A mensagem certa. WhatsApp. Agora mesmo.
Acionada por um insight do Pivony ou qualquer etapa da sua jornada do cliente — Sonic envia uma mensagem de WhatsApp personalizada, rastreia a resposta via webhook e fecha o ciclo automaticamente.
Pivony Sonic
online
Hi Alex, your order has been delivered 📦
How was your experience? Reply 1 (poor) – 5 (great)
09:42 ✓✓
2
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We're sorry 🙏 Here's a 15% code just for you:
CARE15
09:43 ✓✓
Pivony Sonic · Insight → Action
The gap most CX leaders haven't named yet
You already collect feedback at scale. The bottleneck is not insight — it is the distance between knowing and doing.
Data richness, action poverty
Retail and ecommerce teams sit on tickets, NPS, reviews, and call logs — then summarize them in decks. The customer has already moved on.
Insight without a closed loop
Dashboards show that delivery complaints spiked. Nobody contacts the affected customers the same day. The report is accurate; the operation is late.
CX bandwidth that cannot scale
Your directors should decide strategy — not manually chase detractors across channels. That work belongs to agents, not headcount.
Analytics tool vs. agentic teammate
Pivony is not selling another chart. Sonic is the teammate that picks up the phone or sends the message when the signal fires.
Traditional CX stack
- Analysts read dashboards and prepare weekly summaries
- Outreach happens in batch campaigns or manual queues
- VIP churn signals surface after the customer switches
- Insight and action live in different tools and meetings
Pivony + Sonic
- Agents detect detractors, spikes, and VIP risk in real time
- Sonic reaches the customer on WhatsApp or by AI voice call
- Personalized outreach triggered by insight — not calendar
- Every response flows back into Pivony for the next decision
From signal to customer contact — one stack
Analysis and action stay connected. That is what makes Sonic strategic, not optional.
Pivony detects
Root causes, detractors, sentiment spikes, VIP complaints — across tickets, NPS, reviews, and calls.
Rules decide
Your team sets segment, priority, channel, and approval logic once — not case by case.
Sonic executes
WhatsApp message or AI voice conversation — outbound, personalized, tracked.
Loop closes
Responses and transcripts return to Pivony. The next action is informed, not guessed.
Built for teams drowning in data
Especially organizations with high feedback volume and slow time-to-action — retail, ecommerce, telecom, and enterprise CX.
Retail & ecommerce
Delivery issues, post-purchase CSAT, VIP recovery — at the volume where manual outreach breaks.
CX & customer ops leaders
Directors who need proof that insight turns into same-day customer contact, not another slide.
Product & experience teams
Connect voice-of-customer signals to automated outreach without waiting for the next sprint planning meeting.
WhatsApp for speed. Voice for depth.
Channels are how Sonic executes — not the strategy. The strategy is closing the insight-to-action gap before churn compounds.
Duas formas de acionar o Engage
Insight-triggered
Pivony detects a detractor, negative sentiment spike, or VIP complaint — Sonic fires automatically before the customer churns.
- NPS score 0–6 detected
- Negative sentiment threshold crossed
- VIP complaint flagged
Process-triggered
Any event in your CRM, ERP, or order system sends a trigger via REST API — Sonic handles WhatsApp delivery or voice outreach and tracks responses.
- Order shipped → tracking number via WhatsApp
- Out for delivery → same-day alert
- Failed delivery → reschedule in-chat
- Subscription renewal reminder
- Appointment confirmation
Voice-triggered
High-priority signals — NPS 0–3, VIP churn risk, a serious complaint — trigger an outbound AI call. Sonic greets your customer, listens, asks follow-ups, and hands off to a human only when needed.
- NPS score 0–3 → immediate outbound call
- VIP churn risk flagged → proactive retention call
- Post-delivery complaint → same-day voice follow-up
Your customer talks to AI — not your call queue
COMING SOONWhen a message is not enough, Sonic calls your customer and handles the conversation. No script to read aloud — AI listens, responds naturally, and captures what customers actually mean. Everything lands in Pivony when the call ends.
Outbound AI call
Sonic · conversation in progress
Sonic AI
Hi Sarah, I'm calling on behalf of [Your Brand]. Do you have a minute about your recent delivery?Customer
Sure — it arrived late and the box was damaged.Sonic AI
I'm sorry to hear that. Which item was affected? I'll note it right away.Customer
The headphones. I bought them as a gift.Sonic AI
Got it. I can walk you through a replacement or refund — whichever works best.→ Transcript + sentiment flowing to Pivony
What happens on a voice call
- 1
Pivony flags a signal
Low NPS, VIP complaint, delivery issue — whatever rule you set.
- 2
Sonic calls your customer
An AI agent introduces itself and opens a natural conversation.
- 3
AI handles the dialogue
Listens, asks follow-ups, offers next steps — escalates to a human only if needed.
- 4
Insights return to Pivony
Full transcript, sentiment, and summary ready for your team to act on.
AI calls — you stay out of the queue
Sonic places the outbound call within seconds of a trigger. Your team does not need to dial — AI runs the first conversation.
Real conversation, not a robocall
Customers speak freely. Sonic adapts to what they say, clarifies details, and keeps the dialogue moving.
Every call feeds Pivony
Live transcription and sentiment analysis flow back automatically — ready for root cause analysis and follow-up actions.
How Sonic Works
Qualquer gatilho — insight ou processo — torna-se uma conversa de WhatsApp com rastreamento completo por webhook.
Trigger
Pivony insight or any business process
AI Decision
Segment, priority and channel selection
Channel
WhatsApp or voice call
Message sent → Webhook
Voice Call
AI talks to your customer → Pivony
Sonic automatically selects the right channel based on customer segment, time of day, and previous interaction history — or you can set fixed rules.
Arquitetura de nível empresarial
On-Prem, Google Cloud ou AWS
Implemente em seus próprios servidores ou em ambientes Google Cloud ou AWS que você controla. On-prem mantém os dados na sua infraestrutura; opções em cloud atendem equipes já padronizadas em GCP ou Amazon.
Fila inteligente com REST API
Enfileiramento de mensagens de alto desempenho via REST API. Limitação de taxa inteligente, lógica de repetição e confirmação de entrega integradas.
Modelos dinâmicos
Modelos de mensagem aprovados pela Meta com campos de mesclagem dinâmicos — nome do cliente, ID do pedido, códigos de desconto e variáveis personalizadas.
Ciclo de feedback por webhook
O status de entrega e as respostas dos clientes retornam em tempo real via webhook da WABA — cada resposta é registrada e acionável.
Painel de relatórios
Histórico completo de comunicação, taxas de entrega, taxas de resposta e trilha de logs — tudo num painel web acessível à sua equipe.
Segurança e trilha de auditoria
Implantação em seus servidores, Google Cloud ou AWS. Logs de auditoria para mensagens enviadas ou aprovadas. Acesso alinhado às suas políticas de segurança.
Envio automático ou manual
Defina regras para disparar automaticamente quando um gatilho ocorre, ou encaminhe primeiro a um agente humano para aprovação com 1 clique. Fluxos híbridos são totalmente suportados.
⚡ Automatic — fires the moment the rule matches
👤 Manual — 1-click approval from agent panel
🔀 Hybrid — critical messages always need approval
Preços transparentes
A sua fatura separa claramente as taxas da plataforma Pivony dos custos de tráfego de conversas da Meta. Você paga diretamente à Meta apenas pelas mensagens que realmente envia — sem acréscimos, sem pacotes.
Software license
On-prem, GCP, or AWS
Meta traffic
Directly to Meta
Para que as equipes usam o Engage
Notificações de envio
Substitua o SMS pelo WhatsApp em toda a jornada de entrega — enviado, saiu para entrega, entregue, tentativa falhada. 98 % de abertura contra 20 % do SMS. Os clientes podem responder diretamente se algo der errado.
Recuperação de churn
Alcance os detratores em minutos após o feedback — com uma mensagem personalizada antes que mudem.
CSAT pós-entrega
Dispare uma verificação de satisfação no momento em que um pedido é marcado como entregue. Capture o CSAT no WhatsApp — sem link de pesquisa.
Compensações e ofertas
Envie um código de desconto ou crédito de serviço a um VIP que teve uma má experiência. Automático ou aprovado por um agente.
Alertas proativos
Avise os clientes afetados sobre um problema conhecido antes que entrem em contato com o suporte — reduza o volume de chamados.
O que cada implementação do Engage inclui
Inicie a conversa. No WhatsApp.
Solicite uma demo e mostraremos um fluxo do Sonic ao vivo — acionado a partir dos seus dados, entregue no WhatsApp e rastreado de ponta a ponta.