WhatsApp Business Chatbots & Automation: Beginner's Guide

With more than 2 billion active users, WhatsApp has become the world's most widely used messaging app. In the UK, it's one of the most common ways customers interact with friends, family, and increasingly, businesses. For companies large and small, WhatsApp Business offers a direct line to customers, making communication personal, fast, and convenient.

But the demand for instant replies and round-the-clock availability means that relying solely on human agents can quickly become overwhelming. This is where WhatsApp Business chatbots and automation step in, providing efficient, scalable solutions to keep customers happy without burning out your team.

In this guide, we'll explore what chatbots are, how automation works on WhatsApp Business, and how to set everything up whether you're on Android, iOS, or web.

What is a WhatsApp Business chatbot?

A WhatsApp Business chatbot is a software tool that automates conversations with customers via the WhatsApp Business app or WhatsApp Business Platform (API). Instead of waiting for a human to type out answers, a chatbot can instantly reply to FAQs, process simple requests, or even integrate with other systems like CRMs or booking platforms.

Some common chatbot uses include:

• Providing opening hours or directions
• Taking customer orders
• Sending delivery updates
• Answering FAQs about services or pricing
• Collecting feedback or surveys

Chatbots can be rule-based (simple decision trees) or AI-powered (natural language processing that understands intent).

Why automate WhatsApp Business chats?

Automation saves time, money, and stress for businesses of all sizes. Here are the biggest advantages:

1. Faster customer service

Customers expect near-instant responses. Automation ensures no one is left waiting, even outside working hours.

2. 24/7 availability

A chatbot never sleeps, meaning you can offer support even when your team is offline.

3. Lower costs

Hiring additional agents to cover all hours can be expensive. Automation helps manage workload efficiently.

4. Consistency of information

Automated replies ensure every customer gets the correct, up-to-date information, every time.

5. Scalability

Whether you have 10 or 10,000 incoming chats a day, automation makes it easier to manage large volumes without sacrificing quality.

WhatsApp Business app vs WhatsApp Business Platform (API)

There are two main ways to use automation and chatbots on WhatsApp:

WhatsApp Business app

The free mobile app designed for small businesses. It includes basic automation features such as:

• Quick replies (store and reuse common answers)
• Greeting messages (automatic hello to new customers)
• Away messages (set working hours and auto-respond when unavailable)

This option is perfect for freelancers and SMEs just starting out.

WhatsApp Business Platform (API)

A more advanced solution for medium to large companies. With the API, you can:

• Integrate chatbots and AI systems
• Connect with CRM, e-commerce, or support platforms
• Send notifications at scale (delivery updates, appointment reminders)
• Manage multi-agent support teams

The API requires working with a WhatsApp Business Solution Provider (BSP). gosimless numbers can be used to verify your account, giving you the UK virtual number needed to get started.

How to set up automation on WhatsApp Business app

If you're a small business owner, you can configure automation directly from the app.

On Android

1. Open WhatsApp Business app.
2. Tap the three dots menu > Business tools.
3. Select Messaging tools.

From here, you can set:

• Away message – choose hours, write your auto-response.
• Greeting message – create a friendly welcome.
• Quick replies – save your most common answers for fast sending.

On iOS

1. Open WhatsApp Business app.
2. Tap Settings > Business tools.
3. Go to Messaging tools.
4. Customise away, greeting, and quick reply messages as needed.

On WhatsApp Web

Basic automation settings must be created in the mobile app first, but once set up, they apply across devices, including WhatsApp Web.

How to use chatbots with WhatsApp Business Platform

For larger businesses, using the WhatsApp API unlocks more advanced automation.

Step 1: Get a verified number

You'll need a dedicated UK mobile number to verify your WhatsApp Business account. This can be done easily with gosimless UK virtual mobile numbers, which support both SMS and voice verification.

Step 2: Choose a Business Solution Provider (BSP)

Pick a trusted provider that offers chatbot integrations. Many BSPs provide drag-and-drop builders to design chatbot flows without coding.

Step 3: Connect your systems

Integrate WhatsApp with your CRM, order management, or helpdesk tools so your chatbot can fetch real-time data (e.g., "Where's my delivery?").

Step 4: Train your chatbot

Decide whether you'll use a rule-based flow (e.g., "Press 1 for support") or an AI model (free-text conversation).

Step 5: Monitor and optimise

Track response rates, resolution times, and customer satisfaction. Update chatbot flows regularly based on customer feedback.

What kinds of automation can you set up?

Here are examples of automation you can configure today:

• Lead capture: Automatically collect names, emails, and postcodes.
• Order tracking: Let customers check delivery status via WhatsApp.
• Appointment scheduling: Sync with calendars to allow bookings.
• Payments and invoices: Integrate with payment gateways for instant transactions.
• Broadcast messages: Send promotions or alerts to opted-in customers.

Are WhatsApp Business chatbots allowed?

Yes - but with conditions. WhatsApp has strict rules around automation to protect users from spam:

• You must only message customers who have opted in.
• Automated messages should be helpful, not intrusive.
• Certain proactive notifications require pre-approved message templates.
• By using an approved BSP and verified number, you'll stay compliant.

Troubleshooting WhatsApp automation

Sometimes automation doesn't work as expected. Here's how to fix common issues:

Customers not receiving automated replies

Check that away/greeting messages are enabled under Business tools. Ensure working hours are set correctly.

Verification code not arriving

If using a virtual number, make sure it supports SMS and voice calls. gosimless provides reliable UK virtual numbers for this exact purpose.

Chatbot not understanding customer queries

Review chatbot training data. If AI-powered, add more examples of customer intent. If rule-based, check for gaps in your flow.

Frequently asked questions about WhatsApp Business chatbots

Can I use a chatbot with the free WhatsApp Business app?

Only basic automation (quick replies, greetings, away messages) is available in the app. Full chatbots require the Business Platform (API).

Do I need coding skills to build a chatbot?

No. Many BSPs offer no-code chatbot builders with drag-and-drop functionality.

Can I run a chatbot on both Android and iPhone?

Yes. Once set up, automation works across all devices and WhatsApp Web.

Is WhatsApp automation GDPR compliant?

Yes, provided you only message users who have opted in and you store data securely.

How much does a WhatsApp chatbot cost?

Costs vary. The Business app is free. BSPs often charge monthly fees or per-message rates.

Can I connect my chatbot to Facebook and Instagram too?

Yes. Meta allows integration across its platforms, so one chatbot can manage multiple channels.

What's the difference between WhatsApp API and WhatsApp Cloud API?

The Cloud API is hosted by Meta, making it easier and faster to set up, whereas the On-Premise API requires a BSP to host.

Can I switch my WhatsApp Business number later?

Yes, but verification is required each time. Using a stable gosimless number ensures continuity.

How gosimless helps you get started

Setting up WhatsApp Business automation begins with having a reliable number. gosimless provides UK virtual mobile numbers that are perfect for WhatsApp Business verification.

• Works instantly for SMS or voice verification
• Keeps your personal number private
• Scales with your business as you grow
• Backed by UK-based support

With a gosimless number, you can confidently launch your WhatsApp Business account and start automating conversations right away.

Taking the first step into WhatsApp automation

WhatsApp Business chatbots and automation are no longer just for big companies with huge budgets. From a local café handling bookings to an e-commerce store managing thousands of orders, automation offers a way to deliver faster, better service without constant manual effort.

Whether you start small with the free app's quick replies or dive into the API with a full chatbot, the future of customer communication lies in automation. And the first step? Securing a UK virtual mobile number from gosimless to get your business verified on WhatsApp.