WhatsApp Auto-Reply Bot: Rules and AI-Powered Responses
If a customer asks for a price on WhatsApp and doesn’t receive a response for hours, they’ve most likely messaged another business as well. The WapFlow Auto-Response Bot responds to incoming messages using keyword rules or artificial intelligence. It works even if you log out of the site, as long as your account remains connected. In this article, we explain how to set up the bot, when each response method is appropriate, and how to manage customers without losing them to the bot.
Rules or AI?
The bot supports two different response methods. For most businesses, the best approach is to use both together.
| Response Rules | AI Response | |
|---|---|---|
| How does it work? | If a keyword matches, the response you wrote is sent | It generates free-form text based on your instructions and the knowledge base |
| Strength | Predictable—you have full control | Provides flexible responses to different questions |
| Limitations | May miss unexpected expressions | May generate incorrect or incomplete information |
| What’s required? | Writing rules and credit | Your own API key |
| A suitable business | Price, address, business hours, catalog | Various preliminary information questions |
It is safer to provide information—such as price, inventory, or contract terms—that could cause problems if misstated through rules.
Creating a Response Rule
- Open the Response Rules page from the left menu and click Add Rule.
- Give the rule a name, such as “Price Inquiry.”
- In the "Applies to" field, select "Everyone," "First-time posters," or "Previous posters."
- Select the match type: "Contains," "Exactly matches," "Starts with," or "In every message."
- Enter keywords separated by commas, for example
fiyat, ücret, kaç para. Differences in Turkish characters and punctuation are automatically ignored. - Select which accounts the rule applies to.
- Add replies. Text, images, and videos can be sent in sequence.
- Save and try it out with "Test the Bot."
Incoming messages are checked starting with the rule with the lowest sequence number, and the responses from the first matching rule are sent. Therefore, place specific rules at the top and general rules at the bottom. You can pause any rule, and you can see in the table how many credits each rule uses.
Recommended rules for initial setup
- Welcome: A brief introduction and help options for first-time users.
- Pricing: A price list or the information needed to request a quote.
- Address and Hours: Location, business hours, phone number.
- Order Status: Request an order number from the customer or redirect them to an authorized representative.
Setting Up the AI Response
- Open the AI Auto-Response Bot page and activate the bot.
- Use "Add Provider" to select your AI provider and enter your API key. The panel contains links to each provider’s key page.
- Enter your products, prices, business hours, frequently asked questions, and conversational style into the knowledge base.
- Use "Test AI" to make a real call. This test does not send a message to WhatsApp, but it does use your own API quota.
- Select the accounts where the AI will operate.
Multiple providers are supported, including Gemini, ChatGPT, Claude, and Groq. If you add multiple providers, the one at the top is tried first; if an issue arises, it switches to the one below. An account can be used either in the rules or with the AI, but not both; the account limit applies to the total of both and varies by plan. See the pricing page for details.
Response Priority
| Option | How does it work? |
|---|---|
| Rules first | If the rule doesn’t apply, AI responds |
| AI first | If the answer isn’t in the knowledge base, the system falls back to the response rules |
| Rules only | AI does not intervene |
| AI only | Response rules are not used |
Building the knowledge base from your messages
The “Create a Draft from My Messages” feature prepares a draft containing frequently asked questions and product information based on your conversations during the selected period. Up to 3 months and 3,000 messages are analyzed, and phone numbers and email addresses are masked before being sent. Messages are sent to the provider of your choice using your own API key, and you must give explicit consent for this feature. The draft may contain incorrect information; it will not become active until you review and approve it. Please also keep the responsibilities under the Personal Data Protection Law in mind.
Keeping the Bot Under Control
Have the bot stay silent when you type
When you type in a conversation yourself—whether from your phone, WhatsApp, or Inbox—the bot will not respond in that conversation for the duration you specify. This ensures the bot doesn’t interrupt while you’re speaking with the customer.
Request to Speak with a Human
If a customer types a phrase you’ve specified—such as “I’d like to speak with a representative”—the bot will send a response message, pause the conversation, and send you a notification. You can view and resume paused conversations from your Inbox.
Business Hours
When “Business Hours” is enabled, the bot responds only on the days and times you select; times are based on Turkey time. You can choose to have the bot remain silent outside of business hours or send an out-of-hours message to each person once. Conversely, if you want the bot to respond 24/7, leave this setting turned off.
Speed Control
The bot responds with a short delay and displays “Typing…”; it does not send too many replies to the same person in a short period of time.
Credits
Rule responses use credits; different credits are consumed for text, images, and videos. Current values are displayed at the top of the panel. You can view your balance and history on the same page. Since the AI uses its own API key, the provider’s billing applies separately. The rule simulation on the “Test the Bot” screen does not send messages or deduct credits.
Important Notes
- Do not hide the fact that the bot is a bot; redirect users to a human when necessary.
- Monitor the AI’s responses in the Inbox during the first few days.
- Do not include information in the knowledge base that should not be shared.
- Update the knowledge base when products or prices change.
- The bot responds to incoming messages; if you want to send a campaign, refer to the bulk messaging guide.
If you’re in the process of choosing an automation solution, the WhatsApp automation program guide compares your options. You can include the bot in your campaign plan to handle campaign responses.
Frequently Asked Questions
Will the bot respond when my phone is off?
The bot works as long as your WhatsApp account is connected to the dashboard. If the connection is lost, no response will be sent, so keep an eye on your account status.
What happens if the AI provides incorrect information?
This is possible, and the responsibility lies with your business. Include critical information in the rules, monitor the responses, and write the knowledge base clearly.
Does it understand Turkish messages?
Turkish character differences are ignored during rule matching. The AI’s language proficiency depends on the model you select.
Does the bot respond in groups as well?
No. The bot only responds to messages in one-on-one chats; it does not work with group, status, or channel messages.
Is the AI provider free?
Each provider has its own pricing and, if applicable, free usage terms. Check with the provider for the latest information.
