Imran

Whatsapp Chatbot Automation

Hej House • Freelance

Sep 2026 - Present • 0 mos

Designed and implemented a complete WhatsApp chatbot automation for HEJ House. The project involved mapping the customer journey, building the chatbot flow, creating conditional logic, connecting multiple conversation paths, and setting up automated responses for common customer enquiries. Achievements - Built a structured WhatsApp chatbot with multiple conversation branches. - Created conditional routing based on customer responses and enquiry type. - Organized a complex chatbot flow into a clear customer journey. - Automated responses to reduce the need for manual handling of repetitive enquiries. - Added buttons, menus, messages, and branching logic for easier navigation. - Created escalation paths for enquiries requiring human assistance. - Tested and refined the flow to ensure customers are directed to the correct information. Updated Project Description HEJ House needed a structured WhatsApp system to handle customer enquiries and guide visitors to the right information without relying entirely on manual responses. I designed and implemented a WATI WhatsApp chatbot with a main menu and multiple interconnected conversation paths. The automation uses triggers, conditions, buttons, messages, and branching logic to guide customers based on their responses. A key challenge was organizing the large number of interconnected flows while keeping the customer experience simple and easy to navigate. I structured the automation into clear paths for different enquiry types and included appropriate routing and escalation points. The result was a more organized WhatsApp customer service system that automates repetitive enquiries and gives customers a clear path to the information or assistance they need.