Automate repeatable questions first
Start with hours, address, product categories, service areas, appointment steps, and other facts that are easy to verify. Keep negotiation, complaints, medical details, and unusual cases available for a person.
Use fixed templates where wording must be exact
A keyword template is useful for approved addresses, payment instructions, emergency notices, or booking links. AI is better for varied wording and follow-up questions.
Limit the audience
Keep groups off by default. For saved contacts, choose Ignore or Business Only if the connected number also has personal conversations. Status, broadcast, and Channel messages should never enter the reply workflow.
Stop when a human intervenes
The owner’s reply should pause automation for that contact. A clear Resume action prevents the AI and advisor from speaking over each other.
Create an advisor queue
Flag explicit requests such as “I want to speak to an advisor” and show a short summary so the team can continue from the information already collected.
Measure activation, not registrations
Track whether a user saved rules, opened the connection flow, linked WhatsApp, received a test message, and sent the first bot reply. Each step suggests a different product fix.
Respect platform policies
Avoid unsolicited, repetitive, or bulk behavior. Linked-device automation is not the official WhatsApp Business Platform, and WhatsApp may restrict accounts under its policies.
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