- A WhatsApp chatbot replies instantly 24/7, sorts enquiries and collects details before handing over to the right agent.
- On Klamna you build it without code: menus, questions, conditions, API calls, labels, files, business hours and team hand-over, up to 300 steps.
- Below are 4 ready step-by-step flows you can copy and adapt.
If your team spends half the day answering "Where are you?", "How much?" and "Where is my order?", you need a WhatsApp chatbot. A good bot shortens the path to the answer or to a human. It should never trap customers in endless menus.
What is a WhatsApp chatbot?
An automated flow on your official WhatsApp API number. Two types work well together: a flow bot you design (menus, questions, conditions), ideal for bookings, orders and routing; and an AI assistant that understands free-text questions, including Saudi dialect, and answers from your company knowledge base.
What it can do
Greet and show services as buttons, collect name/city/order number, answer FAQs, send files (catalogue, price list, profile), query your systems via API, add labels such as "lead" or "complaint", behave differently outside business hours, and hand over to a team with everything it collected.
Build it without code
- List the top 5 reasons customers message you; those become the main menu.
- Keep it to 3 menu levels at most.
- Always offer "talk to an agent".
- Ask one question per message and validate answers.
- Respect business hours.
- Test, launch, then review the first week of chats.
4 ready flows (illustrative)
1. Online store: order tracking
- Welcome with a list: Where is my order? / Product question / Return / Agent.
- "Where is my order?" asks for the order number.
- An API call fetches the status and replies, e.g. "Order 1234: shipped".
- If not found, hand over to the orders team.
- Product question sends the catalogue; returns send the policy file, add a "return" label and route to support.
2. Clinic: booking
- Welcome buttons: Book / My appointments / Location and hours.
- Choose department, then name and "first visit? yes/no".
- Show available slots from the doctor's schedule.
- Confirm and promise a reminder; if no slot fits, hand over to reception.
3. Restaurant: orders and reservations
- Hours-aware welcome: menu / delivery / table booking, or a closed message with booking still open.
- Send the PDF menu; for delivery ask the district and route with a "delivery" label.
- For tables, ask party size and time, then route for confirmation.
4. Services company: lead qualification
- Welcome: Request a quote / Existing project / Careers.
- Quote: service type, city, approximate size, budget.
- Out-of-area cities get a polite reply and a label.
- Label "lead", send the company profile and route to sales; the contact is added to the CRM.
- Careers sends the application link without involving sales.
Bonus: real estate office
Welcome with Buy / Rent / List my property, then ask city, district, type and budget, send the current listings file, label by request type and route to the agent covering that district.
When to hand over to a human
When the customer asks for an agent or repeats a question, for complaints, for large or custom deals, and when the AI finds no answer in the knowledge base. Handed-over chats go into the omnichannel inbox and are auto-assigned.
Writing bot messages customers like
Keep the welcome short: one greeting line, one line on what the bot can do, then options. Use short, clear button names ("Where is my order?" rather than "Order status enquiry"). Make error messages friendly ("That number looks incomplete, please check and resend"). Tell people how long they will wait after a hand-over, or when you reopen if it is out of hours. Go easy on emojis.
Measuring success
| Metric | Meaning | How to improve |
|---|---|---|
| Resolved without an agent | Bot handles simple requests | Add answers for often-escalated questions |
| Drop-off step | Where customers abandon | Simplify the question or menu |
| First response after hand-over | Team readiness | Auto-assignment, business hours |
| CSAT after the chat | Overall satisfaction | Post-chat survey |
Common mistakes
Menus with 15 options, no route to a human, stiff formal wording, and never reviewing the chats that were handed over. Those chats tell you exactly what the bot is missing.
Cost
The flow builder comes with WhatsApp & Inbox (SAR 149/month incl. 1 user and 1 number; extra users SAR 59). The AI assistant needs the AI add-on (SAR 199/month) and uses your own OpenAI key and budget. Prices in SAR, excluding VAT; Meta fees by usage.
FAQ
Do I need a developer?
No. It is drag-and-drop, up to 300 steps. API calls are optional.
Does it understand Saudi dialect?
Flow bots use buttons; the AI assistant understands Saudi dialect text.
Can an agent take over?
Yes. Once an agent takes the chat, the bot stops for that conversation.
Want help building your first WhatsApp chatbot? Contact us or call 920031338.
