What makes a WhatsApp Agent actually scale?

In this episode of The Dialogue Architects, Lauren Goerz sits down with Nick Thomson, General Manager of Got Bot, to explore the practical architecture behind high‑performing, enterprise‑grade messaging systems. Nick breaks down: • Why WhatsApp dominates customer interactions in South Africa • Workflow design vs. generative AI hype • Scaling commerce bots during traffic spikes • Integrations, failover plans, and operational risk • Why diagramming is essential for cross‑team alignment • MCP, agent orchestration, and multi‑bot ecosystems • Predictions for 2026: security failures, ROI pressure, agent skepticism ⏱ Chapters included in video description. Links & Resources Nick Thomson – https://www.linkedin.com/in/nick-thomson-51127a83/ Lauren Goerz – https://www.linkedin.com/in/lauren-goerz/ 🔗 Learn more about trustworthy conversational AI: rasa.com 🔗 Try Rasa today in the Rasa Playground: https://hellorasa.info/46UKlub (00:00) Welcome and guest intro (01:08) Nick’s origin story (05:32) Role today and GenAI reality check (06:59) WhatsApp commerce and scaling (10:31) Project priorities and workflow design (13:49) Diagramming with Excalidraw and Miro (18:14) MCP and agent orchestration (25:21) Customer war stories and ops challenges (29:42) Metrics, feedback, and containment (31:24) 2026 predictions and wrap‑up