Guide
WhatsApp AI agent for small business
If your customers already message you on WhatsApp, an AI agent can answer the repeat questions, share order or booking status and pass the rest to you. Doing it properly means the WhatsApp Business Platform (Cloud API), usually through a provider, and following Meta's rules on opt-in, templates and human escalation. This guide covers the jobs, how Meta's pricing works and the policy points to know. Prices change by country and over time, so check Meta's official pricing page for current rates. Time figures here are estimates, not measurements.
What to hand to an agent first
Answer repeat questions
Opening hours, prices, delivery areas and booking links, from your own approved answers. Within the 24-hour customer service window, which opens and resets with each customer message, you can reply without a template (WhatsApp Business Messaging Policy).
Order and booking status
Look up an order or appointment read-only and reply with the status. Hand off anything about refunds or problems.
Reminders and updates
Outside the 24-hour window, Meta only allows approved Message Templates, such as a booking reminder or order update (WhatsApp Business Messaging Policy).
How Meta charges
Meta charges per delivered message, by message category (marketing, utility, authentication, service, plus Meta Business Agent) and by the customer's country code. Messages from customers to you are not charged. Each business phone number gets a monthly free tier of service messages, and messages in a free entry point window (for example after a click-to-WhatsApp ad) are not charged. Rates vary by market: see Meta's pricing page (WhatsApp Business Platform pricing, Meta for Developers). Your provider may add its own fee.
Human handoff
Meta's policy says you may use automation in the 24-hour window but must have prompt, clear and direct escalation paths, such as in-chat transfer to a person, a phone number, email or a support form. Build that in from day one.
Opt-in before you message
You may only contact people who gave you their number and opted in to receive messages from you (WhatsApp Business Messaging Policy). Keep a record of how each person opted in.
Not sure which jobs fit your business?
Build my free AI plan →Ready-made use cases
- 01Order-status answers on WhatsApp
Customers ask 'where's my order?' and the agent answers instantly from Shopify tracking.
~6h/week · estimate - 0224/7 FAQ support in your voice
The agent answers common customer questions from your docs and hands off anything tricky.
~8h/week · estimate - 03Appointment reminders that cut no-shows
The agent confirms appointments the day before and handles reschedules.
~3h/week · estimate - 04Get more 5-star reviews automatically
After each completed job the agent sends a friendly review request and flags unhappy customers to you first.
~2h/week · estimate - 05Missed-call text-back that books the job
Every missed call gets an instant text that qualifies the lead and offers a booking link.
~6h/week · estimate
Example: Grok Bot setup
Grok Bot routine: Order-status answers on WhatsApp Schedule: Always on When a customer asks about an order, look up the order by email or number in Shopify, reply with status and tracking link, and offer help with returns. Escalate damaged/missing items to me. Rules: draft first, never send or post anything external without my approval. Keep summaries short.
Grok Bot, ChatGPT, Claude and n8n versions: all templates
Setup steps
- Write your top 10–20 customer questions with approved answers.
- Set up the WhatsApp Business Platform (Cloud API) directly or through a provider.
- Check Meta's pricing page for your customers' countries.
- Add a human escalation path: in-chat transfer, phone or email.
- Get approved templates for reminders and updates sent outside 24 hours.
- Run with replies you approve for a week before letting FAQ answers send.
Keep these human
- Always offer a clear way to reach a person; Meta's policy requires escalation paths.
- No marketing blasts to numbers that didn't opt in.
- Check current per-message rates for your customers' countries on Meta's pricing page before you launch; don't rely on old numbers.
- Refunds, complaints, health and legal questions go to you.
- Start in draft mode: the agent prepares, you approve, then you loosen the leash routine by routine.
FAQ
What should an AI agent do first for WhatsApp AI agent for small business?
Answer repeat questions: Opening hours, prices, delivery areas and booking links, from your own approved answers. Within the 24-hour customer service window, which opens and resets with each customer message, you can reply without a template (WhatsApp Business Messaging Policy). Order and booking status: Look up an order or appointment read-only and reply with the status. Hand off anything about refunds or problems. Reminders and updates: Outside the 24-hour window, Meta only allows approved Message Templates, such as a booking reminder or order update (WhatsApp Business Messaging Policy).
What should stay human?
Always offer a clear way to reach a person; Meta's policy requires escalation paths. No marketing blasts to numbers that didn't opt in. Check current per-message rates for your customers' countries on Meta's pricing page before you launch; don't rely on old numbers. Refunds, complaints, health and legal questions go to you. Start in draft mode: the agent prepares, you approve, then you loosen the leash routine by routine.
Is there a ready-made template?
Yes. Start with "Order-status answers on WhatsApp": copy-ready Grok Bot, ChatGPT, Claude and n8n templates are at https://whatshouldmybotdo.com/use-cases/order-status-whatsapp#templates.