How to Automate Customer Support on WhatsApp (Without Annoying Customers)
Good automation makes customers feel answered quickly; bad automation makes them feel ignored.
Start with three replies
- Welcome: a short hello and what you can help with
- Away: your hours and when you will reply
- Keywords: answers to your 3–5 most common questions
Route, don't trap
Automation should hand the chat to a person quickly. Auto-assign new chats to an online agent so a human follows the automatic reply.
Keep it honest
Do not pretend an automatic reply is a person, and follow WhatsApp's Business Messaging Policy.
Measure
Watch unreplied chats and response times each week and adjust your keyword replies.