WhatsApp and AI chatbot development.

Businesses can use WhatsApp and other messaging platforms to automate defined customer-service and transactional workflows. We design the conversation flow, connect the required business data, and define when a request should be routed to staff.

Where language-model features are appropriate, the chatbot can interpret free-form questions using approved business information rather than a fixed menu. Guardrails and escalation rules define the questions and actions that require human review, and what the bot is not permitted to answer at all.

A production chatbot runs on the WhatsApp Business Platform (Cloud API) rather than the free WhatsApp Business app. That distinction sets the operating rules. Meta bills per conversation, and a service window opens for 24 hours each time a customer messages first.

Inside that window, replies are unrestricted. Outside it, a conversation can only be started with a template Meta has pre-approved, at a different rate. Flows are designed around that rule, because it affects running cost more than raw message volume does.

WhatsApp Business Platform pricing, account requirements, and template rules are controlled by Meta and change periodically. Current rates and requirements are confirmed during scoping.

Before any message is sent, the account has to exist correctly. That means a Meta Business account with the business verified, a phone number not already registered to a personal or Business-app WhatsApp, a display name that meets Meta's naming rules, and approved templates for anything to be sent outside the 24-hour window.

Approval typically takes one to two weeks and is not accelerated by budget. We start it at the beginning of the project so the build can run in parallel, and we handle the submission and any resubmission.

Automated workflows can remain available outside staffed hours. Requests that require a person can be queued or routed according to the support workflow, with the conversation history attached so the customer is not asked to repeat themselves.

Escalation is part of the design rather than a fallback. Which questions the bot answers, which it captures and passes on, and which it never attempts are decided before the flow is built, and reviewed once real conversations are running.

Start with high-volume, predictable enquiries or transactions that have clear answers and clear escalation rules: pricing, availability, location, opening hours, order status, and booking. More variable or sensitive requests should remain with staff.

After launch, we review real conversations for the first weeks and adjust the flows. Customers phrase requests in ways a design session does not anticipate, and that adjustment is a normal part of the work.