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WAPI guide · Updated 4 November 2026
How does a WhatsApp chatbot work?
A WhatsApp chatbot answers customers automatically on your business number through the WhatsApp Business API. Rule-based bots follow flows you design with buttons and questions; AI chatbots read the customer's message and answer from your own content. Good bots hand the chat to a person when they can't help.
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Everything WAPI ships with.
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Shared team inbox
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Broadcasts + templates
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AI chatbots
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WhatsApp Pay
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Automations
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What is a WhatsApp chatbot?
A WhatsApp chatbot is software that replies to customers on your WhatsApp Business number without a person typing each message. It runs through the WhatsApp Business API, so it works on the same number your team uses, and it can answer at any hour.
Businesses use chatbots to answer common questions, take bookings and orders, qualify leads, collect details and route conversations to the right team.
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What is the difference between a rule-based bot and an AI chatbot?
There are two kinds, and most businesses use both.
- Rule-based bots follow a flow you design: buttons, menus, questions and branches. They are predictable and suit bookings, order tracking and lead forms.
- AI chatbots read what the customer wrote in their own words and answer from your knowledge base. They suit open questions.
- A good setup combines them: the AI answers questions and starts the right flow when the customer wants to book, buy or return something.
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What does an AI WhatsApp chatbot learn from?
An AI chatbot is only as good as the information it can read. In Flaxxa WAPI it answers from the knowledge bases you give it: the articles, documents and text you add.
It is told to answer only from that information. When the knowledge base has nothing on the question, the bot takes its no-answer path instead of guessing, and you normally point that path at a person in the shared inbox.
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How do you build a WhatsApp chatbot?
Add your knowledge
Put your help articles and documents in a knowledge base for the AI to answer from.
Design the key flows
Build bookings, order tracking or lead capture in the visual flow builder.
Set the handoff
Decide when the bot passes the chat to a person and which team gets it.
Test and go live
Try real questions, check the answers, then switch it on.
FAQ
WhatsApp chatbots: common questions
The chatbot is part of your provider's platform, and Meta's usual message charges apply. Replies within 24 hours of a customer's message are not charged by Meta.
Put it to work
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