---
title: "How to Build a WhatsApp Chatbot: Best Practice and Step-by-Step"
language: en
page: blog/how-to-build-whatsapp-chatbot-best-practice-step-by-step
url: "https://spoki.com/en/blog/how-to-build-whatsapp-chatbot-best-practice-step-by-step"
generatedAt: "2026-03-19T05:20:08.197Z"
category: blog
author: Spoki
publishedAt: "2026-02-18T16:16:48"
version: 1.0.0
---

# How to Build a WhatsApp Chatbot: Best Practice and Step-by-Step

**Author:** Spoki | **Published:** 2/18/2026

*Build a WhatsApp chatbot with the Business API. Step-by-step guide: templates, flows, handoff, and compliance. Best practice with Spoki.*

---

A **WhatsApp** **chatbot** lets your business answer **customer**s 24/7, handle FAQs, qualify **lead**s, or collect information before **handoff** to an **agent**. Building one with the **WhatsApp Business API** means following **best practice**: **approved templates** for the first message, **session** messages for the dialogue, and clear **handoff** rules so **customer**s get help when the **chatbot** cannot.

This guide gives a **step-by-step** approach to **building** a **WhatsApp** **chatbot**: what to plan, how **templates** and **flows** work, **best practice** for **compliance** and **handoff**, and how a platform like Spoki can help. For **chatbot** and **automation** options, see [Spoki artificial intelligence](https://spoki.com/en/artificial-intelligence), [features](https://spoki.com/en/features), and [solutions](https://spoki.com/en/solutions).

## Step 1: Define Use Cases and Flows

Before **building** the **chatbot**, decide what it should do:

- **FAQs:** Opening hours, returns, contact details, delivery times. List the top 10–20 questions and the answers. The **chatbot** can match **customer** questions (keywords or **AI**) and reply with **templates** or **session** messages.

- **Lead qualification:** Ask a few questions (e.g. product interest, company size) and then **handoff** to sales or **book** a demo. Use **templates** to start and **session** messages to branch by reply.

- **Order or booking status:** If you have an **API** or **webhook** to your **CRM** or e-commerce, the **chatbot** can look up status and send a **template** or **session** message with the result.

Write the **flows** (what message when, what reply triggers what) and where **handoff** to a human happens. For [use cases](https://spoki.com/en/use-cases) and [customer support](https://spoki.com/en/customer-support), see the links.

## Step 2: Choose Templates for the First Touch

On **WhatsApp**, the first message to a **customer** (or the first message after the **24-hour session** ends) must be an **approved template**. So your **chatbot** needs **templates** for:

- **Welcome or first question:** e.g. “Hi {{1}}, how can we help? Reply with a number: 1 = Order status, 2 = Returns, 3 = Speak to an agent.”

- **Order status:** “Your order {{1}} is {{2}}. Reply for more help.”

- **Handoff:** “We’re connecting you to an agent. You’ll get a reply shortly.”

Submit **templates** for approval in Meta Business Manager (or via your **BSP**). Once approved, your **chatbot** or platform can send them. A platform like Spoki helps you manage **templates** and **automation** so the **chatbot** uses the right **template** at the right time. For [registration](https://spoki.com/en/landing-registration) and [pricing](https://spoki.com/en/pricing), see the links.

## Step 3: Build the Conversation Logic

Once the **customer** replies, you’re in the **24-hour session** and can send **free-form** messages. The **chatbot** logic can:

- **Match keywords or intents:** If the **customer** says “order” or “status,” trigger the order-status flow. If they say “agent” or “human,” trigger **handoff**.

- **Branch by reply:** If you sent “Reply 1, 2, or 3,” branch on 1, 2, or 3 and send the next message or **template** accordingly.

- **Use AI or NLP:** For more natural **conversation**, use **AI** or **NLP** to understand intent and choose the right reply. Spoki offers [artificial intelligence](https://spoki.com/en/artificial-intelligence) options for **chatbot**s that can qualify **lead**s or answer FAQs.

Keep **flows** simple at first (e.g. 3–5 options, clear **handoff**), then add complexity. For [FAQ](https://spoki.com/en/faq) and [contact](https://spoki.com/en/contact), see the links.

## Step 4: Define Handoff Rules

**Best practice** for a **WhatsApp** **chatbot** is to **handoff** to a human when:

- The **customer** asks for an **agent** or “human.”

- The **chatbot** does not understand after one or two tries.

- The topic is sensitive (e.g. complaint, refund) or outside the **chatbot**’s scope.

- You have a rule (e.g. “always **handoff** for billing”).

Define these rules in your **chatbot** logic and notify your **support** team (e.g. create a ticket or assign to a queue) so the **customer** gets a reply. The **conversation** stays in the same **WhatsApp** thread so the **agent** has full context. For [customer support](https://spoki.com/en/customer-support) and [solutions](https://spoki.com/en/solutions), see the links.

## Step 5: Test and Go Live

Before going live:

- **Test every flow:** Send each **template**, reply with each option, and check that **handoff** works. Test edge cases (e.g. customer sends “?” or a long message).

- **Check compliance:** **Templates** must be approved; **opt-in** must be in place for **marketing**. For **support**, ensure you’re not messaging **customer**s who have not contacted you or opted in where required.

- **Monitor and iterate:** After launch, track **conversation** volume, **handoff** rate, and **customer** feedback. Adjust **flows** and **templates** to **reduce** **handoff** where the **chatbot** can improve and to keep **handoff** where humans are needed.

Platforms like Spoki provide **features** for **WhatsApp** **chatbot**s, **templates**, and **automation** so you can **build**, test, and run your **chatbot** without coding everything in-house. For a **ROI** estimate, use the [roi-calculator](https://spoki.com/en/roi-calculator); to see it in action, [book a demo](https://spoki.com/en/book).

## Best Practice Summary

- **Start with a few use cases:** Don’t try to cover every **conversation** on day one. Launch with FAQs or one **flow** (e.g. order status), then add more. That keeps **compliance** and **handoff** manageable.

- **Always offer handoff:** Make it easy for **customer**s to reach a human (e.g. “Reply 3 for an agent”). **Chatbot**s work best when **customer**s know they can **handoff** when needed.

- **Keep templates compliant:** Use only **approved** **templates** for the first message and after **session** expiry. Never send **free-form** first when the **session** has ended—**WhatsApp** can restrict or block your number.

- **Measure and iterate:** Track **conversation** volume, **handoff** rate, and **customer** feedback. Use the data to improve **flows** and **templates** so the **chatbot** handles more and **handoff** stays for the right cases. For more on **support** and **automation**, see [Spoki customer support](https://spoki.com/en/customer-support) and [features](https://spoki.com/en/features).

## Conclusion

**Building** a **WhatsApp** **chatbot** with the **WhatsApp Business API** follows a clear **step-by-step** path: define use cases and **flows**, choose **templates** for the first touch, **build** the **conversation** logic, define **handoff** rules, and test before going live. **Best practice** includes **compliant** **templates**, clear **handoff**, and iteration based on data. A platform like Spoki supports **chatbot** **automation**, **templates**, and **integrations** so you can **build** and run your **WhatsApp** **chatbot** efficiently.

Ready to **build** your **WhatsApp** **chatbot**? Explore [Spoki features](https://spoki.com/en/features) and [artificial intelligence](https://spoki.com/en/artificial-intelligence), [register](https://spoki.com/en/landing-registration), or [book a demo](https://spoki.com/en/book) to get started.
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