Automated FAQ Responses on WhatsApp

We start by collecting real questions. We read through several weeks of your WhatsApp chats, emails, call notes and website enquiries, and group them by topic. We count how often each appears and note which can be answered in two or three lines. Questions needing personal data, case-by-case judgement or sensitive discussion are marked for humans. From this we select the top ten to twenty questions that make up most of the volume. Next we write the answers. Each answer is short enough to read on a phone, begins with the key fact, and ends with a next step such as a link, a button or an offer to connect with a person. We avoid long paragraphs, and we confirm with you every fact: timings, charges, policies, locations. We then design the conversation. A typical flow begins with a greeting and a menu, such as “Prices, Timings, Location, Book a visit, Talk to us”. Selecting an option sends the answer and then asks whether that helped, with buttons for yes, another question, or speak to a person. For free-text messages we add keyword rules, including common spellings and Hinglish variants, and a fallback that says we did not understand and offers the menu. We choose the platform for building: a WhatsApp Business app with quick replies and away messages for small businesses, or the Business Platform with a chatbot builder for greater automation and integration. The choice depends on volume and budget; the app is simple but limited, while the platform supports flows, handover and integrations; see customer support workflows. We set business hours, so that outside them the bot tells customers when a person will reply. We follow WhatsApp rules on the customer service window and templates. We test with dozens of sample messages, including typos and unusual requests, and with your staff acting as customers. After launch we review which questions the bot could not answer and which options customers used, then add or improve answers. We also feed insights back to your website, since repeated questions often show missing information on a page. We cannot promise that the bot will resolve a set percentage of chats, since it depends on your customers and questions, but removing repetitive answers frees your team for work that needs a person.