A WhatsApp chatbot answers common questions automatically, collects details and hands conversations to your team. It can save hours each week, but not every business needs one.
What a chatbot does well
- Instant replies at any hour.
- Answers to repeated questions: prices, timings, location.
- Collecting details: name, service, preferred time.
- Sharing catalogues, brochures and links.
- Routing chats to the right person.
What it should not do
- Handle complaints or complex questions without a person.
- Trap customers in menus with no way out.
- Replace your team entirely.
You probably need one if
- You get many chats with the same questions.
- Enquiries arrive outside working hours.
- You run click-to-WhatsApp ads and need instant replies.
- Several people handle chats and need them organised.
You may not need one if
You get a handful of chats a day and reply quickly. The WhatsApp Business app’s greeting message and quick replies may be enough.
Plan a simple flow
- A welcome message with three to five numbered options.
- A short, helpful reply for each option.
- Always a “talk to our team” option.
Plan yours with our chatbot flow planner.
What you need
Full chatbots run on the WhatsApp Business API through a provider. See our WhatsApp chatbot service.
Want the full picture? This article is part of WhatsApp marketing: the complete guide, our in-depth guide with everything in one place.
