Unlocking Next-Level Messaging for Field Services with WhatsApp Group API

At Jely, our focus is on servicing marketplaces to ensure that critical customer and contractor messages don’t just get sent - they get seen, prioritised, and routed into the right business systems.

Coral sits inside our marketplace stack: it’s our dedicated service that gives businesses easy, reliable access to the Group API itself. With Coral providing the infrastructure and additional schemas for our team, we can concentrate on designing and deploying the workflows that turn raw conversations into outcomes for our customers.

Together, Coral & Jely are unlocking a new level of messaging automation for Field Services businesses.

Think internet service calls, boiler installations, plumbing, electrical repairs etc. Field services like these connect customers with contractors, and WhatsApp is usually the default way people talk in the UK. A customer messages the marketplace to agree on details, the marketplace relays updates to the contractor, and eventually, everyone ends up in multiple disparate WhatsApp groups.

That works but there are lots of inefficient processes placed on the marketplace: 1:1  messages stay trapped inside individual WhatsApps. 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 critical information.

With the Coral’s Groups 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. Coral’s API makes the distinction between the customer and the success manager which is super valuable to Jely.

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. If a teammate replies by email, 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.

Diagram to show system interaction

For example, Doxa Heat Installation Services can now connect its contractors and customers directly in a WhatsApp group using Jely, powered by Coral. Contractors, customers, and customer service reps are all added automatically. However, customers often have questions that only manufacturers can answer,  and manufacturers don’t live in WhatsApp. With Jely, those requests can be tagged and automatically forwarded to the customer service team and manufacturer by email. Their email reply is then sent straight back into the WhatsApp group, creating a seamless experience for both the customer and the contractor.

“Increasingly WhatsApp is the core platform that we use to reach out to our install partners and the customers we share. Groups 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.

Customer receiving invitation on WhatsApp to join group with Contractor and Heat Pumps Marketplace

Contractor sees this on their WhatsApp

Marketplace forwards the inquiry to the manufacturer via automated email workflow

Manufacturer receives email

Manufacturer responds via email

Manufacturers' email response lands back in the Marketplace dashboard

The Manufacturer response also lands directly in the Customer's and Contractor's WhatsApp group

Creating Group Chat between Customer and Contractor on Dashboard