TL;DR
Set up a WhatsApp AI agent by connecting your WhatsApp Business API, defining conversation flows and escalation rules, and linking your knowledge base. WhatsApp delivers 98% open rates and 3-5x higher engagement than email for customer support.
WhatsApp is the most popular messaging app on the planet, with over 2 billion active users. For brands in Europe, Latin America, Asia, and Africa, it is often the primary customer communication channel. Yet most WhatsApp Business implementations are still manual.
Why WhatsApp matters for CX
Customers prefer messaging over calling. WhatsApp conversations have a 98% open rate compared to 20% for email. Response expectations are under 5 minutes. An AI agent meets these expectations 24/7 without scaling your team.
Setting up with Certainly
Certainly integrates directly with the WhatsApp Business API. You connect your verified business number, configure your agent's persona and knowledge base, and deploy. The agent handles incoming messages, responds in the customer's language, and takes actions in your connected systems.
Conversation templates
WhatsApp requires pre-approved message templates for business-initiated conversations. Certainly helps you set up templates for order confirmations, shipping updates, appointment reminders, and promotional messages, all compliant with WhatsApp's policies.
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Multilingual support
One of WhatsApp's strengths is global reach, which means multilingual support is essential. Certainly's agents detect the customer's language and respond natively. No separate bot per language, no translation middleware.
Measuring success
Track response time (target: under 30 seconds), resolution rate (target: above 40%), customer satisfaction score, and conversation-to-revenue attribution. WhatsApp's intimate nature often leads to higher engagement and conversion rates than web chat.
WhatsApp is not a 'nice to have' channel anymore. For global brands, it is where your customers already are.