A warranty claim WhatsApp chatbot that gets the details right the first time.
Cloodot works as a warranty claim WhatsApp chatbot for electronics retailers: it collects the model, serial number, invoice and photos of the fault, explains your warranty policy, and routes the claim to the right service desk. It does not file tickets in brand service portals; your team or your own system does that, with everything already gathered.
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My TV has lines across the screen. It’s 8 months old.
Collected in one WhatsApp conversation.
- Product
- 55-inch 4K TV
- Purchased
- Edappally, 8 months ago
- Invoice
- Photo received
- Serial number
- From the back label
- Routed to
- Service desk · TV
Why warranty requests stall
Warranty requests arrive as a photo of a dark screen and the words “not working”. Before anyone can act, the service desk needs the model, serial number, purchase date, invoice and a description of the fault, and each one takes another message and often another day.
Then comes routing. A refrigerator under the brand’s warranty goes to the brand’s service centre; a laptop on your extended warranty goes to your own team; a phone with a cracked screen probably isn’t covered at all. Customers don’t know which is which, and they shouldn’t have to.
How the warranty claim WhatsApp chatbot works
The intake is a WhatsApp Flow: a form that opens inside WhatsApp, built under Settings → Presets → WhatsApp Flows by describing the fields you need. Product type, brand, model, serial number, purchase date, invoice number and the problem, picked from a list you define. The AI agent sends it when someone reports a fault, and asks the customer to send photos or a short video of the problem and the invoice in the chat, so everything sits in one conversation.
The submission arrives as a Native Flow Message your team can open field by field, and starts a workflow on the WhatsApp Flow Submitted trigger. Decision nodes branch on the answers, such as brand or product type; Add Label marks it “Warranty · TV” or “Extended warranty”; Assign to User sends it to the right desk. If a customer skips the form and types it all out, AI Extraction can pull the same fields from the conversation.
Coverage questions come from your knowledge base: what each brand covers, what voids it, how your extended warranty works, and which service centre handles which brand. The agent explains the process and sets expectations, but it does not decide whether a claim is accepted. Stores on ERPNext can let it open an Issue with the Raise Support Ticket skill, and a Simple API Request step can post the claim to any service system that has an API.
What Cloodot does here
WhatsApp Flows
A claim form inside WhatsApp with exactly the fields your service desk needs, with required fields enforced before it can be submitted.
Workflows
Flow submissions branch by brand or product, get a label and are assigned to the right person, and a status template can go out when the claim moves.
Explore Skills & workflowsAI Extraction and custom fields
Pull serial numbers, purchase dates and model names out of free-text messages into contact fields, so nobody retypes them.
Knowledge base
Warranty terms per brand, extended-warranty rules and service-centre details the agent answers from, in the customer’s language.
Explore AI agentERPNext skill set
For stores on ERPNext, Raise Support Ticket opens an Issue linked to the customer’s account and gives the customer the ticket number.
What the chatbot does not do
- Cloodot does not connect to manufacturer service portals, so it cannot open, track or close a claim inside one. It cannot verify a serial number against a brand’s records or confirm warranty status; it collects the details and your team checks them.
- Status updates come from your team or a workflow, not from a brand system. After the 24-hour window, those updates need an approved utility template. Photos arrive as ordinary chat messages for your team to review, and acceptance decisions stay with a person.
Setting up warranty intake
6 steps
Write down what a claim needs
List the fields each desk requires, and which cases go to the brand, to your own team or are not covered.
Build the claim flow
Under Settings → Presets → WhatsApp Flows, describe the form, test it in the preview, register it with WhatsApp and attach it to an approved template.
Add warranty knowledge
Put brand warranty terms, extended-warranty rules and service-centre contacts in the knowledge base.
Route the submissions
Build a workflow on WhatsApp Flow Submitted that labels and assigns each claim by brand or product.
Tell the agent when to send it
Add a procedure for fault reports that sends the claim form and asks for photos of the fault and the invoice.
Template the status updates
Get utility templates approved for claim received, technician assigned and resolved, and send them as the claim moves.
Who this is for
Electronics and appliance retailers in India and the Gulf who take warranty and service requests for the products they sell, whether they pass them to brand service centres, run their own service desk or sell extended-warranty plans.
It fits best where the service desk works from a shared inbox or from ERPNext and wants claims to arrive complete. Teams that must enter claims in each brand’s portal still do that step by hand, but start it with every field already collected.
Questions teams ask
Can customers file a warranty claim on WhatsApp without downloading anything?
Yes. The claim form is a WhatsApp Flow, which opens full screen inside WhatsApp from a button on your message. The customer fills in the fields and sends photos in the chat, and everything arrives as one conversation in your Cloodot inbox.
Does the chatbot check whether the product is still under warranty?
It can explain the rules you give it, such as one year of brand warranty from the invoice date, and tell the customer what the policy says. It cannot check a brand’s records or your billing system, so the final word on coverage comes from your service desk once they have seen the invoice.
Can it raise a ticket in the brand’s service portal?
No. Cloodot has no connection to manufacturer portals. It gathers what the portal asks for, so whoever registers the claim copies from one complete record. If your own service system has an API, a workflow can post the claim to it; on ERPNext, the agent can raise an Issue directly.
Can customers send photos and videos of the fault?
Yes. Customers send photos, videos and invoice PDFs as normal WhatsApp messages, and they appear in the conversation beside the form submission. The service desk sees the evidence and the claim details together, without asking the customer to email anything.
How do customers get updates on their claim?
Your team replies in the same thread, or a workflow sends an update when someone adds a label such as “Technician assigned”. Within 24 hours of the customer’s last message a normal reply works; after that, the update must be an approved utility template, which Meta charges per message.
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