WhatsApp Chatbot

A WhatsApp chatbot is software that answers customer messages on WhatsApp automatically, either by following predefined rules and menus or by using AI to understand free-form questions. It runs on the WhatsApp Business API, not in the phone app.

Definition

This page defines the term. For a store, Kanal's WhatsApp chatbot for Shopify answers customers from the store's catalog and order data.

Rule-based bots follow a script of keywords and menus, often built with interactive buttons and lists. AI bots use language models to understand free text, answer from a knowledge base or product data, and hand over to a human when confidence drops.

On the business side, a chatbot receives messages through webhooks and answers inside the 24-hour customer service window. Its replies are service messages, which Meta charges since October 1, 2026 after 1,000 free service messages per business phone number per month. WhatsApp's policy allows automation in the window but requires a prompt, clear and direct path to a human.

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Related terms

AI Agent

An AI agent is a conversational assistant that autonomously answers customers, qualifies their needs, and guides them to a purchase, going beyond the scripted replies of a classic chatbot.

Interactive Message

An interactive message is a WhatsApp API message with elements the customer taps instead of typing: up to three reply buttons, or a list of up to ten options. Each tap returns a structured answer to the business through a webhook.

Customer Service Window (24-hour window)

The customer service window is a 24-hour timer that starts when a WhatsApp user messages or calls a business. While it is open, the business can reply with free-form messages; once it closes, it can only send approved message templates.

Session Message

A session message is a free-form WhatsApp message a business sends inside the 24-hour customer service window, without an approved template. Meta's official name for it is service message, and it is charged since October 1, 2026 beyond a monthly free tier.

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