WhatsApp chatbot for businesses: what it does and when it pays off
A WhatsApp chatbot is an assistant that automatically replies to messages sent to the company's number. The simplest systems follow menus and preset replies. Those that use artificial intelligence can understand questions written in different ways and reply based on the information provided.
What it can do
- Answer common questions.
- Collect details for quote requests.
- Help with appointments and bookings.
- Send reminders and confirmations.
- Pass a conversation to a person when needed.
Menu or artificial intelligence?
A menu-based chatbot is simple and predictable, but it makes the user follow a specific structure.
An AI assistant can interpret questions written more freely, as long as it has correct information and clear rules.
In practice, the two approaches can be combined: automate common questions and quickly pass anything involving money, complaints or decisions to a person.
What you need to have one
A solution like this usually needs an integration with the WhatsApp Business Platform through a provider.
You also need to prepare the information the assistant will use:
- Services.
- Prices.
- Opening hours.
- Common questions.
- Rules.
- Criteria for handing over to a person.
The better organised that information is, the more predictable the assistant will be.
When it can pay off
- You get lots of messages with the same questions.
- You lose enquiries by replying late.
- Your team spends a lot of time copying information from WhatsApp into another system.
- You have booking or data collection processes that always follow the same steps.
If you only get a few messages a day, the free tools in WhatsApp Business may be enough.
Things to watch out for
- Tell customers when they're talking to an automated assistant.
- Define clearly what the assistant can and can't say.
- Make sure it doesn't make up prices, deadlines or discounts.
- Review conversations during the first few weeks.
- Handle personal data in line with the GDPR.
- Define where data is stored and who can access it.