To ensure the responsible use of chatbots and to avoid spam:Ĭustomers need to initiate the conversation with a business on WhatsApp.Ĭhatbots can only be used when responding within the 24-hour “Customer Service Window”.Ī direct chatbot-to-human escalation path must be available. We’ll discuss these points in more detail and what they mean for you throughout the post.Ī good chatbot persona connects your brand, target audience and the bot’s purpose. WhatsApp bots are usually not as advanced as their website brethren. They mostly rely on simple commands and buttons, which is useful to steer the conversation but leaves less room to express the bot’s identity. WhatsApp also won’t display a unique name and profile picture for your bot. This information will be drawn directly from your general business profile, which probably consists of your company name and logo.īecause of these visual and technical limitations, it’s even more critical that the user is aware they’re talking to a chatbot.

But without a persona, a chatbot can seem empty and cold. Zhuzh it up a little so the interaction is not just effective but also feels engaging for the user. Give your bot a name and write the conversation flow in a way that lets its personality shine through. This adds a more individual touch to the customer experience.įor example, you could use the first message to introduce the bot to the user by letting it state its name and adding a fitting emoji, like the learning app HeyPatch is doing. Your browser does not support the video tag.

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