What the bot should do
- Greet the customer and offer a short menu: sales, support, or a person.
- Answer from facts you wrote: opening hours, branches, delivery areas, the status your system already knows.
- Ask for a name and the reason before an agent joins, so the human does not start from zero.
- Work in the languages you actually serve. In Lebanon and the Gulf that usually means Arabic and English, as separate answers, not one mixed paragraph.
What it should not do
- Send promotions. Those are approved marketing templates to people who opted in, not a bot improvising offers.
- Invent a price, a refund, a diagnosis, or a delivery promise.
- Keep talking after the customer asks for an agent.
Where it sits
The bot runs on the WhatsApp Business API, in the same thread agents see in BSB OneBox. When it hands over, the person continues that chat — they do not get a pasted summary in another tool. The product overview is on the AI platform page. Instagram, Messenger and website chat can use the same inbox, so the night shift is not learning a second bot.
A rollout that stays accurate
- Export or write down the 15 questions the team answered last week.
- Write a short answer for each, in your voice, and name the source (the branch page, the catalog, the booking system).
- Turn on handoff to the shared queue for anything the bot is not allowed to decide.
- For a week, read the chats where the customer repeated themselves. Add those answers. Ignore the rest of the feature list until this is boringly reliable.
Outside the 24-hour window the bot cannot start a chat with free text. Appointment nudges and OTPs still need templates. Pair this with appointment reminders if the goal is fewer no-shows, not only faster replies.
FAQ
Can a chatbot reply on the WhatsApp Business API?
Yes. On the official API the bot replies inside the customer-care window, and a person in BSB OneBox can take over the same thread.
Will a WhatsApp chatbot replace my agents?
It should remove repeated questions. Refunds, complaints and anything with a judgment call still need a person, and the handoff has to be obvious.
Does the bot work in Arabic?
Yes, if you write the Arabic answers yourself and test them. Do not rely on an English script automatically flipped into Arabic for customers in Lebanon, Egypt or the Gulf.
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