Automation · Customer service and scheduling
Answer on WhatsApp how a customer's project is going in monday.com
An AI agent answers on WhatsApp where each customer's project or order stands by reading your monday.com board, and alerts the owner.
How do I tell a customer on WhatsApp where their project stands without opening monday.com every time?
When a customer writes on WhatsApp "how is mine going?", the Met finds the board where your team tracks projects or orders, reads its columns and finds that customer's item. It answers with the status, the date and the latest update your team left on that item, without making up what the board does not say. It posts an update on the item with what the customer asked and, if someone needs to answer something the board lacks, it sends the owner a notification. The Met does not ask for confirmation in the chat before writing in monday: the admin chooses in Connections which actions stay on.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to ask how their project, order or request is going. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met that checks your monday.com board
Customer service team
This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with monday.com connected. Its work ends when the customer knows where their project stands, or when the owner got the alert to reply.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- monday.com Automate and collaborate
5 steps · 6 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find the projects board
The Met searches for the board your team set in the skill, for example "Customer projects", and reads its columns, groups and owners to know where the status and the date live.
- 2
Locate the customer's item
The Met goes through the board's items with search and filters, by the customer's name or phone number, and keeps theirs. If two show up, it asks the customer which one it is.
- 3
Read the latest update
The Met pulls that item's updates and answers the customer with the status, the date and the last thing your team wrote. If the board does not say it, it does not fill the gap with a guess.
- 4
Log the inquiry
The Met posts an update on the item with what the customer asked and what it answered, so your team sees the conversation without opening WhatsApp.
- 5
Alert the owner if needed
If the customer asks something the board does not answer, the Met sends the item's owner a notification and tells the customer that person will reply.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
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A monday.com board with one item per customer
Your team tracks each project or order as an item, with clear status, date and owner columns, and leaves its updates there. Whatever is not on the board, the Met does not know.
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monday.com connected with writes on
In Met, open Connections → monday.com → Connect and sign in to monday.com. To log inquiries and alert owners, the admin leaves updates and notifications switched on.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that serves customers. The answer happens inside that conversation; monday.com remains the data source.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It knows no more than the board: if your team does not update the status, the Met gives the customer the old status.
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It does not ask for confirmation in the chat before posting the update or sending the notification: if the action is on, it runs it.
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It does not change the project's status or date: this procedure reads and logs. Moving the project forward is your team's job.
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It does not see private boards or workspaces the connected account cannot access.
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It does not show the customer other items on the board: it answers only about theirs, so the board has to let it find them by name or phone number.
FAQ
Questions about this automation
The Met answers with what the board says. If your team did not update the status, the answer uses the old status; that is why the latest update should live in monday.
No. The Met answers on WhatsApp with the status of their own item; the board stays internal to your team.
Through the update the Met leaves on the item and, when an answer is needed, through the notification it sends in monday.com.
Yes, if each order is a board item with its status. The procedure is the same: find the customer's item and read its latest update.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.