Set expectations
Explain why the business is messaging and what the customer can do next.
WHATSAPP BEST PRACTICES
Design conversations customers can understand and trust.
A useful WhatsApp operation respects customer context, makes the next step clear and gives people a reliable way to reach your team.
What you can operate
Use relevant context
Personalize only with approved information that helps complete the current task.
Avoid repetitive questions
Carry valid context through the conversation instead of asking the customer to start again.
Define AI boundaries
Limit what the agent can promise, change or confirm without a person.
Transfer with context
Move complex or sensitive conversations to the team with the available history.
Measure useful outcomes
Review completed actions, transfers, failures and customer responses, not only message volume.