WhatsApp glossary
Chatbot
A WhatsApp chatbot automatically replies to customers, answering common questions, capturing details and routing complex chats to a human agent. It runs on the WhatsApp Business Platform, since the free app cannot support one.
A chatbot handles routine questions day and night and hands off to an agent when needed. It is built with a visual flow builder or an API.
Good bots always offer a way to reach a person and respect the 24-hour window and opt-outs.
Related terms
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