Chatbot

Chatbot is software that automatically conducts conversations with humans. On WhatsApp, chatbots typically work by keywords (simple rules) or by streams with buttons. More recently, AI chatbots (LLM) have started to appear — but they are still a minority in small businesses.

Types of chatbot

Type	How it works	When to use
Keyword	Detects words ("price", "time") and responds ready script	FAQs, first contact
Flow with buttons	Offers clickable options	Qualification, scheduling
IA (LLM)	Understands natural language	Complex technical support

What a good chatbot does

1. Quick Screening — identifies in seconds what the customer wants.
2. Direct answer — delivers what can be delivered automatically (price, time, link).
3. Smart Handoff — passes it to the human with context, when necessary.

What a good chatbot DOESN’T do

• Don't try to pretend you're human. Always identifies.
• It doesn't require 5 clicks to give a simple answer.
• Don’t get stuck in a loop when you don’t understand — pass it on to a human.

Is a chatbot worth it for a small business?

Yes, if you receive 20+ messages/day with repeated questions (price, time, address, payment methods). A well-designed chatbot solves 40-60% of them without needing a human attendant. This frees the team to focus on hot leads — where humans really make a difference.

See: complete chatbot guide and conversation flow.