Customer success stories

The Challenge

Velora Fashion was managing customer messages across WhatsApp, Instagram DMs, and email using three separate tools. Their support team of 6 spent 40% of their work time copy-pasting messages between platforms. Abandoned cart recovery was handled manually, reaching fewer than 15% of potential recoveries. They had no way to broadcast promotions at scale without violating messaging policies.

The Solution

Velora connected WhatsApp Business API, Instagram, and Gmail to TextNow's unified inbox. They configured a WhatsApp broadcast campaign for new arrivals and flash sales, targeting segmented contact lists. An Instagram DM automation flow welcomed new followers, collected size preferences, and linked them to a personalized product page. A WhatsApp abandoned cart flow triggered 90 minutes after cart abandonment with a one-click recovery message.

Implementation Steps

1. 1
   Connected WhatsApp Business API and Instagram business account in under 30 minutes
2. 2
   Import existing 12,000-contact list with tags by purchase history and category
3. 3
   Built 3-step WhatsApp abandoned cart flow (reminder → offer → final nudge at 24h)
4. 4
   Configured broadcast templates for weekly product drops with click-tracking
5. 5
   Assigned support inbox to 3 dedicated agents with auto-routing by message type

The Challenge

NovaCare Health operates 11 clinics across 4 cities. Their appointment booking team was manually confirming and reminding patients via WhatsApp — a process that consumed 3 full-time staff members. Patient no-show rates averaged 32%, causing significant revenue loss. When patients messaged outside business hours, queries went unanswered until the next morning, leading to patient frustration and cancellations.

The Solution

NovaCare deployed TextNow's WhatsApp automation for appointment confirmation and reminder flows. An AI bot handled after-hours inquiries by answering FAQs (opening hours, doctor availability, insurance coverage) and collecting appointment requests. When a patient needed human support, the AI bot handed the conversation to a duty coordinator with full context and no repeated questions.

Implementation Steps

1. 1
   Connected WhatsApp Business API to TextNow's omnichannel inbox
2. 2
   Built a 3-step appointment reminder flow: confirmation (48h) → reminder (24h) → final nudge (2h before)
3. 3
   Created an AI knowledge base trained on 200 clinic FAQs and doctor schedules
4. 4
   Configured after-hours bot to collect patient details and create morning task queue for coordinators
5. 5
   Set up human handover rules triggered by keywords ('cancel', 'urgent', 'doctor')

The Challenge

BlueRidge Realty was running Facebook and Instagram lead generation ads that drove hundreds of inquiries per month. Their 8-agent team could only follow up with 30% of leads within the first hour — and studies consistently showed that first-hour response was critical in real estate. Leads were being lost to competitors not because of price or property, but simply because of slow response times.

The Solution

BlueRidge configured a Facebook Messenger and Instagram DM automation flow triggered by ad clicks. When a lead clicked an ad, they instantly received a qualifying sequence: property type preference, budget range, location, and timeline. The AI Studio scored leads and routed hot leads (timeline < 3 months, budget confirmed) to the senior agent team immediately, while nurture leads received a weekly listings digest via email.

Implementation Steps

1. 1
   Connected Facebook Pages and Instagram accounts to TextNow
2. 2
   Built Messenger flow: welcome → preference questions (4 nodes) → budget collection → conditional routing
3. 3
   Created email integration with Gmail to send weekly listing digests to nurture leads
4. 4
   Configured hot-lead alerts to senior agents via in-app notification + WhatsApp
5. 5
   Set up CRM webhook to push qualified lead data to their existing CRM in real time