AI replies on WhatsApp: answer every customer in seconds without losing the human touch

A WhatsApp campaign to 10,000 customers can bring hundreds of replies in the first hour. Most are the same few questions: "Is this valid on Sunday?", "Do you deliver to my area?", "What's the price?" Answering them all by hand is slow, and customers who wait often don't buy.

What AI replies are good at

• Answering common questions instantly, using your own business information: menu, prices, opening hours, locations, policies.
• Working at night and on holidays, when your team is offline.
• Collecting details such as party size, preferred date or delivery address before a person takes over.
• Replying in the customer's language.

What AI should not do

• Make up prices, availability or policies it was not given.
• Handle complaints, refunds or sensitive situations on its own.
• Pretend to be a person if a customer asks.

A good AI assistant says "Let me get a colleague to help with that" instead of guessing.

Always offer a way to reach a person

WhatsApp's Business Messaging Policy requires automated chats to give customers a clear way to reach a human. Meta's terms also allow only AI that serves your own business, such as answering questions about your products and services; general-purpose chatbots are not allowed on the WhatsApp Business Platform.

How it works in Dizitallink

1. Add your business information. Describe what you sell, prices, timings, FAQs and policies in plain words.
2. The AI answers new messages, using only that information, and labels its replies so your team can see them.
3. It hands over when needed: when the customer asks for a person, when it doesn't know the answer, or when the conversation is a complaint.
4. Your team takes over any chat from the shared inbox with one click.

The 24-hour window works in your favour

When a customer messages you, you have 24 hours to reply with normal messages at no charge from Meta. Fast AI replies make the most of this window: the customer gets an answer while they are still interested.

Measure what matters

• First reply time: aim for under a minute.
• Handover rate: the share of chats that need a person. If it is high, add the missing answers to your business information.
• Conversions from chats: bookings or orders that started on WhatsApp.

AI replies don't replace your team. They take the repetitive questions away, so your team can spend time on customers who need a person.