WhatsApp chatbot template: support triage
Not a bot that tries to solve everything — one that works out what the conversation is, resolves the genuinely repetitive cases, and hands everything else over with the context already gathered.
The goal
Sort every inbound message correctly in under three taps.
The flow, node by node
- Send message
Acknowledge in seconds
Thanks for messaging. What is this about? Tap the closest option and I will either sort it or get you to someone who can.
संदेश भेजने के लिए धन्यवाद। यह किस बारे में है? सबसे नज़दीकी विकल्प चुनें — मैं हल कर दूँगा या सही व्यक्ति से जोड़ दूँगा।
- List menu
Issue type
Five or six options covering what actually arrives, with "something else" as the last one.
- Condition
Can this be resolved here?
Order status, opening hours, returns policy: yes. Anything about money, damage or an exception: no.
- Hand off to AI
Repetitive → the AI agent
It answers from your policy documents, and escalates itself if the question turns out to be more than it looked.
- Buttons
Urgency, for anything escalating
Two options, not five. People mark everything urgent when you offer them a scale.
- Set attribute
Tag type and urgency
So the queue is sorted before anyone opens it, and so you can report on what people actually contact you about.
- Hand off to a human
Route to the right queue
With the type, the urgency and the transcript attached. The agent opens a sorted conversation rather than a cold one.
Where this usually goes wrong
- Making the customer describe the problem twice. If the bot asked it, the human should see it.
- A menu with eleven options. Anything past six gets the last one picked by default.
Read next