WhatsApp chatbot and AI customer support
An intelligent router for leads and tickets, with a first reply in under 5 minutes.
A system that sorts whatever comes in by WhatsApp, email and the web form, and replies in under five minutes. Anything complex goes to a person. With the data-processing notice where it belongs, which on a WhatsApp channel is exactly what nobody puts.
Who it is for
- Businesses with a high volume of enquiries
- Businesses with leads arriving round the clock and nobody covering them
- Startups without a customer success team
Why it ends up being needed
An enquiry that goes unanswered for an hour is usually lost, and not because the customer is impatient: because they have already written to two other people. What arrives on WhatsApp on a Saturday afternoon, or through the website form at eleven at night, gets answered on Monday, and by Monday the decision has been made somewhere else.
It is not a question of effort either. There is usually someone watching three different inboxes — email, the company mobile, the form — with nowhere to see what has already been answered and what was left half done. Easy and hard enquiries arrive mixed together, and the easy ones, which are most of them, eat the time needed to handle properly the ones worth money.
What fixes that is not answering everything faster: it is separating. The repetitive part — opening hours, prices, order status, where you are — gets an immediate and correct answer. What needs judgement reaches a person with the context already gathered, so the conversation starts knowing what it is about instead of asking the same thing again.
What I deliver
- Conversational router — An LLM agent that classifies and answers the simple enquiries.
- WhatsApp and email in one place — A single channel, with the history in your CRM.
- Escalation to a person — A protocol for the cases that need one.
- Service reporting — Response time, satisfaction and cases escalated.
- Knowledge base — Your business’s real answers, written down and versioned.
- Conversation review — Whatever the bot could not answer, reviewed with you every month.
What is included
- An assistant trained on your own information
- Integrated with your site and with WhatsApp
- Handed to a person when it needs one
- Maintenance and improvements each month
What gets decided before a line is written
- Where the boundary sits — What the system answers and what goes to a person is not a technical decision: it is yours, and it gets written down. An assistant that tries to solve everything ends up giving plausible wrong answers, which do more damage than not replying. The boundary is set at the start and moves with what each month teaches.
- What the assistant knows — It answers only from your knowledge base — your hours, your prices, your terms — and not from whatever the model thinks it remembers. That base is written, versioned and yours. It is the difference between a system that gets something wrong you can correct and one that improvises.
- What the customer is told — A WhatsApp channel needs the data processing notice and, depending on how it is used, a statement that the reply is not from a person. That is what almost nobody includes, and it is settled while building rather than after a complaint.
- What happens to what fails — Every month the cases the assistant could not resolve are reviewed together. That review is what makes the system improve; without it, a conversational assistant freezes on the day it was installed and gets less useful as the business changes.
What is not included
- The WhatsApp Business API or model usage costs, contracted in your name.
- Handling escalated cases in person: your team still does that.
- Selling through the channel: the system classifies and answers, it does not negotiate or close.
- Migrating conversation history from another tool.
What you need to have
- A WhatsApp Business line, or the decision to register one.
- The real answers to the usual questions, even if they are unsorted.
- Who receives escalations, and during which hours.
- Access to the CRM, or a decision on which one to use if there is none.
Frequently asked questions
Will a bot be answering my customers?
A system answers the repetitive part and hands anything else to a person. Where that line sits is decided with you, not by default.
Does it work with WhatsApp?
Yes: WhatsApp, email and the web form all come in through the same place and land tidied up in the CRM.
Under five minutes at night too?
The router runs 24/7; the person does not. Outside working hours the system replies, collects the details and leaves the case ready for first thing.
How long until it is running?
Two weeks to build and two to pilot on the lowest-traffic channel, so mistakes happen where they matter least. Then it opens up to the rest.
Can I see what it answered?
Yes: every conversation keeps its history and its classification in the CRM, and the monthly report shows response times and which cases escalated.
What if the assistant says something it should not?
It answers only from your knowledge base, so the margin is narrow, and anything outside it gets handed over. When it still gets something wrong, it shows up in the monthly review and is fixed in the base, which is where you fix it once and it stays fixed.