Answer instantly at 2 AM, route enquiries to the right agent, tag contacts as they qualify themselves, and follow up on the leads your team would otherwise forget — using trigger-based rules, multi-step chatbot flows, and drip sequences.
WhatsApp sets an expectation of an immediate reply. Enquiries do not respect office hours, and the gap between a customer messaging and a human answering is where most lost deals actually happen — not in the pitch.
Fire an action when something happens: a first message arrives, a keyword appears, a tag is added, a deal changes stage, or a conversation goes idle. Rules are the fast path for the many cases that need one step, not a whole flow.
Build multi-step conversations with a visual flow builder — menus, buttons, questions, branches, and handoff to a human. Answers get written back to the contact record, so a flow qualifies a lead as well as answering it.
Route conversations to the right agent or team based on keywords, tags, language, or pipeline stage, instead of letting everything pile into one queue. Anything a rule cannot confidently classify goes to a human.
Enrol a contact in a timed sequence — day 0, day 2, day 7 — that stops the moment they reply or convert. This is what recovers the leads that need patience rather than pressure.
Tag contacts automatically from what they say or select, so segments build themselves as conversations happen. Those same tags become broadcast audiences later, with no manual list-building.
Suggest replies drawn from your own knowledge base so agents answer in one tap instead of retyping. Suggestions are surfaced to the agent rather than sent blindly, so a human stays accountable for what goes out.
Start with the highest-volume repeat questions — hours, pricing, location, availability, order status. These are usually a large share of inbound volume and the safest thing to automate first.
Use a trigger rule for single-step responses like an instant acknowledgement or an auto-tag. Use a flow when you need a menu, follow-up questions, or branching — for example qualifying a lead before it reaches an agent.
Every automation needs an exit. Set the conditions that hand a conversation to an agent — an explicit request, an unrecognised reply, or a high-intent keyword — so automation shortens the queue rather than trapping customers in it.
Review which flows complete, where people drop out, and which conversations get escalated. Drop-off points tell you exactly which question was confusing, and that is what you rewrite next.
A rule is a single trigger-and-action pair — when a first message arrives, send an acknowledgement; when a keyword matches, add a tag and assign an agent. A flow is a multi-step conversation with menus, questions and branching that can carry a customer through several turns. Use rules for the many small things and flows for anything that needs to ask a question and act on the answer.
Yes. A common setup is an away message outside your working hours that acknowledges the enquiry, sets an honest expectation of when someone will reply, and offers a menu for the questions that can be answered immediately. The conversation still lands in the inbox for your team in the morning, already tagged.
That depends entirely on where you draw the line. Automation works well for acknowledgements, routing, repeat factual questions and timed follow-ups. It works badly for negotiation, complaints and anything with emotional weight. ChatSathi is built for handoff — the automation handles the predictable part and gets a human involved the moment the conversation stops being predictable.
Automated messages are ordinary WhatsApp messages, so Meta's normal per-conversation charges apply and are billed to you directly at their published rate — ChatSathi adds no markup. Replies you send inside the 24-hour customer service window after a customer messages you fall under service pricing, which is why fast automated acknowledgements are usually cheap.
Yes, and it should. Sequences can be configured to exit as soon as a contact replies, converts, or matches an exclusion condition, so nobody keeps receiving day-7 nudges after they have already bought. Contacts who opt out are removed from every sequence automatically.
You can build and activate a flow on a test number or an internal contact first, which is what we recommend before going live on a busy number. An in-app simulator is on our roadmap rather than shipped today — until then, testing against a real number you control is the honest answer.
Common triggers include a first inbound message, a keyword or phrase match, a tag being added or removed, a contact entering or leaving a pipeline stage, a conversation going idle for a set period, and a scheduled time. Actions include sending a message or template, assigning an agent, adding or removing tags, updating a custom field, enrolling in a drip sequence, moving a deal, and calling an outbound webhook.
Set up instant replies, routing and follow-up sequences in your first week — with guided onboarding from our team.
Guided WhatsApp API setup included