WhatsApp Chatbot Workflow: Enquiry Capture and Human Handover + Free Template
Start with one enquiry type
For a video production enquiry, collect the type, purpose and expected delivery date. Pass the conversation, a short summary and missing details to a colleague. Give customers a clear way to request a human at any point.
Define states and ownership
Use new, gathering details, waiting for a human, assigned and closed. Pause automated replies after a colleague takes over. Record the owner and the timestamp of the last state change.
Test four exception cases
A repeated event should create one ticket. An unclear enquiry should offer another choice or a human. Outside office hours, communicate the real support arrangement. Failed handoffs should enter a visible queue with a named reviewer.
Free workflow template
The editable Word template covers enquiry intents, essential fields, handoff rules, states, owners and acceptance checks. Test with fictional records first and confirm platform messaging rules, retention and access controls before production.
Frequently asked questions
Should I connect every team at launch? Start with one enquiry type and one human queue. What happens if the bot gives a wrong answer? Preserve a handoff path and ticket history so the owner can correct the response and flag the classification issue.
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