Caravan Sales · UK

A UK caravan dealer automating everything except the judgement call.

WhatsApp Intake With Human Escalation

The Leisure Buyer sells caravans in the United Kingdom, and they were already running ActiveCampaign as their CRM. Anything we built had to sit alongside it, not replace it.

The brief had two halves: a WhatsApp intake and appointment-booking agent, and a follow-up sequence attached to the quotations they were already sending out by email.

The problem

Some decisions should never be made by software.

A caravan is not a product you can price from a dropdown. Valuing a customer's existing caravan means a person looking at photographs of that specific vehicle and forming a judgement. No automation should be pretending to do that.

But everything around that judgement (collecting the enquiry, getting the photographs in, booking the appointment, and chasing the quote once it has gone out) is repetitive work that was taking human attention.

What we built

An agent that knows exactly where to stop and hand over.

We built a WhatsApp intake and appointment-booking agent that handles the enquiry and asks the customer to send photographs of their caravan. When the photos arrive, it escalates the conversation to a real admin. The agent does not quote and runs no sales process. That boundary was deliberate.

The second half is the quotation follow-up. When the admin sends a quotation by email, a WhatsApp follow-up sequence runs alongside it, so the same customer is followed up on both channels instead of one email sitting unanswered in an inbox.

How it works

From first photo to a human valuation.

01
Intake on WhatsApp
The agent handles the incoming enquiry and books appointments where an appointment is what is needed.
02
Collect the caravan photos
The customer is asked to send photographs of their caravan through the same WhatsApp conversation.
03
Escalate to a human
Once the photos are in, the conversation is escalated to a real admin. This is where the automation deliberately stops.
04
Admin reviews and quotes
The admin looks at the images, forms the valuation, and sends the quotation by email.
05
Follow up on both channels
A WhatsApp follow-up sequence runs alongside the emailed proposal, so the quote is chased where the customer is actually reading.

Platforms we used

What sits behind the conversation.

WhatsApp: Intake, photo collection, escalation and quote follow-up
ActiveCampaign: Their existing CRM: kept in place, integrated with
Email: The channel the admin sends the quotation on

The outcome

Human-in-the-loop

quoting stays with a person

The repetitive half of the process runs automatically and the judgement half stays with a person. Enquiries are captured and appointments booked without human time, photographs arrive before an admin is ever pulled in, and no emailed quotation goes out without a WhatsApp follow-up behind it.

In their words