WhatsApp
Smart Boards
A board is a plan, not a pile — an objective, its own knowledge, a Calypso Agent bound to it, and one switch.
Every WhatsApp conversation lands on a board. A board differs from an inbox in four ways, and all four are things you set.
| An objective | What done looks like, for the board and for each column. |
| Its own knowledge | Only the sources this board needs. Nothing leaks between boards. |
| A Calypso Agent | One per board, bound to it, in the voice you set. |
| On. Off. | One switch. Your team is on the board instantly. |
The anatomy
- Columns are steps, left to right, each with a condition for moving on.
- Cards are conversations. A card sits in exactly one column on exactly one board.
- The default board catches anything no other board claims.
- The Hidden board is the opposite: contacts placed there are out of reach entirely.
One board, one job
The temptation is a board per team. Resist it — a board is a job. Sales and Returns
are jobs with different objectives, different knowledge, and different things the agent must
never do. Putting both on one board forces one agent to be vague about both.
Boards are also the unit of scoping. A board's agent answers from that board's sources only, so the boundary you draw here is the boundary the agent respects.
In this section
| Page | |
|---|---|
| Columns and objectives | The steps, their conditions, and what the objective block actually drives today |
| Conversations | Cards, unread, who is on it, how long it has waited |
| Take over and hand back | Stepping in on one conversation without stopping the board |
| The Hidden board | Contacts the agent must never read |
| Closing and resolution | Ending a conversation, and where it goes |
| Board membership | Which board a conversation lands on, and why |