CUSTOMER COMMUNICATION
WhatsApp Business chatbot for businessesCustomers get timely replies. Important conversations stay with your team.
A customer asks on WhatsApp where their order is, or whether their appointment still stands. A colleague stops what they are doing to find the answer. We build a workflow that sends standard information at the right moment and hands conversations that need attention to a person.
I have a process like thisBusinesses that talk to customers on WhatsApp every day: appointment-based services, online shops, distributors and support teams.
A PROCESS THAT COULD WORK BETTER
Where does the time go?
WhatsApp feels like the fastest channel until every message lands on one person's phone. Repetitive questions interrupt work, confirmations are sent by hand, and an important conversation can go unanswered over the weekend. Nobody can easily see what the customer was promised.
A good starting point is a message you send often, backed by clear information: an appointment confirmation, an order status or a reminder. We first check the channel requirements: the business number, customer consent to receive messages and the templates that need approval.
WHAT CAN BE AUTOMATED
What automation can take on
We choose together where it makes sense to start.
Confirmations and reminders
A new appointment, order or delivery triggers a message with details from your app. Reminders go out at the agreed time, only to customers who agreed to receive messages.
Status on request
A customer asks where their order is. The workflow looks it up in the agreed system and replies with the recorded status, without guessing.
Common questions
Opening hours, address, required documents or next steps. Replies use information your team has approved, not assumptions made by an AI model.
Handover to a colleague
Complaints, special requests and unclear messages reach the right person, with the conversation history and a short summary.
WHAT WE BUILD TOGETHER
How it could work in your business
The example is adapted to your team's apps and rules.
- 01
Start from an event
A new appointment, a shipped order or an incoming message starts the workflow. Details come from the app you already use: CRM, online shop or calendar.
- 02
Choose the right message
The n8n workflow checks customer consent and the type of conversation. Business-initiated messages use templates approved on the platform. When the customer has written recently, the reply can be more flexible, but still based on agreed information.
- 03
Reply or hand over
Standard messages go out automatically. Anything outside the rules goes to a conversation list for your team, with the customer, the topic and what has already been said.
CLEAR LIMITS. HUMAN CONTROL.
What stays under human control
We do not automate the WhatsApp app on a colleague's phone with unofficial tools. We work through a compatible business API, after checking the channel requirements. Promotional messages are not sent without consent, and the AI assistant does not negotiate prices, promise dates or answer complaints on behalf of your team.
A PRACTICAL STARTING POINT
What we need to start
- Your most frequent messages, anonymised
- The app that holds appointments, orders or statuses
- Who handles conversations outside the rules, and how quickly
We choose tools after checking access and requirements. This list does not imply an active integration or a partnership.
BEFORE IMPLEMENTATION
Questions about this process
Can we keep our current WhatsApp number?
It depends on how the number is used today and on the platform requirements. We check the options before setup, so you do not lose access to existing conversations.
Does an AI chatbot reply instead of our team?
Only where you decide: common questions and approved information. When a question falls outside those limits, or the customer asks for a person, the conversation goes to a colleague.
Can we send offers and promotions on WhatsApp?
Only to customers who agreed to receive them, using templates approved on the platform. We review how you collect consent before the first message.
What costs come on top of the automation?
The WhatsApp platform may charge for some message types, under its own rules. We estimate the volume before the pilot so you know what to expect.
Does your team work like this?
Tell us how you work today. We'll agree on where it makes sense to start.