WhatsApp Bot: Use of Automation for WhatsApp Business Accounts

Communication is perhaps the most crucial step to ensure long-term customer relationships. And your sales and brand reputation are likely to nosedive if you don’t have a satisfactory conversation with your customers. That’s why businesses across the world are searching for a reliable way to circulate their message across and keep all the team members IN.

Thanks to WhatsApp Business and its huge active user base of over 2 Billion people. WhatsApp along with his capabilities and customer engagement features has proved itself to be the best platform to engage and communicate with the customers.

It was first introduced through the WhatsApp Business app to help small business owners to expand their business outreach. However, for medium and large enterprises, WhatsApp revealed something bigger and more capable — named — WhatsApp Business API.

While the WhatsApp Business app allows only one person to sign in at one time on one phone, WhatsApp Business API takes over these limitations and provides you with a custom platform, allowing numerous agents to use this messaging platform at the same time. Above all, getting access to the API will allow you to get a verified WhatsApp Business Account with the official Green Tick, showing that your business is legitimate and verified by the messaging company.

You can get access to the WhatsApp Business API simply by partnering with a business solution provider such as Gupshup. It enables you to get all the benefits of the Business API along with those offered by the BSP, offering a range of engagement tools to make your agents’ communication with customers as smoother and productive as possible.

Gupshup WhatsApp Automation

One of these engagement tools is Automation. Automation enables WhatsApp bots to activate smart messaging to automatically respond to customer queries specifically. It comes with the following features!

Customer Notification & Engagement

Send important information like flight reschedule, order dispatch, delivery updates, etc. instantly via SMS and Voice. It enables you to keep your customers engaged via relevant discounts & offers.

● Single API-in Action

● Send SMS

● Outbound Dialer

● Cross-platform Promotion

By signing into a platform like this, you get access to a WhatsApp Bot that can handle conversation in the absence of agents. WhatsApp Chatbots are assigned in the Automation Area. This automation in WhatsApp Business Accounts consists of three major actions.

1. Keyword Action

In this area, you can set specific terms to be sent by the WhatsApp Bots in response to customer queries that will be elicited by the certain keywords you have defined. Though, the keywords don’t need exactly the same as customer’s queries.

For example, if you search with the phrase, “Opening Hours” as the keyword, AI-powered bots will respond to what the customer asks, ‘What are your actual opening hours’.

With automation, you can also decide how these bots will respond to customers’ emoji or stickers. For instance, if the customer sends a satisfying face emoji, you WhatsApp Bot can revert with a relevant answer as described.

2. Default Action

In this particular area, you can define the default behavior of the WhatsApp Bot in specific situations, such as when customers ask.

Questions during your working hours, but don’t reply after some time

Questions during out-of-office hours

A question, but don’t reply after an agent or bot responds and it comes near the 24-hour limit for WhatsApp session messages.

As per your working hours, you can block or allow customer queries in or out of the office hours. Also, you can choose specific keywords and phrases that will be released automatically by WhatsApp Bots.

With WhatsApp Business API integration, you can choose whether or not bots will reply before the 24 hours since the last message is delivered, as well as define the specific keyword which will respond to customer queries.

3. Reply Material

In this section, you can define the content which will be sent automatically under specific sections. In short, here you can define the reply for specific situations and conditions defined in keyword action and default actions sections previously. Content for Automated WhatsApp Business can be;

● Text

● Images

● Documents &Files

● Combination of all above

Using WhatsApp customer engagement tools, you can easily add automatic content in one click on add text/documents/images.

Benefits of Automate WhatsApp Business

Automate WhatsApp business not only provides access to the world’s popular messaging platform with over 2 billion users but also helps businesses automate their communication with customers to strengthen customer relations. The WhatsApp bots are fully automated & customizable to reply in various conditions in whichever way you define, including emoji and phrases. With our fully customized tools, you don’t have to be worried about losing customers or missed sales even when your customer support agents are unavailable. AI-powered WhatsApp Bots will be available 24x7 to respond to your customers.

If you want to leverage the benefit of our WhatsApp Business API integration, you call us or leave a request. We will reach back to you ASAP.

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