticing a thing.
One number, many kinds of message
Customers don’t sort themselves. A lead ready to buy and an urgent support case arrive in the same chat, mixed in with questions, complaints and messages going nowhere. Manual classification doesn’t scale: it depends on someone watching, knowing which area to send each thing to, and not getting it wrong. In a growing operation, that bottleneck gets expensive.
What Otto is
Otto sits on top of your WhatsApp number and does one thing, very well: route. For every incoming message, it classifies the intent and offloads the message to the right system:
- If it’s a sales intent, it hands it to Nano — the contact enters the sales pipeline.
- If it’s a support case, it hands it to Dash — a ticket opens with its priority.
The customer keeps writing to the same WhatsApp as always. Behind the scenes, their message lands where it should, with the right team and the right tool.
How it routes: from message to the right backend
The flow is simple on the outside and specific on the inside:
- A message arrives at the company number.
- Otto classifies the intent — is it sales, support, something else?
- It hands off to the right backend — Nano for commercial, Dash for support.
- The backend takes the case — pipeline or ticket — and the right team continues the conversation.
What used to be human triage work becomes automatic, instant and consistent.
The customer sees one WhatsApp; behind it, the right system
Otto’s elegance is in what the customer doesn’t see. No “press 1 for sales, 2 for support” menus that annoy and get abandoned. The customer writes in natural language, the way they’d write to a person, and Otto makes sure that conversation reaches the right place. One front door; the specialized systems, behind it.
What a good router has to consider
Routing well is more than guessing a category. Here’s what Otto considers:
- Classification accuracy. Sending a sale to support (or the reverse) costs you: a cold lead or an annoyed customer. Routing quality is the product.
- What to do when unsure. When the intent isn’t clear, the router shouldn’t guess blindly: it can ask a short clarification or hand off to a person to decide.
- Handoff to a human. There must always be an exit to a person when the case warrants it — Otto routes, it doesn’t trap.
- Keep context on handoff. The message (and what the customer already said) travels with the case, so the backend doesn’t start from zero.
- Meta-compliant. Like the rest of the suite, Otto runs on the official WhatsApp Cloud API — no shortcuts that put your number at risk.
- Extensible. Today it routes to Nano and Dash; as you add backends, Otto learns new destinations.
The layer that makes the suite work as one
Nano handles the sale and Dash sustains support, but the customer doesn’t know — and shouldn’t have to know — which of the two they need. Otto is the piece that joins both behind a single number and makes everything feel, to the customer, like one conversation with your company. It’s the orchestration layer that turns Nano, Dash and the rest of the suite into a coherent system instead of separate tools.
Is Otto for your company?
Otto fits well with:
- Companies with a single WhatsApp number that mixes sales, support and everything else.
- Operations already using Nano and Dash (or planning to) that want one front door.
- Teams losing time — or messages — classifying and forwarding by hand at peak hours.
- Businesses that want a customer to write to one number and always reach the right place.
How to get started
We set it up with you: we connect your number to the WhatsApp Cloud API, define the routing rules between your backends, and leave Otto handing off every message from day one. Start with a free 30-minute diagnostic: we look at how your WhatsApp messages arrive and get distributed today and show you what would change with Otto. Let’s talk.