WhatsApp Chatbot: What It Is and How Businesses Use It

01 · Glossary

What chatbots automate

Chatbots are strongest where answers repeat.

• FAQs: hours, delivery, returns, price
• Lead capture: name, city, service, budget
• Booking and appointment intake
• Order status lookups and simple updates
• After-hours first response so nobody waits unhelped

02 · Glossary

Rule-based vs. AI chatbots

Two generations of chatbot.

• Rule-based: keyword matching on a script; breaks on unexpected phrasing
• AI chatbot: understands intent and generates natural replies
• AI drafts can be human-approved, giving speed and control
• Language matters: an AI chatbot that speaks Arabic and English serves both audiences

03 · Glossary

The rules chatbots must respect

Automation is not exemption.

• Marketing messages still need opt-in, even from a bot
• Templates still need approval for business-initiated sends
• Opt-out requests must end messages instantly
• Chatbot replies inside the window are service messages — free

04 · Glossary

How Wutt runs chatbots

Wutt's AI chatbot answers in the shared inbox, drafts replies an agent can approve, and hands off when the conversation needs a person. The bot and the team work the same number, the same records, and the same opt-in rules.

• AI answers in the shared inbox
• Drafts an agent can approve before sending
• Handoff to humans for judgment calls

Last updated 5 August 2026