Chatbots
Automated WhatsApp conversations that answer common questions and hand over when they cannot.
A chatbot answers a WhatsApp conversation automatically — handling the questions you get constantly, and passing anything else to a person.
Creating a Chatbot
Click Create Chatbot and enter a name.
The builder opens. Build the conversation as connected nodes — a message, then the replies the customer can choose.
Attach a flow or template to a step where you need structured input or approved wording.
Save.
What a Step Can Do
| Element | Behaviour |
|---|---|
| Message | Sends text |
| Button | Offers a choice that moves the conversation on |
| Document | Sends a file |
| Open link | Sends the customer to a URL |
| Flow | Opens a flow for structured input |
| Restart conversation | Returns the customer to the start |
Testing Before You Publish
The preview runs the bot as a customer would experience it — Start, Type your reply…, Waiting for a reply above….
Walk it end to end and check:
- Every button leads somewhere real
- No path dead-ends without an option
- The customer can always reach a human
- The wording sounds like your brand
The single worst chatbot failure is the loop with no exit. Before publishing, try deliberately giving unexpected answers and confirm you can still get out.
Handover to an Agent
When the bot cannot help, the conversation becomes a normal ticket in the Inbox. The bot's messages are already in the thread, so the agent has the context and the customer does not repeat themselves.
Managing Chatbots
| Action | Notes |
|---|---|
| Clone | Duplicates as "Copy of …" — the safe way to change a live bot |
| Search | Find a bot by name |
| Delete | Removes it permanently |
Clone before editing anything customers are currently using. Edit the copy, test it, then switch over.
Related Pages
- Chatbot Builder — the canvas in detail
- Flows
- Templates
- Automation
- Inbox