WhatsApp Business AI Customer Service Bot
An AI assistant on WhatsApp Business that answers customer questions from your own content, books, and hands over to your team. From €799.
Starting at
€799
Multi-system orchestration, custom logic, and higher-volume or higher-risk processing.
Get a quote →Saves roughly 10-20 hrs per week for a busy inbox
How it works
The problem
Customers message businesses on WhatsApp because it is quick, then wait hours for an answer because the phone is held by one person. Questions about opening hours, prices, availability and order status arrive at all times, and each is simple but needs a human to type the reply. Messages sent after hours get answered the next day, and the enquiry has often gone to a competitor by then. Staff spend a large part of their day on the same ten questions.
What the automation does
We build an AI assistant on the WhatsApp Business Platform that answers from your own content: price lists, policies, menus, FAQs and live systems such as your booking or order tool. It replies in the customer's language, including Maltese and English, collects details for bookings and enquiries, and hands the conversation to a person with a summary when it can't help or when the customer asks. Your team sees the conversation in a shared inbox or your CRM, so nothing is lost between the bot and a human. Opening hours, holiday closures and seasonal offers are kept in one content source, so when something changes the assistant, your website and your staff all give the same answer on the same day. Staff can also take over any conversation mid-thread, add a private note for colleagues, and return the chat to the assistant afterwards, which makes quiet periods and busy evenings equally manageable.
How AI does the work
AI handles 2 of the 6 steps in this automation. The other 4 steps are ordinary workflow and integration work, and your team reviews anything the AI isn't sure about.
- Understand the request. The assistant works out what the customer wants and in which language, and asks a short follow-up if it needs more detail.
- Answer from your content. The reply is drawn from your approved content and connected systems, such as opening hours, prices, availability or order status, and does not guess beyond them.
Step by step
- 01
Customer messages on WhatsApp trigger
A message arrives on your WhatsApp Business number through the WhatsApp Business Platform.
- 02
Understand the request ai
The assistant works out what the customer wants and in which language, and asks a short follow-up if it needs more detail.
- 03
Answer from your content ai
The reply is drawn from your approved content and connected systems, such as opening hours, prices, availability or order status, and does not guess beyond them.
- 04
Take the action integration
Bookings, enquiries and requests are created in your booking system or CRM, with the customer's details attached.
- 05
Hand over to a person output
When the assistant isn't sure, or the customer asks for a human, the chat goes to your team with a summary of what has been said.
- 06
Review and improve output
Unanswered questions are listed each week so you can add the missing content and raise the share the assistant resolves.
Inputs
- Your FAQs, price lists and policies
- Booking, order or CRM data
- Opening hours and handover rules
- Message templates approved by WhatsApp
Outputs
- Automatic replies
- Bookings and enquiries in your system
- Handover summaries
- Weekly gaps report
Works with
Prefer a fully custom build instead of an off-the-shelf integration? We confirm which applies when we confirm your price — most jobs like this one work fine on standard connectors, but higher-volume or non-standard systems sometimes need bespoke API work, reflected in the complex tier.
Where this goes wrong if you get it wrong
- WhatsApp restricts business-initiated messages to approved templates outside a customer's reply window, so proactive messages need template approval and a clear opt-in.
- An assistant that makes up answers does more damage than silence, so it should answer only from approved content and say it will check with the team when it doesn't know.
- Messages contain personal data, so storage, retention and the AI provider have to be covered by your GDPR documentation, including what customers are told.
- A bot with no easy route to a person frustrates customers, so handover has to be simple and staffed during the hours you promise.
Frequently asked questions
Does it work in Maltese?
It can reply in English and Maltese, and in other languages you need. We test the Maltese with your real messages before launch.
Do we need the WhatsApp Business API?
Yes. The assistant uses the WhatsApp Business Platform, which we set up through an approved provider.
Can it take bookings?
Yes, if it can connect to your booking tool or calendar. Otherwise it collects the details and your team confirms.
What happens when it can't answer?
It tells the customer it's passing the chat to your team and sends them a summary so the customer doesn't repeat themselves.
How long until it is live?
Expect four to six weeks. That covers WhatsApp Business Platform approval, gathering your content, connecting booking or CRM systems, testing with real customer messages, and a soft launch to a limited audience before full release.
Relevant industries
Go deeper
- Want this built around your own systems? See our AI chatbots and customer service service.
- Read the guide: How to build an AI chatbot for your website
- Read the guide: AI Agents vs. AI Chatbots: What Malta Businesses Need to Know in 2026
Related automations
Get this automation running
From €799. Tell us about your current process and tools, and we'll confirm the scope and a fixed price.
Get a quote →