Short answer
Yes. A chatbot on the WhatsApp Business API receives customer messages through webhooks and replies through the API. WhatsApp's Business Messaging Policy allows automation when responding within the 24-hour customer service window, but requires prompt, clear and direct escalation paths, such as transfer to a human agent. Messages the bot starts outside that window must use approved templates.
How a WhatsApp chatbot works
- A customer messages your business number, which opens a 24-hour customer service window.
- WhatsApp sends the message to your webhook as an event.
- Your bot works out the intent, from a menu choice or free text.
- The bot replies through the API with text, media or interactive messages such as reply buttons and lists.
- For structured tasks such as bookings, the bot sends a WhatsApp Flow form.
- When the bot cannot help, or the customer asks, it hands the conversation and its history to a human agent.
Meta's rules for automated replies
Free-form and interactive replies are only possible while the customer service window is open; each new customer message resets it to 24 hours. After it closes, the bot can send only approved templates.
The policy lists accepted escalation paths: in-chat transfer to a human agent, a phone number, email, web support, an in-store visit or a support form. Opt-in rules apply to bot-started messages just as they do to any other.
- Reply buttons offer up to three options with labels of up to 20 characters.
- List messages reveal up to 10 rows, which can be grouped into sections.
Rule-based or AI chatbot?
| Type | Strengths | Watch out for |
|---|---|---|
| Rule-based (menus, keywords) | Predictable, easy to test | Breaks when customers type freely |
| AI (language understanding) | Handles varied questions | Needs guardrails, testing and a clear scope |
| Hybrid | Menus for common tasks, AI for the rest | More design work up front |
Arabic and English bots in the GCC
Customers in the region expect both languages and switch between them. Let users change language at any point, and write separate Arabic and English button labels rather than mixing scripts.
OmniChannels.ai offers chatbots and AI agents through BroadNet AI, with English and Arabic understanding and handover to human agents in the Omni Inbox.