4 best practices in chatbot building for WhatsApp

Everyone is improving their business strategy with WhatsApp, how about you? Start by learning about best practices in chatbot building and boost your reach – you don’t need to know how to code!

If you’re reading this article, you probably already know that to improve your business communications, you need to attract your customers to the channel they are most comfortable with… namely WhatsApp Business Platform, the business version of WhatsApp.

Surely you already know that your customers are quite active on WhatsApp, but you may be wondering: “how can I improve their experience, can I interact with them manually or do I need a chatbot, how do I start creating a chatbot on WhatsApp?”

Well, we have all the answers you’re looking for. Below, we’ll help you decide if you need a commercial WhatsApp chatbot, show you the best version of WhatsApp to create one, along with the best practices in chatbot building. And we’ll walk you through the necessary steps to implement it.

Let’s begin!

Why do you need to implement the best practices in chatbot building?

If you have a limited customer base, it is possible to survive by manually answering every message. But as your business grows, it will become more difficult. However, even with a small clientele, there is still one major problem with manually answering every inquiry: lack of speed.
Your customers will have to wait for you to answer the questions one by one. This means that most of the time, they will not have an immediate response and, if you have an e-commerce or retail business, this puts you in a more complicated position.

So if you are interested in having satisfied customers you should create a WhatsApp chatbot for your company. Here we explain in more detail why you should implement it.

Improve customer service

A WhatsApp chatbot can help simplify the customer service process. It can automatically take over simple, repetitive tasks while seamlessly transferring complicated questions to human agents.

Establishes a strong brand identity

This tool is, in fact, very flexible for customization.

Companies can design greeting messages, quick responses and icons according to their personality. Unlike humans, bots have no predetermined emotion or personality, making them customizable to the brand’s personality.

Improve marketing campaigns

Today, companies are focused on lead generation. But, let’s be frank, getting audiences to follow social media and sign up for email lists can be tricky. So it’s key for companies to optimize every customer touch point of the target audience in the conversion funnel.

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The version of WhatsApp that works seamlessly with chatbots.

For inexperienced users, building chatbots from scratch can be overwhelming, so it is advisable to get help from a bot builder.

The chatbots we are talking about are a system that uses artificial intelligence or pre-programmed rules to engage customers and audience on WhatsApp Business Platform, which is now the best version to create them and interact intelligently without the need for human intervention.

Some perks of implementing the best practices in chatbot building:

  • Trust and security of personal space and user data
  • Option to exclude spam
  • Increased credibility of the brand on the part of users
  • Guaranteed security in end-to-end message encryption

No, you don’t need to know how to code to create a chatbot

WhatsApp chatbots can be created without coding knowledge or experience.


By using a chatbot builder to integrate with the WhatsApp Business API. These bots can be further customized based on the type of user interaction, campaigns and self-service initiatives.

Developing a WhatsApp chatbot itself is not complicated, but you need to have a solid plan, implement the best practices in chatbot building and have your WhatsApp account approved to avoid blocking. It takes time to get approval, but in that wait you can develop a chatbot with all the requirements as per the chatbot’s need.

4 best practices in chatbot building

If you have already decided to take the reins of your chatbot, let us give you a couple of tips.

1. Create a conversation flow for your WhatsApp chatbot

Once you have set up your WhatsApp Business Platform account, as a company you should plan the dialogue flow. By this we mean how conversations with the chatbot will proceed:

  • What questions you will address
  • How you will greet or welcome customers
  • Whether you will use emojis or a more informal tone
When planning a conversational flow, you should have an internal discussion setting out every detail of the elements and diagram of the conversation.

Companies must plan for all possible use cases and answers to all potential questions customers may have or else the chatbot may fail.

Tip: put yourself in your user’s shoes and interact with your chatbot to receive the real experience.

2. Give a human touch to your WhatsApp chatbot

Giving your WhatsApp chatbot a human brand personality can help users connect and increase their loyalty. And it is one of the best practices in chatbot building that we can think of.

Consumer engagement and revenue can be greatly improved with a well-established brand identity.

However, some queries require human involvement. The WhatsApp chatbot builder allows you to define conditions and scenarios in which the chatbot offers options to get help from a human when needed.


3. Manage expectations

Customer expectations are always increasing, so it is essential to meet them. Or in turn, also make clear the limitations of the chatbot.

Customers expect you to be accessible at all times, especially if you’re dealing with an international audience. Automated chatbot responses can help you set response time expectations, as they are built to adapt to these constantly evolving demands and ever-increasing standards.

4. Keep improving your chatbot

Getting your bot up and running is not the final step in our guide of the best practices in chatbot building. You should also test and track metrics to improve and get the most value out of the tool.

Try several use cases. See if the chatbot responds as your customer service team would have. Test it out on unusual cases, at odd hours, and once you’re completely satisfied with the results, it’s time to activate it.

It’s also recommended that you take the time to dig into the analytics to see how it’s performing. Lean on user data to determine how they interact with your WhatsApp chatbot and then make the necessary adjustments. Dedicate yourself to learning its limitations and configure it based on the best opportunities.
Keeping this in mind will help you identify overall performance levels and address future conversation flow adjustments.

Can you sell more with your best practices in chatbot building?

Yes, chatbots can drive sales.
Just by offering smarter self-service, they can provide information that customers probably don’t know they need, including new products, discount codes and company initiatives.

Especially in a world where the highest volume of e-commerce sales occur after standard business hours. Therefore, having a virtual agent working outside of business hours can turn customers from browsing to making a purchase.

Chatbots can also automate cross-sell and upsell activities, as well as provide support assistance. From sharing promotions based on customer preferences and purchase history, automation of proactive communications, carried out with good authoring practices, can help maintain loyalty and, in effect, generate more revenue.

To sum up

The WhatsApp chatbot can work wonders, helping many startup and small business owners boost customer engagement. Understanding this software, as well as knowing the best practices for creating it, will improve your strategy in the long run.

We hope this article has cleared up all the doubts about the best practices of creating WhatsApp chatbots that you had in mind. If you are planning to implement them to improve customer experience, you can learn more by taking a look at our ebook on e-commerce and WhatsApp.

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