How to Create a WhatsApp Chatbot: A 2024 Guide

TL;DR: What You'll Learn

1 - Set Up WhatsApp Business API

2 - How to Set Up a WhatsApp Chatbot in 7 Easy Steps

3 - Top 10 WhatsApp Chatbot Benefits for Businesses

4 - Use Cases (industry-wise) for WhatsApp Chatbots

5 - Top 5 Best Practices for WhatsApp Chatbots

Let's face it: manually responding to every customer query can feel like a full-time job.

It’s 2024, and you shouldn't be manually responding to basic customer queries like “Where is my order?”

That's where WhatsApp chatbots step in.

They handle those repetitive customer questions, orders, and updates, freeing up your time.

And WhatsApp? It’s massive. Over 2 billion users, and it’s especially popular in places like India and Brazil.

This guide will show you how to set up a WhatsApp chatbot from scratch.

Set Up WhatsApp Business API

Before you can build a chatbot, you need the WhatsApp Business API.

WhatsApp Business API is ideal for medium to large businesses.

It lets you send broadcast messages, have 2-way conversations, and get detailed analytics.

💡 Note: The API itself only handles messaging. For analytics, chatbots, or CRM integrations, you’ll need software like QuickReply.ai. Large companies may build in-house, but QuickReply.ai gives you all the tools without the hassle.

Want to know how to set it up? Here’s a guide to help you.

You can get the official WhatsApp API from a Business Service Provider (BSP) or a Meta partner like QuickReply.ai.

Here’s what you get with the WhatsApp Business API:

• Unlimited Broadcast Messages: Send as many as you want in one go.
• Personalized Communication: Add names or details to messages for that personal touch.
• Multi-User Access: Let multiple team members log in and handle customer chats using a single API number.
• Tool Integration: Easily connect with your CRM and other business tools.

But the API doesn’t stop there.

With QuickReply.ai, you unlock even more features:

• Broadcast Insights: See who opened, read, and clicked your messages.
• Customer Segmentation: Target customers based on their behavior.
• 2-Way Conversations: Use chatbots to automate customer responses.

Quick WhatsApp Chatbot Setup

Once your WhatsApp Business API is set up, it’s time to build your chatbot.

In QuickReply.ai, you’ll be using Bot Nodes to create the structure of your chatbot.

But what exactly are these nodes?

Think of them as building blocks.

Each block (or node) performs a specific action, like sending a message or asking a question.

By linking these blocks together, you create a conversation flow.

This is what allows your chatbot to interact with users in a meaningful way.

Let me walk you through the different types of Bot Nodes you’ll use in QuickReply.ai:

How Do Bot Nodes Work?

When a user interacts with your bot, these nodes decide what the bot will do next.

Want to send a message? There’s a node for that.

Want to ask a question? There’s a node for that too.

You build a smooth conversation that links multiple nodes from one step to the next.

Here’s a breakdown of the most important nodes you’ll be working with:

Add & Send Content:

These nodes allow your bot to send messages and share content with users:

• Text: Send simple text messages to engage users.
• Image: Share images or infographics to give your responses more visual appeal.
• Audio: Share voice notes or audio files directly in the chat. Great for quick updates.
• Video: Use videos to showcase product demos or tutorials.
• Document: Share important files, like PDFs or guides.
• Location: Share your store’s location or event directions.
• Dynamic Node: Generate custom content based on user inputs.
• Contact: Share contact details, like phone numbers.

Collect User Data:

These nodes help you gather information from users:

• Quick Reply: Offer users options to choose from.
• Ask Question: Directly ask the user for information. For example, "What’s your email?"
• Quick Reply (With Branches): Guide users down different paths based on their replies.
• List Message: Present several options in a list format for the user.
• File Upload: This lets users upload files and is ideal for submitting documents or sending photos.

Redirect Users:

These nodes help control the flow of the conversation:

• Conditional Branching: Send users down different paths based on their answers. For example, if a user asks about order status, you can redirect them to order-tracking info.
• Go to Pre-Trained Bot: Direct users to a bot that handles common questions.
• Go to Custom Bot: Move users to a specific custom-built bot based on their needs.
• Jump to Node: Quickly move the conversation to a specific point in the flow.

Export & Import:

• JSON API: Want to pull in data from external sources or update your systems in real-time? This node lets you integrate with other tools or systems.

Connect Users to a Human:

Sometimes, bots need a human touch. These nodes make that happen:

• Notify Agent: Ping a live agent to take over the conversation when necessary.
• End Automation: Stop the chatbot and allow a human to manage the conversation manually.

Additional:

These nodes add some extra functionality to your chatbot:

• Wait: You can set a wait timer for a specific time before taking the next action.
• Actions: Trigger actions like emailing or updating your CRM based on user inputs.
• Internal Note: Add notes for your team, visible only to those managing the bot, not the users.

How to Set Up a WhatsApp Chatbot In 7 Easy Steps

Now that you know what bot nodes are and how they function, let’s create a chatbot from scratch.

For this example, we’ll set up an order-tracking bot that triggers responses based on specific keywords, such as "Track Order" or "Order Status."

Here’s how to get started using QuickReply.ai:

Step 1: Log in to the QuickReply.ai Dashboard

Begin by logging into your QuickReply.ai account. This will bring you to the main dashboard, where you can access all the tools you need to build your chatbot.

Step 2: Access the AI Builder

On the left-hand side of the dashboard, hover over the navigation panel to reveal additional options. Click on AI Builder to start creating your custom chatbot.

Step 3: Create a New Bot

In the AI Builder section, navigate to Custom Bots. Click on the Create Bot button and give your bot a meaningful name, such as "Order Tracking Bot." This will help you easily identify it later.

Step 4: Design the Chat Flow

It’s time to design the chat flow using the Bot Nodes we discussed earlier.

In this step, you’ll define how your chatbot interacts with users. For example, you can:

• Add a text response node that welcomes users and asks for their order number.
• Use a quick-reply button to offer options like "Track Order" or "Cancel Order."
• Include a document node if you want to share order confirmation details in PDF format.

Linking these nodes creates a seamless conversation flow that gives users accurate order-tracking information.

Step 5: Configure Trigger Keywords

After designing the flow, configure the keywords that will trigger the chatbot.

For example, if a user types "Track Order" or "Order Status," the bot will recognize the keywords and respond with the appropriate flow.

Ensure that the keywords match common customer queries to optimize chatbot performance.

Step 6: Test the Bot

Before deploying your bot, testing how it handles conversations is essential.

The testing functionality is built right where you created the chatbot in QuickReply.ai, allowing you to run simulations in real-time.

Test queries like "Track Order" to ensure the bot responds correctly.

Step 7: Deploy the Bot

Once satisfied with the test results, you can deploy your chatbot with just one click.

Your order-tracking bot will now be live and ready to assist customers in tracking their orders instantly.

Top 10 Benefits of Using WhatsApp Chatbots for Businesses

WhatsApp chatbots offer a wide range of benefits that can streamline your business operations and improve customer experience:

1. 24/7 Availability: Handle customer queries anytime, even outside of business hours, ensuring customers always get responses when needed.
2. Automate Customer Support: Answer FAQs, provide order updates, process returns, and much more without human intervention.
3. 2-Way Conversations: Enable real-time, two-way communication with customers.
4. Dynamic Flows: Set up dynamic flows to ask specific questions based on customer needs. For example, if a user is looking for eyeglasses, the bot can ask about power and frame preferences and recommend the best options.
5. Improve Engagement: Respond instantaneously and relevantly to customer inquiries, keeping users engaged and satisfied with their experience.
6. Save Time on Repetitive Tasks: Automate routine processes like tracking orders, sharing shipping information, or booking appointments, freeing up your team for more complex tasks.
7. Boost Personalization: Tailor messages and customer recommendations based on past interactions, behavior, or preferences, making communication more relevant and valuable.
8. Reduce Operational Costs: Automating common inquiries and tasks can reduce the need for large customer service teams.
9. Faster Response Times: Provide customers with immediate answers to their questions, enhancing customer satisfaction and reducing waiting time.
10. Handle High Volumes: Efficiently manage thousands of customer queries simultaneously, ensuring no customer query goes unanswered, regardless of the number of inquiries.

Read about how this university saved 713 man-hours using WhatsApp chatbots to resolve queries.

Use Cases for WhatsApp Chatbots in Different Industries

WhatsApp chatbots aren’t just for answering simple questions.

They can transform how businesses across industries interact with their customers.

Let’s explore how different sectors use (or can use) WhatsApp chatbots to enhance efficiency, engagement, and customer experience.

1. E-commerce

In the e-commerce industry, customer engagement and support are critical to driving sales and building loyalty.

WhatsApp chatbots can help businesses deliver a more personalized shopping experience and provide real-time assistance.

Key Use Cases:

• Product Recommendations: Chatbots can suggest relevant products based on browsing behavior, leading to increased conversions. For example, if a customer views several shoes, the bot can recommend similar styles or show related accessories.
• Order Tracking: Customers can instantly receive updates on their orders by asking the chatbot, which can pull tracking data from integrated systems—there is no need to wait for a support agent.

• Abandoned Cart Recovery: Bots can automatically remind customers about items left in their cart, offer discounts, and encourage them to complete the purchase.
• Customer Support: Instantly respond to common queries such as return policies, payment issues, and delivery questions with automated responses, reducing the load on customer support teams.
• Upselling and Cross-selling: The chatbot can recommend complementary products or premium versions during conversations, increasing the average order value.

2. Healthcare

In healthcare, timely communication and operational efficiency are essential.

WhatsApp chatbots can help streamline patient interactions, improving the overall patient experience while easing the administrative burden on healthcare professionals.

Key Use Cases:

• Appointment Scheduling: Patients can book, modify, or cancel appointments through the chatbot. The bot can integrate with clinic schedules to find available slots, making the process more efficient for patients and staff.
• Reminders and Follow-ups: Bots can send automated reminders for upcoming appointments, medication schedules, or post-treatment follow-ups. This improves patient adherence and reduces missed appointments.
• FAQ Handling: Healthcare providers often deal with recurring questions about services, treatments, insurance, and more. A WhatsApp chatbot can handle these common inquiries, freeing up staff time.

• Patient Registration: Automate the registration process by allowing patients to submit their information directly through the chatbot.
• Telemedicine Assistance: For telehealth services, chatbots can guide patients through setting up their consultation, answer questions, and provide relevant information before their virtual visit.

3. Education

Educational institutions often manage large volumes of inquiries from students, parents, and staff.

WhatsApp chatbots can reduce administrative burdens and provide instant information to students and prospective applicants.

Key Use Cases:

• Admissions Assistance: Chatbots can handle queries related to admissions requirements, deadlines, and application procedures, providing instant and accurate responses.
• Course Enrollment: Students can register for courses or check class schedules through the chatbot without navigating a complicated website or calling the administration office.
• Exam Notifications: Automatically notify students about exam dates, results, or important deadlines through personalized WhatsApp messages.

• Event Updates: Educational institutions can use chatbots to inform students about upcoming events, seminars, or guest lectures.
• Fee Payment Reminders: Automate reminders for tuition fee payments, helping institutions manage fee collection without human intervention.

4. Real Estate

Communication with clients is crucial in real estate, whether for scheduling property viewings or answering inquiries.

WhatsApp chatbots can act as the first point of contact, ensuring a smooth experience for potential buyers or renters.

Key Use Cases:

• Property Listings: Chatbots can send personalized property recommendations based on a user’s preferences, such as budget, location, and property type.
• Appointment Booking for Property Viewings: Prospective buyers or renters can schedule viewings through the chatbot, which can sync with real estate agents’ calendars to find open slots.

• Lead Qualification: A chatbot can ask potential leads qualifying questions to assess their interest and needs before passing the details to a real estate agent.
• Document Sharing: You can share legal documents, contracts, or floor plans with clients via WhatsApp, streamlining the property transaction process.

5. Travel and Hospitality

The travel and hospitality industry relies heavily on timely communication and customer satisfaction.

WhatsApp chatbots can assist with booking, customer inquiries, and travel updates, enhancing the overall customer experience.

Key Use Cases:

• Booking Assistance: Whether it’s a hotel room or a flight, chatbots can help users book their travel or accommodations by guiding them through the process.
• Reservation Modifications: Customers can change, cancel, or inquire about their reservations directly through the chatbot without needing to call customer service.
• Travel Itinerary Updates: Send real-time notifications about flight delays, gate changes, hotel check-in details, and more.

• Local Recommendations: Provide personalized local recommendations for restaurants, attractions, or activities based on customer preferences or location.
• Customer Feedback Collection: After a trip or stay, chatbots can collect customer feedback or reviews, helping businesses understand their performance and areas for improvement.

6. Financial Services

Security and timely customer support are paramount in the financial sector.

WhatsApp chatbots can help banks and financial institutions streamline their customer service while maintaining high levels of security.

Key Use Cases:

• Account Balance and Transaction History: Customers can check their account balances or view recent transactions by simply asking the chatbot.
• Loan and Credit Applications: Bots can guide users through the loan or credit card application process, ensuring they provide all the necessary details.

• Payment Reminders: Automatically send reminders for upcoming payments, such as bills, loan repayments, or credit card dues.
• Fraud Alerts: Chatbots can notify customers of suspicious activity or unusual transactions on their accounts.

Top 5 Best Practices for WhatsApp Chatbots

Follow these tips to get the most out of your WhatsApp chatbot:

1. Use Rich Messaging: Include images, videos, and buttons to make conversations interactive and engaging.
2. Keep It Simple: Limit options and keep conversation straightforward to avoid overwhelming users.
3. Leverage Quick Replies: Use quick reply buttons to speed up responses and guide customers efficiently.
4. Test and Optimize: Regularly track chatbot performance, identify drop-offs, and refine your flows accordingly.
5. Enable Seamless Human Handover: Ensure your chatbot can quickly transfer conversations to a live agent when needed.

You’re now ready to create your first WhatsApp chatbot. With QuickReply.ai, it’s simple. You can manage everything from setup to deployment in just a few clicks.

Want to try it out? Sign up for a free trial. I promise, once you see how easy it is, you’ll wonder why you didn’t start sooner.