Your clients: service, booking and prospecting

Customer service

Orion can serve your customers on WhatsApp with a role you define. Two conditions, before anything else:

It requires a dedicated number. On your personal number the public role is locked off, on the screen and on the server — turning it on there would make Orion reply to your personal contacts. Either Orion's main number is dedicated to it, or you connect an additional number.

You write the role. In Orion → Public role: the Role (what it acts as for whoever arrives), the Tone, the Conversation flow (the steps, in order — you can start from a template for the role you picked and edit it) and the Boundaries ("never share pricing or internal details", "never promise delivery dates").

What happens on the other side:

It is fenced in. In customer service, Orion uses none of your internal tools. It talks, records and escalates — nothing more.

You get told. Orion summarizes for you what the visitor wanted — the conversation does not run in the dark.

It answers with what you published. Knowledge documents marked as visible to visitors (pricing, services, policies, how to buy) feed the answers. Anything not there stays under the boundaries you wrote: it does not invent, it escalates.

It feeds the CRM. Contacts and interactions are born out of these conversations, with a summary of what was discussed — one interaction per conversation, not one per message.

It can book appointments, when your organization has professionals and hours configured: the times come from the server, never from the model's imagination.

Additional numbers. Since August 5, 2026, an extra number comes in only through the official Meta API, and only in the customer service function — the old sales prospecting number option was withdrawn. The path is a quick sign-in with your business's Facebook, right on the Connection screen, and the WhatsApp account created stays in your name. What you need to know first:

It is not switched on right away. WhatsApp reviews the account first. It usually takes hours and can reach 24h; during that period the number shows as "Under review" and cannot send or receive.
The number must not already be in use on WhatsApp, and you get a code to prove it is yours (on a landline or virtual number, ask for the code by phone call — SMS never arrives).
You need to add a payment method to your business's WhatsApp account; without it WhatsApp blocks sending.
The number becomes a business line: it stops working in the regular WhatsApp app on a phone.
WhatsApp's rules, not ours: free-form replies are allowed for up to 24h after the customer's last message; outside that window only pre-approved templates go out. And business-initiated conversations start with a low daily limit that rises as the number delivers with quality.

Shared Agenda — booking for your clients

A WhatsApp reception desk that offers real time slots, books, records and reminds — without you in the middle. It is what serves clinics, practices and any business that lives on appointments.

What it does

A client writes to your service number and talks to Orion the way they would talk to a receptionist: they ask who works on Saturdays, pick a time, give their name and phone, and leave with an appointment booked. Behind that conversation, the system does the technical work on its own:

It only offers real slots. Availability comes from each professional's registered schedule and their Google calendar — a busy slot disappears from the offer. Orion is forbidden from inventing times: the system computes them, not the language model.
It really books. Each booking becomes, in one step: a row in the control sheet, an event on the shared calendar (and an e-mail invitation to the client if they give an e-mail — with Google's own reminders), and a record in the system. An Online session also gets, right there, a Google video call link created inside the event itself: whoever gave an e-mail receives that link along with the invitation. Without an e-mail, the link exists only on the calendar event — the WhatsApp confirmation and reminder don't repeat the room address.
It computes the price. Private sessions use the professional's rate; insurance uses the sheet's price table, with the professional's split computed alongside. The client doesn't need to ask the price for the conversation to move.
It reminds the client the day before. The reminder goes out on its own the morning of the previous day (and, for last-minute bookings, the morning of the appointment itself), once per booking. It goes by WhatsApp and, when the client's e-mail is on file, by e-mail too — with one difference that matters: replying on WhatsApp reschedules or cancels in the same conversation, because it's Orion reading it. The e-mail, on the other hand, asks the person to message on WhatsApp or reply to the e-mail itself, and that reply lands in the business's inbox for someone to answer by hand: e-mail doesn't move the agenda on its own. The WhatsApp reminder depends on a number connected through the official API; without one — in a business that only uses the Calendly bridge, for instance — all that's left is the e-mail, when there is one.
It feeds the CRM. A known client who writes in shows up on their own timeline, and whoever books a slot lands in the CRM as a contact. The full record — contacts, companies, deals and history — is in the CRM chapter.

The two halves: the engine and the voice

The Shared Agenda is always two pages working together — and understanding the split avoids most of the confusion:

The engine lives in Orion → Agenda: professionals, each one's days and time ranges, session length, gap between sessions, modality, prices, rooms. Everything mechanical — finding open times, writing to the sheet, creating the event, computing the split — is automatic and invisible.

The voice lives in the Public Role: which role Orion assumes, the tone, the conversation script (what to ask and in what order) and what it must never do. That's where you shape how the reception sounds.

One rule worth writing down, because it isn't obvious (settled on August 11, 2026): the ability to book comes from having professionals registered, not from the chosen role. With professionals registered, Orion can book under any public role — a "Customer Support" role also books, whenever the client asks. The "Booking Receptionist" role exists because it brings the right script: it steers the conversation actively toward booking instead of waiting for the subject to come up. Want a hybrid — support that also books? Use the support role and add booking steps to the script.

Turning it on — the full circuit

Booking is live when five things are true at the same time. The page demands the first two right at the door — without a connected Google account it only offers you the connect button, and with no professional registered it opens straight into the registration form. Once it's configured, it shows a status card at the top that takes care of the rest, the channel: which number answers, under which role, and what's still missing. Here they are:

Google connected — the business account that owns the sheet and the calendar.
Professionals registered — at least one, with availability.
A number serving the public — it can be a dedicated number connected through the official WhatsApp API (the "WhatsApp service numbers" block on the Connection page) or Orion's own main number, as long as it isn't your personal line: on a personal line the public role is blocked and the switch won't even turn on. One practical difference between the two paths: the day-before WhatsApp reminder only goes out if the organization has an active official API number — without one, the booking conversation works normally, but the reminder doesn't go by WhatsApp. The chapter on connecting Orion explains the connection and the official API's limits.
Public role switched on for that number.
The "Booking Receptionist" role — recommended, not required (see the rule above).

The status card speaks plainly: green = answering, with the number and the last message received ("text it a hi to test it", if there is none yet); amber = something needs action — answering switched off, number still under WhatsApp review, or the last send failed; red = no service number connected. Every warning comes with the button that leads to the fix.

The sheet and the calendar are mirrors

The source of truth is the system. The control sheet and Google Calendar are projections: convenient to look at, but rebuildable. If someone deletes or messes up the sheet, the "Rebuild sheet from system" button creates a fresh one with the full history.

Rebuilding has a trade-off worth knowing before you click. Every booking comes back — date, professional, client, payer, modality, room and each one's outcome —, and the professionals and their default private rates stay as they were, because they come from the registration. What doesn't come back is whatever was adjusted by hand inside the sheet: the price table is reborn in its default version (prices, splits and the list of insurers you may have edited or added go back to the original) and the private split percentage returns to the default of 50%. The manually filled columns also start out empty: without the signed-form mark, insurance appointments show up as pending form again; and every private appointment with no rate typed in starts being computed from the professional's default rate, which may not be what was charged that day. The rebuilt sheet is a new file, with a new link — old shortcuts keep pointing at the previous one. And the previous one isn't deleted: it stays in the business's Google account, so you can open both side by side, readjust prices and percentage and copy over what's missing before discarding it.

Access follows a simple, deliberate model:

The sheet belongs to the business's Google account — that's the account Orion writes through.
It is shared read-only with the organization owner's e-mail. There is no public link: nobody else can open it.
The locks don't apply in the owner account. Since the owner's e-mail only gets read access, whoever marks an appointment's outcome has to be logged into the business's Google account — or be given edit access separately. And in that account the locks hold nothing back: logged in there you can change any cell, the locked ones included, and the sheet itself warns you about that on the first tab, Instructions (the calendar description repeats the warning). The locks apply to whoever you invite to edit: for that person only each appointment's outcome (the Status column) and the signed form are free, plus the prices and percentages on the price and config tabs; dates, times, names, amounts and formulas stay blocked. Treat the warning as a house rule, not a whim: whatever gets changed by hand in the locked cells doesn't flow back to the system or to the calendar — the sheet stops being a mirror and starts diverging silently. Cancelling and rescheduling always go through Orion.

Writing the outcome is your front desk's job. Every booking is born as Booked and stays Booked after its time has passed: no routine marks anything Done on its own for the slots Orion booked (the one exception is whoever connected Calendly — in that case a daily sweep turns past slots into Done). Writing the outcome in the sheet (Done, No-show, Cancelled) is an end-of-day routine, and it's what feeds the closing: the per-professional totals — sessions, billed and split — count only the rows marked Done. As long as the outcome isn't written, the appointment happened in real life and enters no total at all. That's why the outcome column stays open for editing while the rest of the row remains locked.

On the calendar, each professional has their own color — you pick it on their row, and anyone left without a choice automatically gets a distinct color. The event title never carries the client's name: it states the modality and the professional ("🏥 In person — Dr. Ana", "💻 Online — Dr. Ana"), with the registered room, or "Online", in the location field. Name, contact, payer and modality live in the event description, not in the title that any shared screen displays.

Already use Calendly? (optional)

If your business already books through Calendly, you can connect the two: bookings made there flow automatically into the same sheet and CRM, alongside what Orion books. The connection is self-service, on the Agenda page itself, and requires a paid Calendly plan (Standard or above). If you'll only use WhatsApp booking, you don't need Calendly at all.

Honest limits

A number under review doesn't answer. When you connect a new number through the official API, WhatsApp reviews the account before releasing it (hours, up to 24h). The status card shows "under review" and updates on its own.
Today the official number understands text. Audio and images sent by clients aren't processed on that number yet — Orion says so and asks for text. (On your personal channel with Orion, audio works normally.)
Outside the 24-hour window, only approved templates. That's a WhatsApp rule: the day-before reminder goes out as a pre-approved template precisely because of it. The booking conversation itself always happens inside the window — the client writes first.
The offer has a floor and a ceiling. Orion doesn't offer any slot starting within the next 12 hours, nor anything more than 21 days out. In practice: someone writing at 9am sees nothing before 9pm that same day — even with an empty calendar — and a follow-up two months from now doesn't show up on the list. Both limits are fixed today: there's no field to change them on the Agenda page.
The room is a label, not a lock. The room is a field on the professional's registration: its name goes into the sheet row and into the event's location — for in-person appointments. But the Agenda page doesn't give the room a calendar of its own, and without that Orion doesn't check whether it's already taken, nor does it reserve the room. Time conflicts are checked on each professional's calendar; two different professionals can end up booked in the same room, at the same time. Anyone with few in-person rooms has to check by hand.
The sheet must stay a mirror. Hand-editing what's locked isn't supported — the path is always Orion or the Agenda page.

Prospecting

Orion → Prospecting is the prospecting worker's desk: contacts, email campaigns, the LinkedIn queue and the rules for what may go out. Five tabs — Overview, Contacts, Campaigns, LinkedIn and Settings.

The screen opens with what is blocking, not with the numbers. If the sending mailbox, the operating countries, an active campaign or contacts in the queue are missing, that appears at the top along with what to do — because a panel showing "0 sent" without saying why turns missing setup into suspected breakage.

The sending mailbox is yours, and it is dedicated. Emails go out from a Google Workspace or Microsoft 365 account you connect — never from a mailbox of ours. And it should not be your main email: cold outreach wears down the sender's reputation, and that wear needs to land on an outreach domain, not on the one your contracts and customers go through. There is a button to send a test email: connecting proves the authorization went through, not that there is a mailbox on the other end.

Operating countries. Nobody outside them is contacted. While the countries are not defined, the screen warns you prominently at the top, and turning sending on from chat is refused until you declare them. And a contact with no known country is never contacted, even while on the list. It was a lock learned in practice, not a preference.

Pace and volume. You set how many messages per day (up to 200) and the time window, in your timezone. Messages are spread across the window, never in a burst: dozens of emails leaving a single mailbox in a few minutes is exactly what providers read as a mass blast. If you type a number above the cap, the screen says it adjusted it and to what: nothing is trimmed silently.

A campaign is a sequence of three emails. The first goes out when the contact joins; the second three days later, from another angle; the third seven days after the second, short and closing. You describe in one or two sentences what the campaign offers and Orion writes the three messages; the campaign is born as a draft, for you to read and edit before turning it on. You can ask it to rewrite everything — but only with the campaign paused, because rewriting under people who already got the first email would make the second one talk about something else.

What the sequence respects on its own:

If the person replies, the sequence stops immediately. The reply reaches you and the contact stops being prospecting: it becomes a relationship in the CRM.
Each person enters a campaign only once. With no reply at the end of the three emails, the sequence ends and the contact rests.
Anyone who asks not to be contacted again goes on the block list and is never approached again, by any campaign. Every email goes out with your company address in the footer and a one-click unsubscribe link — a legal requirement, and that is why the address is a mandatory field.
People who already use the product never receive outreach.

Contacts. You upload a spreadsheet (an Apollo, Sales Navigator or CRM export, or your own — there is no required format) and the screen shows what it understood from each column before it saves anything. After the import it says how many were added, how many were updated, how many entered a sequence and how many were left out because of country. You can also add them one by one, fix a record and delete for real.

Automatic prospect sourcing is optional. By connecting an enrich.so key, the worker finds prospects on its own, using the profile you defined. Without it, everything else keeps working with the contacts you bring — and sourcing is billed to your enrich account, not here.

LinkedIn: the queue is its job, the sending is yours. The worker builds a queue of people matching your ideal customer profile. Opening the profile and sending is you, in your browser — LinkedIn does not allow programs to send invitations, and automating it costs you the account. It is about 15 seconds per person. There is no connection to your LinkedIn account: profile data comes from enrich's database, and nothing is fetched inside LinkedIn.

The invitation goes without a note; the conversation starts after the accept. Nothing is written in the invitation note — on LinkedIn a real conversation is only possible once the person accepts. From there comes a sequence of three messages: an introduction, something of value, and a call to action. They are not written one by one: there is one template per stage, the same for every contact, with the first name and the company filled in on the spot. You edit the three templates in a single place, and you can ask Orion to write the first draft of each — the one who signs the text is you.

The deadlines organize the queue; the click is always yours. Between the first and the second message, and between the second and the third, runs an interval you define. When the date arrives, the contact gets a "time to send" badge, joins the due today count and moves to the top of the list. Once the three are spent with no reply, the screen suggests closing that contact — and waits for your confirmation, because some leads take longer to mature. No message goes out on its own: you copy and send.

Each contact shows its own pipeline: invitation sent → invitation accepted → message 1 → message 2 → message 3 → replied. Clicking a stage ahead also marks the previous ones (it is easy to forget to tick a step); clicking a stage already done undoes it from there on. When the person replies, they stop being prospecting and become a relationship in the CRM — the same rule as email.

How the pipeline moves without manual work. LinkedIn does not notify anyone about accepts and replies, and does not open that to programs. The official path is your own data export, which the screen teaches you to request: the Connections file answers "who accepted?", and the Messages file (`messages.csv`) marks on its own which sequence messages went out, with the real date of each, and who replied. You just upload the file on the Prospecting LinkedIn screen. If you already marked something by hand, the import does not duplicate it; if a week passes without importing while people are mid-sequence, Orion reminds you.

The conversation is kept on record. When you import the messages file, the text of conversations with people in your queue is saved and sits on the contact's own card, under the LinkedIn conversation button — and Orion can consult it when you ask what has already been discussed with someone. Keeping it does not wait for the person to reply: it applies from the first contact. Only one-to-one conversations with people in your queue are saved — group conversations and everything else in the file, which are your other conversations, are never stored.

WhatsApp prospecting does not exist today. The path was withdrawn on August 5, 2026 and remains off. Prospecting, here, is email and LinkedIn.