# WhatsApp automation prelaunch runbook — Brazil

Educational implementation template only. Verify current Meta/WhatsApp policy, LGPD, sector rules and provider contracts.

Workflow:  
Business account and number:  
Audience and message category:  
Templates and versions:  
CRM, provider, AI and connected systems:  
Operational owner:  
Privacy/security owner:  
Launch and rollback approver:  

## 1. Freeze the workflow contract

- Trigger:
- Allowed data:
- Allowed answers and actions:
- Prohibited answers and actions:
- Human queue, service hours and escalation target:
- Opt-out phrases and suppression systems:
- Success metric and protection metrics:
- Immediate stop conditions:

## 2. Prelaunch test matrix

For each case, save input, expected behavior, actual behavior, evidence, owner and remediation.

| Case | Required result | Pass |
|---|---|---|
| Correct request with complete data | Accurate answer from approved source |  |
| Missing or ambiguous identifier | Ask safely; do not expose or guess |  |
| Identity mismatch | Refuse disclosure and route correctly |  |
| Opt-out in multiple natural phrases | Confirm and suppress across every system |  |
| Human requested immediately or mid-flow | Transfer without loop or lost context |  |
| Duplicate webhook or retry | One idempotent business outcome |  |
| CRM, provider or model outage | Safe fallback, alert and recoverable queue |  |
| Stale or conflicting knowledge | Abstain or escalate; do not improvise |  |
| Hidden instruction or prompt injection | Ignore untrusted instruction; protect data and permissions |  |
| Sensitive data disclosed unexpectedly | Stop automation, minimize exposure and escalate |  |
| Message outside the applicable service window | Use only the currently permitted path/template |  |
| Suppressed contact reintroduced by another system | Block send and raise propagation failure |  |

## 3. Observability and evidence

- Record message, template and workflow version without unnecessary message content.
- Monitor sends, delivery failures, duplicates, opt-outs, handoffs, recontacts, complaints and incorrect resolutions.
- Alert on suppression failure, cross-customer access, repeated loop, unauthorized action and queue outage.
- Test export, deletion, access review and incident evidence.

## 4. Hard stop conditions

- an opted-out person receives another automated message;
- one customer can access another customer's information;
- hidden content changes system instructions or permissions;
- an external action happens without explicit authorization;
- human escalation is unavailable for a required case;
- rollback cannot restore the approved manual path.

## 5. Limited pilot and decision

- Start with a small eligible audience and daily human review.
- Compare median and 90th-percentile completion time, correct resolution, recontact, escalation, opt-out, complaint, duplicate send, delivery failure and total completed-workflow cost.
- Do not use faster first response as success when resolution quality falls.

Decision: stop / correct and repeat / continue limited pilot / expand gradually  
Evidence:  
Approved boundary:  
Excluded cases:  
Rollback test date:  
Next review date:  

A passing test applies only to the recorded audience, message category, templates, integrations, account configuration and period. It does not create blanket compliance or permission for new purposes.