A WhatsApp chatbot is an automated assistant that talks to customers inside WhatsApp, answering questions, collecting details and handing off to your team. For a business it means customers can reach you on the app they already use, at any hour, and every enquiry lands in a system instead of someone's phone.
What a WhatsApp chatbot can do
- Answer common questions about hours, services, process and status.
- Capture leads by asking a few questions and saving the answers.
- Send confirmations and reminders to people who have contacted you.
- Hand off to a person with the chat history when a human is needed.
- Qualify and route enquiries to the right salesperson.
Three ways to get one
| Option | Best for | Limits |
|---|---|---|
| WhatsApp Business app with quick replies and away messages | A very small team | Basic automation only |
| WhatsApp Business Platform (API) through an official provider | Real automation, multiple agents, CRM link | Needs setup and a provider |
| Custom-built bot on the API | Specific workflows, AI conversation, deep CRM integration | Build effort, ongoing running cost |
We explain the first two in WhatsApp Business API vs Business app.
Rules you need to respect
WhatsApp is a personal channel and has policies. Two ideas matter most:
- Customer-initiated conversations. When a customer messages you, you can generally reply freely for a limited window afterwards.
- Template messages. To message someone outside that window, you generally need an approved template and the person's consent.
Pricing and policy details change, so check the current rules from Meta or your provider before you plan costs. Never message people who have not agreed to hear from you.
Designing the conversation
- Open with one clear question, not a wall of options.
- Use buttons and short replies where they save typing.
- Add AI only where open conversation helps, and keep prices and policies scripted. See rule-based vs AI chatbots.
- Always offer a human.
- Save every lead with its source and a summary.
Getting leads into your CRM
A WhatsApp bot without a hand-off is a toy. Connect it so every enquiry creates a record, is assigned and has a follow-up. See how to route WhatsApp enquiries to the right salesperson.
Start simple
If you only need people to message you, a click-to-chat link is enough and free. Add a chatbot when volume or complexity grows. If you want one designed and built, see our AI and intelligent automation service.