Upgrading Customer Service with a WhatsApp Bot
reading time
4
min
Apr 14, 2025
A very easy and effective tool to take your company’s customer service to the next level is an AI-powered WhatsApp bot. Acting as the first point of contact, it can automatically respond to most customer inquiries, increasing service quality, optimizing resources, and providing support 24/7. Plus, it’s effortlessly scalable and decreases the workload on human agents, allowing them to focus on other things.
This guide will walk you through the steps necessary to implement such a solution. The process is straightforward and accessible to non-tech-savvy users, making it an excellent way for businesses of all sizes to see fast results in their customer service department.
Step 1: Gather Information to Train the Bot
Before setting up the AI, it is necessary to collect all relevant data about the company and its services. This includes:
Product or service specifications.
Documentation such as PDFs with frequently asked questions.
Photos and descriptions of products.
Contact information and company details.
Valuable links for customers.
This information will be used to train a ChatGPT model, the foundation for your customer service bot. A detailed tutorial on how to train a model with your own data can be found in this article.
Step 2: Set Up WhatsApp Business
To implement a bot on WhatsApp, you need WhatsApp Business. It is recommended to use a dedicated number that is not linked to any mobile device, as it will be managed exclusively from the chosen platform.
Step 3: Centralize Customer Support with Hilos
Once WhatsApp Business is configured, you can register an account with Hilos, a fantastic platform to centralize all communications. Hilos enables businesses to better manage customer interactions, allowing operators to handle conversations that the bot cannot resolve automatically. Additionally, it offers analytics and workflow automation features to improve efficiency.
While Hilos is a powerful tool, there are other industry-standard alternatives worth considering:
Callbell: A customer communication tool that integrates WhatsApp, Messenger, Instagram, and Telegram into a single inbox.
Twilio WhatsApp API: A widely used solution for integrating WhatsApp bots with CRM and support platforms.
Yellow.ai: An AI-driven conversational platform that supports WhatsApp automation along with other messaging channels.
WATI: A specialized WhatsApp Business API provider with automation and live chat features.
Step 4: Integrating ChatGPT with Hilos
The bot must be integrated with Hilos before it can interact with customers. To do so, you must:
Create an account on Hilos and log in to the dashboard.
Navigate to the API settings section and generate an API key.
Link your WhatsApp Business number by following the platform's setup instructions.
Go to the Flow Templates section and select Create New Flow.
Integrate ChatGPT:
Select the ChatGPT integration option within the flow builder.
Upload the trained ChatGPT model or connect it via OpenAI’s API.
Configure responses based on the common queries your customers may have.
Test the Integration:
Send a test message through WhatsApp to verify that the bot responds correctly.
Adjust settings as needed to improve response accuracy.
Deploy the Bot: Once testing is complete, activate the bot for live customer interactions.
For additional setup resources, consult this flow template and review the detailed configuration guide available in this video tutorial.
Proven Results
We have helped companies like InstantBox, Flexio, and Punto Mío implement this solution, allowing them to automate up to 70% of customer inquiries. This resulted in significant time and resource savings while improving customer response times.
Enhancements and Additional Automations
To further increase the efficiency of a WhatsApp bot, additional features can be employed, such as:
Connecting the bot to a database: This allows for real-time personalized information for customers, such as order statuses or account details.
Automated appointment booking system: Customers can schedule inquiries, consultations, or service appointments directly through the bot.
CRM Integration: Seamlessly connecting the bot with a CRM (such as HubSpot, Salesforce, or Zoho) enables better customer tracking and follow-ups.
Payment Processing: Integrating with platforms like Stripe or MercadoPago allows customers to complete transactions directly within WhatsApp.
Multi-language support: Enabling the bot to handle inquiries in multiple languages can expand its reach and improve accessibility.
