Define the conversation before choosing the tool
Write down the most common enquiry, the minimum information needed to answer it and the person responsible for the next step. A customer should understand what the assistant can help with and how to reach a person.
A useful starting flow might collect a service choice, broad requirement and preferred contact method. It should not insist on a long questionnaire when a short answer would be enough.
Use approved information and honest boundaries
Keep a small, maintained source of truth for service descriptions, opening hours, approved pricing and escalation rules. A language model should not invent stock availability, commitments or offers.
If the answer is missing or ambiguous, route the conversation to a person. Test the workflow with misspellings, Hindi/English mixtures, off-topic questions and requests to stop receiving messages.
Plan permission and the platform rules
Use authorised WhatsApp Business connections. Message templates, customer-service windows, opt-in requirements and charges depend on the current platform rules and message category. Recheck them before launch.
Record the purpose and source of permission. Provide an easy opt-out from marketing and honour it across connected tools. An initial enquiry is not blanket consent for unrelated promotional campaigns.
A handoff needs an owner
The handoff should include the customer’s question, relevant answers and an agreed next action. Assign it to a person or queue that is actually monitored. Avoid promising an instant human response unless the business can provide one.
Measure successful handoffs, unresolved questions, response time and the quality of the eventual enquiry. Test the failure route when the messaging provider or CRM is unavailable before relying on the automation.
Turn the idea into a practical next step.
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