WhatsApp Chatbot: How to Use It for Your Business in 2025

Set up a business profile

You need a business profile on WhatsApp to use it for corporate purposes. Meta prohibits using personal WhatsApp for business use. 

Apart from this, the business platform gives access to the WhatsApp API, which enables you to use several useful features. Gallabox is a verified WhatsApp business API solution provider that can help you set it up.

WhatsApp Business app can help you send bulk messages, use chatbot services, and manage all messages through a centralized inbox. This allows your team members to access previous conversations and give customers a smooth experience. All your team members can use the same inbox, and you can ensure that no query ever gets lost.

While setting up the WhatsApp Business Account profile, you will be required to provide a few details, such as the business name, category (e.g., retail, e-commerce, education), description, business hours, location, and contact information.

Define your goals

What do you aim to achieve with your WhatsApp chatbot? How does it align with your business vision, and who will it engage with?

Answering these questions will provide clarity on your chatbot’s purpose. Rather than limiting it to a simple FAQ tool, explore innovative ways to utilize its capabilities. A well-designed chatbot can automate tasks, enhance customer interactions, and drive business efficiency—turning it into a valuable asset rather than just a support feature.

Design your chatbot's flow

The next step for building your chatbot is to think of its name and add its intent. It helps the chatbot give context to the conversation.

By understanding what the customer is talking about, the chatbot can provide appropriate responses and take suitable actions. For instance, if the customer says their order is defective or they have had a wrong delivery, the chatbot will know the customer has a complaint.

Here are the different types of intent that you can define for your chatbot

• Informational
• Transactional
• Support
• Navigational
• Intent
• Small talk

Gallabox allows an easy-to-use drag-and-drop WhatsApp chatbot builder. Making a chatbot using the platform does not require any technical expertise. You get a range of ready-made templates you can use with just a few clicks. It allows you to customize your chatbot for your specific business needs.

The chatbot flow has drag-and-drop cards that you can deploy depending on the questions and messages you want your bot to send. You can also connect these cards to define a conversational flow. 

Automation and WhatsApp chatbot integration

Most businesses use other third-party tools. Gallabox allows easy and seamless data transfer between your chatbot and other tools such as Hubspot, Zapier, Zoho, Razorpay, Shopify, etc. 

It makes your chatbot more versatile by enabling direct payment collection within the bot flow. These WhatsApp chatbot integrations allow you to streamline your operations and deliver a better customer experience. 

Team collaboration

Apart from a centralized inbox where the team manager can assign tasks to team members, Gallabox enables the chatbot to direct conversations to specific agents.
You must pre-program this information so the chatbot can take suitable actions and ensure the interactions go to the appropriate team members. This will optimize user experience and foster a coordinated and efficient team effort.

Make the bot more human-like

The whole point of using a chatbot is to make the conversation feel like a human dialogue. Instead of keeping the language formal and technical, try to keep it conversational. You can even pepper it with light humor and emojis so the customers feel at ease. 

At the same time, make sure that the tone is consistent with your brand. Consider your target audience and your staff's usual conversation style while interacting with customers. Feed in a similar tone for the bot to follow.

Focus on engagement

If the conversations are robotic, the chatbot may not succeed in engaging the customers. Instead, try to keep the message exchange personal. It will enable the bot to provide customized recommendations to the customers. 

Plan for unusual situations

Despite your best plan to manage all situations, the chatbot will encounter conversations it will not be able to manage on its own. For all such cases where the chatbot cannot identify the intent or provide a satisfactory solution, there should be a fallback plan. The chatbot should transfer all these conversations to human agents to prevent the customer from getting frustrated.

Take feedback

Ask your customers to share feedback about their experience after a conversation with the chatbot. This feedback and analytics can help you enhance customer satisfaction scores. It will also help you improve the chatbot's responses and engage the customers better.

Be transparent

When a conversation starts, inform the customer they are interacting with a bot. Such transparency can help you build trust with the customers. It will also set expectations right at the beginning and make the transfer to a staff member smoother. 

Also, inform the customers that the conversation is secure and that all data being collected is in accordance with privacy regulations. This will alleviate any privacy concerns they might have when interacting with a bot.

Order confirmation and update

You can use the chatbot to send instant order confirmation once the customer has made a purchase. Along with this, you can integrate the chatbot with your e-commerce platform to send regular order dispatch and arrival updates. You can also send a live order tracking link.

You can define different triggers to send status updates to customers. With this regular flow of information, customers will be more engaged and happy with the post-purchase experience.

Schedule appointments

If you have a medical clinic, you can use WhatsApp chatbot to schedule appointments and send automated reminders. This will reduce no-shows and streamline your clinic operations.
You can integrate the WhatsApp chatbot with your calendar to avoid appointment conflicts. Furthermore, you can plan for specialized visits that require extra assistance.

Marketing campaigns

When launching a new campaign, you can use a WhatsApp chatbot to deliver personalized and targeted messages. You can also use data to study customer behavior and preferences and segregate them into different segments. 

For instance, retail stores can craft separate messages for different age groups or demographics with relevant messages during the sales season. You can also send a unique and customized message for frequent buyers or those who have recently viewed a specific product category. 

Lead qualification

WhatsApp chatbot can help you understand the quality of leads and give timely engagement for high-potential leads. Your team can design automated questions to understand the lead's interest and implement a system that categorizes leads depending on the answers.

The WhatsApp chatbot can forward potential buyers to the sales team for further action and follow-up.

Recover abandoned carts

E-commerce companies can integrate WhatsApp chatbot with their digital platform and trigger an WhatsApp abandoned cart recovery system at predefined time intervals. 

You can send personalized messages and incentives, such as limited-duration discounts and other offers. The WhatsApp chatbot will automatically remind customers about abandoned items in their shopping carts, which can help boost your sales.

Invoice and payment reminders

You can integrate WhatsApp chatbots with your billing and invoicing system. It will help generate and send invoices through WhatsApp. The chatbot can provide information about different modes of payment. You can also set up reminders for upcoming and overdue payments.

It is a standout feature for small businesses that can help improve cash flow.

Collect feedback

A WhatsApp chatbot can collect important customer feedback to identify areas for improvement. You can set up a feedback mechanism and send it to customers after specific customer interactions or purchases to ask for feedback.

WhatsApp chatbot-powered feedback can replace the ones you send via email, which are more likely to be ignored. Hotels and restaurants can use this feedback function to collect responses from their guests to improve their service.

Emergency notifications

You can use WhatsApp to send emergency notifications and update your customers during emergencies. It can help your customers during critical situations. 

This information can help technology companies inform their clients if there is a sudden downtime. You can set it as a two-way communication to resolve further customer queries. 

Internal team communication

Mid-sized or large-sized companies need collaboration tools to build a cohesive communication system. With everyone having access to it, sharing information becomes easier and more effective. You can also implement separate channels for teams working on different projects or departments.

For instance, a software company can implement WhatsApp-based communication channels for different projects. This way, the team members can share files, and the manager can keep the team updated about the latest developments. When everyone is on the same page, team productivity gets enhanced.

Onboard new employees

HR departments can use WhatsApp chatbots to streamline the onboarding experience. You can provide new hires with all the essential information and enhance their first-day experience. You can start the process early to ensure new employees have all the necessary details and know which documents to submit when they join.

In addition, the WhatsApp chatbot can integrate with the Learning Management System (LMS) for automated content delivery. 

Coordinate events

Event management companies can use WhatsApp chatbots to streamline communication. You can use it to automate guest list updates and send personalized invitations and event details. You can also provide event details and share real-time updates to enhance the guest experience. 

With immediate feedback, you can take corrective actions quickly to ensure the event goes smoothly with a higher engagement.

What are the limitations of using unofficial WhatsApp chatbot solutions?

Here are the limitations of using WhatsApp chatbot:

• Despite the advances in AI, the chatbot still won't be able to manage complex queries on its own. Thus, you must ensure there is a way to manage such situations to keep the customers engaged.
• Although WhatsApp encrypts messages, companies must ensure data privacy systems to keep the data secure.
• Some users may not be very comfortable interacting with a bot. They may still prefer speaking with a human.

How do I ensure my WhatsApp chatbot complies with WhatsApp's terms of service?

To comply with WhatsApp's Terms of Service, use customer data only for professional purposes and avoid requesting sensitive details like payment info, personal IDs, or health data. Prioritizing data security ensures compliance and builds customer trust.

How can I use AI to enhance my WhatsApp chatbot's capabilities?

AI enables your WhatsApp chatbot to learn from interactions and improve over time. By integrating Natural Language Processing (NLP), your chatbot can better understand complex queries and deliver more natural, accurate responses. As it continuously learns, it enhances user experience and boosts efficiency.