Playbook: engage customers on WhatsApp and Instagram

Business goalCopy Anchor Link

Answer every customer message quickly, in your voice, on the apps they already use.

What you needCopy Anchor Link

• WhatsApp and/or Instagram connected.
• A configured assistant.

Configuration stepsCopy Anchor Link

1. Set the voice. In Personality and behavior choose a Tone, Persona, Response Length Short and Use Emojis if it matches your brand.
2. Add a welcome flow. Use the Welcome greeting template: trigger Any message, text "Welcome! What can I help with?" with buttons Products, Book a visit, Talk to a person.
3. Cover your FAQs. Add FAQs and upload your price list. See Teach your assistant.
4. Turn on AI for each channel (Answer Messages with AI / Answer DMs with AI) and Answer Story Replies on Instagram.
5. Protect the inbox. Keep Message Guard enabled to filter spam.
6. Know when to step in. Set up human handoff.

Customer journeyCopy Anchor Link

A customer DMs "Hi, do you ship to Berlin?". The assistant replies in a few seconds, offers the product link, and if they ask for a discount it follows your rules or hands off to a person. The conversation stays in the Inbox with a summary.

TipsCopy Anchor Link

• On QR-code WhatsApp, buttons appear as numbered options; keep flows to three or four choices.
• Check the Inbox's unread filter at the start and end of each day.
• Use Blocked lists for repeat spam senders.

LimitationsCopy Anchor Link

• Stickers and reaction-only story replies are never answered.
• WhatsApp channels require a plan that includes them (Starter and above).

Learn moreCopy Anchor Link

• WhatsApp automation
• Instagram automation