WhatsApp support
How to automate WhatsApp support without breaking escalation
Good WhatsApp automation is not just faster replies. It means grounded answers, visible workflow rules, and handoff paths that do not force the customer to start over.
Start with repetitive requests first.
Ground the AI in policies and company docs.
Escalate low-confidence or approval-driven cases.
What to automate first
Start with FAQ handling, status checks, appointment changes, and policy questions. These are high-volume, repeatable, and easier to ground in knowledge.
What needs workflow logic
Refunds, exceptions, approvals, and requests that trigger business actions should not be treated like generic chatbot prompts. They need explicit routing and decision rules.
What still needs a person
Judgment-heavy issues, complaints, sensitive cases, and specialist requests still need a clean human handoff. The key is passing the full conversation and context forward.