Agent Mobile App & WhatsApp Chatbot

Field agents interact with the ALPHA system primarily through the WhatsApp chatbot, which replaces the traditional mobile app. This interface is designed for simplicity and accessibility in the field.

Why WhatsApp?

Previously, agents would capture customer details and send them to a small sales team (typically 2 people) who would manually enter the information into the system. With 30+ agents in the field, this created:

• Processing bottlenecks and slow application approval
• Data entry errors due to pressure and manual transcription
• Difficulty in scaling operations

The WhatsApp chatbot solves this by allowing agents to submit applications directly in real-time, with automated validation and instant feedback.

Chatbot Workflow

Step 1: Initial Contact

Agent sends a message to the ALPHA chatbot (via WhatsApp).

Step 2: Main Menu

The chatbot responds with a menu offering three options:

• Create Application: Start a new customer loan application
• Check Status: Check if a submitted application has been approved/rejected
• My Applications: View all applications submitted by the agent

Step 3: Application Creation - Select Branch

If the agent selects ‘Create Application’, the chatbot asks which branch the customer is from (or which branch the agent is representing).

Example response: Select a branch from the list below:

• Main Branch (HQ)
• Gweru Branch
• Kariba Branch

Step 4: Select Partner Bank

Agent selects which partner bank will be used for financing. Example:

• ZB Bank
• CBZ Bank
• Old Mutual

Step 5: Select Currency

Agent indicates preferred payment currency:

• USD (United States Dollar)
• ZWL (Zimbabwean Dollar)

Step 6: View Available Products & Pricing

The chatbot displays all available products for the selected partner and currency, showing loan options and installment plans. Example:

Available Products (ZB Bank - USD):

• Samsung S23 Ultra - $800 (2/3/6/12 months)
• iPhone 15 - $1200 (3/6/12 months)
• Sofa Set - $500 (6/12 months)

Tip

Product availability and pricing depend on configuration in the Pricing List. Ensure pricing is configured for the partner and currency before customers can view products in the chatbot.

Step 7: Select Product & Installment

Agent selects the desired product and installment term. Chatbot confirms the selection and loan terms.

Step 8: Submit Customer Information

Chatbot collects customer details and application is submitted to the system:

• Customer full name
• National ID number
• Phone number
• Employer name
• Monthly income
• Residential address

Caution

All customer information must be entered accurately. Incomplete or incorrect data may cause the application to be rejected in the approval queue.

Step 9: Application Confirmation

Application is submitted and agent receives confirmation with application reference number for tracking.

Note

The application reference number is essential for tracking and checking status. Agents should record this number and provide it to the customer.

Checking Application Status

Agents can check the status of submitted applications at any time by sending a message with the application reference number or by selecting ‘Check Status’ from the main menu.