A practical way to manage WhatsApp customer conversations
Customers may ask the same questions in different ways, and a fixed menu can feel limiting. AI can help interpret common enquiries, but business answers still need accurate source information and a path to human support.
Answer within a defined scope
Configure the assistant around your business information and the questions it should handle. Keep pricing, policies and availability current.
Combine AI with structured flows
Use a guided flow when a customer needs to provide specific details, and AI assistance when questions are more conversational.
Escalate when confidence is low
Give customers a route to a person for account-specific, sensitive or unresolved questions. Review answers regularly to improve reliability.
How to get started
- 1
Prepare and review the business information the assistant is allowed to use.
- 2
Configure the assistant’s scope, response style and escalation rules.
- 3
Test real customer questions and review conversations to correct gaps before expanding its use.
An AI chatbot can assist with common enquiries, but it should not be treated as an infallible source. Businesses remain responsible for reviewing its knowledge and customer-facing behavior.
Frequently asked questions
Can an AI chatbot answer questions about my business?
It can be configured to respond using the business information made available to it. Review the source information and test answers for accuracy.
Can a customer speak to a human?
Configure a handoff path so customers can reach your team when the assistant cannot resolve the request.