Prava poruka. WhatsApp. Baš sada.
Pokrenut Pivony uvidom ili bilo kojim korakom u putovanju vašeg korisnika — Sonic šalje personalizovanu WhatsApp poruku, prati odgovor putem webhook-a i automatski zatvara petlju.
Pivony Sonic
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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.
Dva načina za pokretanje Engage-a
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
Svaki okidač — uvid ili proces — postaje WhatsApp razgovor uz potpuno praćenje putem webhook-a.
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.
Arhitektura na enterprise nivou
On-Prem, Google Cloud ili AWS
Postavite na sopstvenim serverima ili u Google Cloud ili AWS okruženjima koja vi kontrolišete. On-prem drži podatke u vašoj infrastrukturi; cloud opcije odgovaraju timovima već standardizovanim na GCP ili Amazon.
REST API pametan red
Stavljanje poruka u red sa velikim protokom putem REST API-ja. Ugrađeno inteligentno ograničavanje brzine, logika ponovnog pokušaja i potvrda isporuke.
Dinamički šabloni
Šabloni poruka odobreni od strane Meta sa dinamičkim poljima za spajanje — ime korisnika, ID porudžbine, kodovi za popust i prilagođene promenljive.
Webhook povratna petlja
Status isporuke i odgovori korisnika vraćaju se u realnom vremenu putem WABA webhook-a — svaki odgovor se beleži i može se sprovesti u delo.
Kontrolna tabla za izveštavanje
Potpuna istorija komunikacije, stope isporuke, stope odgovora i trag logova — sve u veb panelu dostupnom vašem timu.
Bezbednost i revizorski log
Postavljanje na vašim serverima, Google Cloud ili AWS. Revizorski logovi za poslate ili odobrene poruke. Pristup usklađen sa vašim bezbednosnim politikama.
Automatsko ili ručno slanje
Postavite pravila za automatsko pokretanje kada se okidač aktivira, ili prvo usmerite ka ljudskom agentu za odobrenje jednim klikom. Hibridni radni tokovi su u potpunosti podržani.
⚡ Automatic — fires the moment the rule matches
👤 Manual — 1-click approval from agent panel
🔀 Hybrid — critical messages always need approval
Transparentno određivanje cena
Vaš račun jasno razdvaja naknade za Pivony platformu od troškova Meta saobraćaja razgovora. Plaćate direktno Meta-i samo za poruke koje zaista pošaljete — bez marže, bez paketa.
Software license
On-prem, GCP, or AWS
Meta traffic
Directly to Meta
Za šta timovi koriste Engage
Obaveštenja o isporuci
Zamenite SMS WhatsApp-om za celokupno putovanje isporuke — poslato, u isporuci, isporučeno, neuspeli pokušaj. 98 % stope otvaranja naspram 20 % za SMS. Korisnici mogu direktno da odgovore ako nešto pođe po zlu.
Vraćanje izgubljenih korisnika
Dosegnite kritičare u roku od nekoliko minuta od njihove povratne informacije — personalizovanom porukom pre nego što pređu konkurenciji.
CSAT nakon isporuke
Pokrenite proveru zadovoljstva u trenutku kada se porudžbina označi kao isporučena. Prikupite CSAT u WhatsApp-u — bez linka ka anketi.
Nadoknade i ponude
Pošaljite kod za popust ili servisni kredit VIP korisniku koji je imao loše iskustvo. Automatski ili uz odobrenje agenta.
Proaktivna upozorenja
Obavestite pogođene korisnike o poznatom problemu pre nego što kontaktiraju podršku — smanjite dolazni obim.
Šta uključuje svako postavljanje Engage-a
Započnite razgovor. Na WhatsApp-u.
Zatražite demo i provešćemo vas kroz Sonic radni tok uživo — pokrenut iz vaših podataka, isporučen u WhatsApp-u, praćen od početka do kraja.