Real-World Use Cases for the WhatsApp Group API with Jely

The WhatsApp Group API delivers group communication and at Jely, we’re making it actionable by ensuring critical messages get seen, prioritised, and addressed on users preferred platforms.

“Customers rightfully expect to communicate on their own terms, which, depending on the individual and market, might be via email, SMS, WhatsApp, or WeChat. In my teaching on omnichannel retailing, I point to Jely as an example of how businesses can avoid siloed communication and instead deliver one seamless flow across email, SMS, WhatsApp, and beyond.” - Dr. Andrés Gvirtz, Assistant Professor at King’s College London, PhD from University of Cambridge

Here’s how we’re helping platforms and marketplaces across industries to implement the Group API into their workflows:

1. Marketplaces & Field Services

Think boiler installations, heat pumps, or plumbing. Marketplaces like these connect customers with contractors, and WhatsApp is usually the default way people talk. A customer messages the marketplace to agree on details, the marketplace relays updates to the contractor, and eventually everyone ends up in one shared WhatsApp group.

That works for the basics - but here’s the catch: those messages stay trapped inside WhatsApp. Important details like installation times, invoice confirmations, or last-minute changes don’t flow into the CRM, the invoicing system, or even the wider operations team. Staff end up copy-pasting messages into other systems, and only a handful of devices can even access the account.

With the WhatsApp Group API, the marketplace can programmatically create a group that includes the customer, the installer, and the success manager. Everyone sees the same timeline of updates, without juggling multiple chats. 

With Jely layered in, we give each job its dedicated chat. Any tagged or urgent message is flagged as important and can be forwarded into the right teammate’s inbox - complete with its WhatsApp context. That teammate replies by email, and the response flows straight back into WhatsApp for the customer and contractor to see. From there, Jely’s integrations can sync conversations into CRM and invoicing tools automatically.

“Increasingly WhatsApp is the core platform that we use to reach out to our install partners and the customers we share. Group API is going to be the gold standard for this - automating our processes and improving the experiences of everyone we interact with, at every step of the journey.” - David Leviseur, Founder & CEO @ Fornax Energy

TL;DR: Customers, contractors, and the marketplace finally work in one connected flow, no more manual copy-pasting WhatsApp messages into enterprise systems.

2. Education & Tutoring

Parents, tutors, and admins are in constant communication: scheduling lessons and arranging exam prep. However, tutoring doesn’t always happen on one channel. Parents might send updates via WhatsApp, admins might prefer email, and tutors could rely on SMS.

Keeping everyone aligned across these different channels is messy. Parents get frustrated when messages go unanswered. Tutors lose track of requests amidst chatter. Admins waste time playing middleman between everyone.

With the Group API, parents, tutors, and admins can share one official WhatsApp group per student. Each lesson has a clear communication thread, and reminders or updates are visible to everyone in real time.

While the WhatsApp Group API facilitates WhatsApp-to-WhatsApp conversations, Jely extends this by enabling communication across different chat apps. For example, consider a student in China who naturally uses WeChat and a tutor in the UK who prefers WhatsApp. Through Jely’s integrations, the marketplace can accept the tutor’s messages on WhatsApp and forward them as a separate conversation to the student on WeChat, keeping both sides active on the platform they use most.

TL;DR: One message, two apps. Jely bridges the gap between chat-apps whilst the platform stays in control.

“Jely helps everything click together: students, parents, clients, and tutors stay connected without the hassle of downloading new apps and juggling different channels. Jely's features enable easy to read group conversations, all clearly separated based on tutor, subject, and service, ensuring clarity and control for the business. Jely keeps communication secure, controlled, and easy, with everyone free to stick to the app of their choice.” - Louis McEvoy, Managing Director, Doxa 

3. Charities & Social Impact

For many vulnerable communities WhatsApp is the primary way to ask for support - whether that’s with housing, healthcare, legal aid, or language support. Charities step in to coordinate that support, but direct communication comes with challenges. Volunteers can’t safely share personal numbers with vulnerable individuals, and without oversight, it’s easy for urgent needs to slip through.

With the Group API, a charity can create separate threads for each individual they support, with numbers protected so personal details don’t get exposed. Each individual has their own dedicated conversation, making support easier to manage and preventing messages from clustering into one overwhelming inbox.

Jely enables anonymity and moderation by creating two mirrored chats for every individual supported - one between the volunteer and the charity, and another between the beneficiary and the charity. Messages are relayed back and forth without exposing phone numbers. Each case has its own dedicated space, making conversations easier to manage and preventing messages from clustering into one inbox. Guardrails remove sensitive personal details, and if someone tries to share a personal number or risky content, the message is blocked and an alert is raised with an admin.

TL;DR: Each individual has their own dedicated chat. Conversations stay anonymous and safeguarded, while charities gain full visibility and control.

The WhatsApp Group API brings everyone in and Jely makes sure nothing slips out.

“It’s important that our volunteers can stay connected with the families we support in a way that’s both safe and secure. Jely seems like it could be a game changing for us, offering a way to manage communication across the platforms we already use, while protecting sensitive information.” - Cristiana Camisotti, CEO, Home-Start RKH