How it works

One event in. One message out. The reply written back.

Polisync sits between your policy administration system and WhatsApp. It does not replace either. This is the path every message takes, in order.

  1. 1Eventfrom your PAS
  2. 2Gatessix checks, audited
  3. 3WhatsAppapproved template
  4. 4Replybutton or STOP
  5. 5Written backAction or webhook

1. The event

Your system says something happened.

Your PAS sends an event, through the API or a CSV file: a debit order failed, a premium is due, a claim changed status. It carries the policyholder's first name and WhatsApp number, the policy reference and the details the message needs. Nothing more is accepted. A payload with an ID number, bank details or an address is rejected.

Each event has an idempotency key, so sending the same event twice is harmless.

2. Six gates, in this order

Every decision is written to the audit log against the event, so the dashboard can show exactly why a message was or was not sent.

  1. 1

    Playbook

    Is there a playbook for this event type, and is it switched on? A playbook is your rule for one kind of event: which template to use, how often it may be sent and whether to wait for business hours.

  2. 2

    Template approved

    Has Meta approved the template for the WhatsApp number you send from? Unapproved wording never goes out.

  3. 3

    Consent

    Has the policyholder opted in, with a source and a date on record? Unknown means no. Opted out means no.

  4. 4

    Frequency cap

    Has this policyholder already had their daily allowance for this playbook? The count is taken under a lock, so two events arriving together cannot both get through.

  5. 5

    Render

    Does the event carry every value the template needs (the premium, the policy number, the date)? If not, nothing is sent and the event is marked failed with the reason.

  6. 6

    Quiet hours

    Is it inside your sending window? If not, the message is scheduled for the next morning rather than sent at night.

3. The message

The policyholder sees a message they can act on.

The message goes out through Meta's WhatsApp Cloud API as the approved template, with buttons where the template has them. Consent is checked once more at the moment of sending, so an opt-out that arrives while a message is queued still wins.

Delivery, read and failure statuses come back from WhatsApp and are passed on to you as they arrive.

Example Insurance

Business account

  1. Hi Thabo, we could not collect your premium of R189.00 for policy POL-00012345. To keep your cover active, please choose an option below.

    06:20

    • Retry payment
    • Change debit date
    • Call me

  2. Retry payment

    07:42

  3. Thanks Thabo, Example Insurance will be in touch today.

    07:42

Illustrative. Names, amounts and policy numbers are examples.

4. The outcome

What comes back to you.

The reply is the point. It reaches your team or your system without anyone listening to a call queue.

An Action
A button tap (Retry payment, Change debit date, Call me, Upload document) becomes an Action: a task on your dashboard and an action.created webhook to your system. Free-text replies become one Action per conversation burst, not one per message.
An opt-out
STOP, unsubscribe or opt out opts the policyholder out straight away, cancels anything scheduled for them and confirms it in one line. You receive it as an Action like any other reply.
A recovery
When your system reports a payment_recovered event, Polisync looks for a debit_order_failed on the same policy in the previous 30 days that it actually messaged the policyholder about. If there is one, the premium counts as recovered. If Polisync never sent a nudge, it takes no credit.

See it with your own book.

We will run a debit-order flow end to end against a synthetic book shaped like yours, then show you what lands back in your system.

Request a demo