> ## Documentation Index
> Fetch the complete documentation index at: https://help.mory.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp and phone assistant

> How WhatsApp messages and phone calls become tasks in mory, how you reply, and what to do when a contact is matched incorrectly.

Tenants often report damage spontaneously via WhatsApp or call when the office is closed. mory handles both channels and creates a task (**Aufgabe**) from each, so nothing gets lost. This page explains how it works and what you do afterwards.

## WhatsApp

### How it works

Tenants write to the WhatsApp number of your organisation (**Organisation**). mory reads the message, detects damage reports and general requests and automatically creates a task. It matches the sender to a person by phone number and, where possible, adds the property (**Liegenschaft**) and unit (**Einheit**).

The message also appears in the inbox (**Posteingang**) with the channel WhatsApp. In the task, the field **Quelle** (Source) under **Details** shows WhatsApp.

### Replying from the task

Open the task and reply directly through the actions, for example with **Verfassen** (Compose). The tenant receives your reply on WhatsApp. All sent and received messages are listed in the task's **Aktivitäten** (Activities), together with emails, calls and comments.

<Tip>
  Photos that tenants send via WhatsApp are stored as attachments on the task, so the contractor has them at hand right away.
</Tip>

### WhatsApp number

Your admin sets up your organisation's WhatsApp number in **Einstellungen** (Settings). See [Connected accounts](/en/admin/connected-accounts) for details.

## Phone assistant

### How it works

The phone assistant (**Telefon-Assistent**) answers calls, for example outside office hours or when nobody picks up. It holds a conversation with the caller and records the request. Using the phone number, mory identifies the contact and shows the related property and unit.

After the call, mory creates a task with:

* the full transcript of the conversation in the activities,
* a call panel with the key facts of the call,
* the source "phone" under **Details**.

In the inbox, the call appears with the channel phone.

### Greeting and language

The assistant's greeting text and language can be adjusted. Contact your admin if you want to change the text.

<Note>
  Callers are informed at the start that they are speaking to an automated assistant and that the conversation is processed. Transcripts contain personal data. Treat them like any other tenant data and do not share them outside mory.
</Note>

## Incorrectly matched contact

If a phone number belongs to several people, is new, or a relative is calling, mory may match the wrong contact. For new tasks from WhatsApp and phone, check the field **Gemeldet von** (Reported by) in the task context (**Aufgaben-Kontext**).

<Steps>
  <Step title="Open the task">
    Open the task and check the task context in the right sidebar.
  </Step>

  <Step title="Change Reported by">
    Click **Gemeldet von** and select the correct person. If the person does not exist yet, create them first under **Personen** (People).
  </Step>

  <Step title="Check property and unit">
    Adjust the property and unit if necessary, so that the checklist and confirmation email use the right data.
  </Step>
</Steps>

<Warning>
  For unknown contacts, mory does not reply automatically until the match has been checked. Confirm the match so that no information is sent to the wrong recipient.
</Warning>

## Related pages

* [Channels at a glance](/en/channels/overview)
* [Connected accounts](/en/admin/connected-accounts)
* [Tenant portal](/en/channels/tenant-portal)