Insights · Convert · AI chatbots
WhatsApp chatbots for business: how they work and how to set one up
By Klaus S, AI and Automation Lead
Published · 3 minute read
The short answer
A WhatsApp chatbot answers messages to your business number automatically, using the WhatsApp Business Platform through an approved provider. It can answer questions, qualify enquiries and book appointments at any hour. Businesses can reply freely within 24 hours of a customer's last message; outside that window, only pre-approved template messages can be sent, and customers must have opted in.
Many of your clients would rather send a WhatsApp message than fill in a form or make a call. A WhatsApp chatbot means every one of those messages gets an instant, useful reply, even at 10pm on a Sunday. Here is how it works, without the jargon.
How does a WhatsApp chatbot work?
- A business number on the WhatsApp Business PlatformConnected through a provider approved by Meta, rather than the free WhatsApp Business app.
- An AI assistant behind itTrained only on information you approve: services, prices or what affects them, hours, areas and policies.
- Connections to your systemsYour calendar for bookings and your CRM, so every conversation is recorded.
- A handover to a personFor complaints, advice or anything outside the assistant’s brief.
What are the WhatsApp rules?
| Rule | What it means for you |
|---|---|
| The 24-hour window | You can reply freely within 24 hours of the customer’s last message. |
| Template messages | Outside that window, only pre-approved templates can be sent, such as reminders. |
| Opt-in | Customers must agree to receive messages from you on WhatsApp. |
| Charges | Meta charges for some message types. Check current pricing with your provider. |
What can it do for a service business?
- Answer common questions instantly: prices, availability, areas covered.
- Ask your qualifying questions and score the enquiry.
- Offer appointment times and book them.
- Send confirmations and reminders using approved templates.
- Pass anything sensitive to your team with a summary.
Where do you put the WhatsApp button?
On your website, your Google Business Profile, your email signature and your Facebook and Instagram profiles. Click-to-WhatsApp ads on Meta can also open a conversation directly.
About the author
Klaus S, AI and Automation Lead. Klaus builds the AI and automation behind every account: AI chatbots, AI receptionists and CRM workflows that answer, qualify and follow up every enquiry, at any hour.
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