This SOP keeps shared WhatsApp sales work from becoming shared confusion. Adapt the named roles to the business, but keep ownership explicit.
1. Claim before continuing the sale
Review unassigned conversations at the start of the shift. Claim the customer before sending a sales reply. If responsibility changes, release or hand off the thread deliberately.
2. Build the business record
Confirm the customer, location, products, units, variations, quantities, and price. Create the correct quote, checkout, or order path. Do not leave the final terms only in chat.
3. Separate uploaded payment from approved payment
Keep payment evidence attached to the customer and order. The authorised reviewer approves or rejects it. Sales should not release goods from a screenshot alone when the business process requires verification.
4. Hand paid work to fulfilment
Release eligible orders to picking. Picking records completed work or issues. Confirmation checks the package. Dispatch records the movement and customer-update context.
5. Keep exceptions open
A product mismatch, payment rejection, short pick, package problem, or delivery exception stays open with a responsible action and note until resolved.
6. End-of-shift review
- Unassigned customer conversations.
- Claimed threads with no recent action.
- Payment evidence awaiting review.
- Paid work not released to picking.
- Picking and confirmation issues.
- Dispatched orders awaiting completion or customer follow-up.
The owner should review the unresolved queue and next actions. The goal is not more supervision. It is a sales trail the business can verify without depending on one person’s memory.