How to Build a WhatsApp Chatbot for Customer Support

A well-designed chatbot handles the repetitive 80% of support questions so your team can focus on the complex 20%.

Step 1: Map the common questions

List the questions you answer most: pricing, hours, delivery, returns. These become your first triggers.

Step 2: Use keyword triggers

Start simple: when a customer sends a word like "price" or "hours", reply with the right answer instantly.

Step 3: Add a flow

For more complex journeys — like booking an appointment — build a branching flow that collects the details you need.

Step 4: Keep a human in the loop

Always provide a way to reach a person. A good handover rule ensures customers are never stuck talking to a bot.

Step 5: Measure and improve

Track which questions are asked most and refine your answers. What you learn becomes your best content.

iSend includes a visual flow builder, keyword triggers and a knowledge base to power your bot — no code required.