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Energy & Fuel

Fuel Station Chain with a Loyalty Club

Fuel retail and loyalty club (station chain) — customer service on WhatsApp

We replaced a queue of club members getting no response with a smart WhatsApp agent that identifies every customer by phone number, answers questions on points and benefits, updates details against the system — and hands off to a human only when truly needed.

WhatsApp Business API
n8n
AI / LLM
Loyalty club system webhook
Meta Business Manager
Challenge

The Challenge

The fuel station chain runs a large loyalty club that reaches out mainly on WhatsApp — questions about points and club balances, birthday benefits, updating details (vehicle number, mobile, date of birth), complaints, compliments, invoices and joining. In practice the small team couldn't respond in time, inquiries fell through the cracks, and the competing solution that was proposed was a rigid button bot in the "Press 1" style. At the same time a need had built up to onboard new employees to the chain without manually chasing forms and missing documents. The client's explicit requirement: an agent that speaks in natural language, recognizes when a customer is getting frustrated or isn't getting a response, and knows how to hand off to a human representative with a full summary — not a robot that frustrates people.

Solution

The Solution

We built an AI agent on WhatsApp (official WhatsApp Business API) that speaks in natural language, identifies the inquirer's intent and routes them to the right flow. The agent identifies the club member by phone number through a two-way webhook with the club system, pulls data (points, vehicle details, date of birth, status) and lets them update details directly in the conversation — without creating new records that could disrupt the system. It answers points and benefits inquiries with pre-prepared content (infographics, links to opening hours, Waze navigation to each station), routes complaints and compliments to the regional manager by station, and forwards invoice/refueler/accounting requests to the right party. At any stage the customer can request a representative, and the agent recognizes escalation situations on its own and hands off with a conversation summary. In addition, a full new-employee onboarding process was set up on WhatsApp — collecting personal details, bank details and documents (ID, Form 101, bank account confirmation), with automatic reminders to complete whatever is missing.

Our Approach

Setting up an official WhatsApp Business API channel for the chain, including approved message templates for proactive messages per Meta's requirements
An AI agent in natural language (not a button bot) that recognizes the inquirer's intent and routes to the appropriate flow, with a Human Handover mechanism that transfers to a representative with a conversation summary when the customer gets frustrated, explicitly requests it, or when there is no response
A two-way webhook connection (pull + update) to the loyalty club system: identifying the member by phone, pulling points/vehicle/date of birth/status, and updating details in the conversation without creating new records
Automatic responses to points and club-balance inquiries (including collecting transaction details when points weren't received), birthday benefits (validity/update/extension), and the join benefit
A pre-prepared static content library: a benefits infographic, links to station and car-wash opening hours, and station addresses with Waze navigation
Routing complaints and compliments to the regional manager by station, and routing invoice / refueler-joining / accounting requests to the right handling party
A new-employee onboarding agent on WhatsApp: collecting personal details, bank details and documents (ID, Form 101, bank confirmation), building an orderly employee file and automatic reminders to complete what's missing

Technologies Used

WhatsApp Business APIn8nAI / LLMLoyalty club system webhookMeta Business Manager

The service behind this project

WhatsApp Bot for Business
Results

The Results

The deal closed and went into execution — it was the only proposal among several submitted to the client that matured into a paid project. Instead of club members reaching out on WhatsApp and not getting a response in time, and instead of the rigid button bot proposed by a competitor, there is now an agent that identifies every customer automatically, answers the recurring inquiries in natural language (points, benefits, updating details, station information), routes complaints directly to the right regional manager, and escalates to a human representative only the cases that truly require a person — with a full summary. Beyond the service, the new-employee onboarding process moved to WhatsApp with orderly documentation and reminders, instead of a manual chase after forms. There are no documented financial ROI metrics at this stage — the current value is operational: round-the-clock availability, immediate customer identification against the club system, and orderly routing instead of inquiries falling through the cracks.
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