ROLLER to WhatsApp Two-Way Reply Routing
Guest replies to your ROLLER WhatsApp messages, and messages that fail to reach them, are routed to your team with the booking or membership context attached, so the channel stops being one-way.
Automated WhatsApp messaging from ROLLER is usually built one way. Reminders, top-up alerts, renewal notices and confirmations all go out reliably, and then the venue stops listening. Guests reply to those messages, because WhatsApp is a conversation and it does not occur to anyone that nobody is reading.
Without this integration, those replies sit unread in a business inbox nobody owns, and a guest who answered a reminder with a question concludes the venue ignored them. Messages that never arrived are worse, because nothing marks them as undelivered - the top-up alert or renewal reminder simply appears to have been sent, and the outcome is quietly counted as no response.
With the integration running, a guest reply is routed to the team who should see it, carrying the booking or membership the original message was about so the responder has the context without going looking for it. Delivery failures are routed the same way, surfacing the guests your messages are not reaching rather than leaving them to be discovered at the front desk.
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Why deploy this use case
A guest who answers a reminder, top-up alert or renewal notice is routed to the team who can respond rather than left unread.
Each routed reply carries the ROLLER booking or membership the original message was about, so the responder starts informed.
A message that does not reach the guest is raised to staff instead of appearing sent, so unreachable numbers are visible.
Works alongside the ROLLER WhatsApp packs already sending reminders, alerts and confirmations, adding the return path they do not have.
Which team or channel receives a reply can depend on what the original message was about, so renewals and booking questions need not land together.
Guest responses stop accumulating in a WhatsApp Business inbox that nobody has been made responsible for checking.
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Questions teams ask
How does the ROLLER to WhatsApp Two-Way Reply Routing integration work?
The pack is a prebuilt IntelliPaaS workflow between ROLLER and WhatsApp Business. When a guest replies to a message sent from your ROLLER workflows, or that message fails to deliver, IntelliPaaS identifies the booking or membership it concerned and routes the reply or failure to the responsible team with that context attached.
Does the ROLLER to WhatsApp reply routing happen in real time?
Yes. The agent runs on every qualifying reply or delivery failure, so it reaches your team within moments rather than waiting for an overnight batch. You can also put the Integration Pack on a schedule or trigger a run by hand when that suits your process better.
What's included in the ROLLER WhatsApp Two-Way Reply Routing Integration Pack?
The pack covers inbound WhatsApp reply capture, delivery-failure detection, matching each one back to the originating ROLLER booking or membership, and routing to the team you nominate with that context attached. The full use-case list and the step-by-step flow are set out on this page.
Do I need the other ROLLER WhatsApp Integration Packs as well?
This pack handles the return path for WhatsApp messages your ROLLER workflows already send, so it is most useful alongside packs such as Top-Up Alerts, Membership Renewal Reminders, Pre-Visit Reminders and Waiver Reminders. It adds replies and delivery failures rather than duplicating what those packs send.
Do I need a developer to set up the ROLLER WhatsApp reply routing?
No. The Integration Pack ships with the trigger, the agent logic and the actions already configured. Everything is adjusted from the IntelliPaaS dashboard, so your venue operations team can own the routing rules without waiting on engineering. Most teams are live the same day.
Can I customise where replies are routed?
Yes. Every field mapped between ROLLER and WhatsApp Business is editable, and you can layer on your own conditions, filters and transformations without leaving the Integration Pack. That includes routing a reply to a different team depending on what the original message was about.
What happens if the routing itself fails?
Failed runs are retried automatically, and anything still unresolved is held in a review queue with the full error trace attached, so no reply is dropped silently. Your team is alerted and can replay the record once the cause is cleared.