Short answer: A WhatsApp bot replies to customers automatically on your business WhatsApp number. The free WhatsApp Business app offers greeting and away messages, while a bot built on the WhatsApp Business Platform can hold a fuller conversation, collect enquiry details and hand over to your team. Start by choosing one clear job for it.
Many Singapore customers already message businesses on WhatsApp. This guide explains what a WhatsApp bot is, how it differs from the auto-replies in the free app, and how to start. For the compliance side, see our WhatsApp chatbot checklist.
1. Auto-replies in the app are not the same as a bot
The free WhatsApp Business app lets you greet people when they start a conversation and respond to messages when you are away. That is useful, but it is a set message. A bot can ask follow-up questions, answer from your information and pass the chat to a person.
Source: WhatsApp Business app
2. A bot runs on the WhatsApp Business Platform
Bots are built on Meta’s WhatsApp Business Platform, which businesses connect to through software or a provider. It is different from the phone app. Which of the two a number is on affects the set-up steps, so we check your number on the discovery call.
Source: WhatsApp Business Platform: pricing and message categories
3. Replies, templates and the 24-hour window
When a customer messages you, a 24-hour customer service window opens, and it resets with each customer message. Within it you can reply freely. To message first, or after the window closes, you may use only approved message templates.
Source: WhatsApp Business Messaging Policy WhatsApp Business Platform: pricing and message categories
4. Opt-in and opting out
Meta’s policy says you may contact people on WhatsApp only if they gave you their number and opted in to hear from you. You must respect any request to block, stop or opt out. Keep a record of how and when each person opted in.
Source: WhatsApp Business Messaging Policy
5. Always give customers a way to reach a person
Meta lets you use automation within the 24-hour window, but you must also provide a prompt, clear and direct escalation path, such as an in-chat transfer to a human agent, a phone number, an email address or a support form.
Source: WhatsApp Business Messaging Policy
6. PDPA basics for a bot that takes enquiries
Tell people why you collect their details, ask only for what you need, and avoid NRIC numbers. The PDPC says NRIC numbers are generally not to be collected, except where the law requires it or where it is necessary to verify identity to a high degree of accuracy.
Source: PDPC Key Concepts Guidelines PDPC NRIC Guidelines
How to start in four steps
- Choose one clear job, for example answering common questions or taking booking requests.
- List the questions your team answers most often, and the ones the bot must hand to a person.
- Check your WhatsApp number and set-up with your provider before anything is built.
- Test the bot on real questions, then go live and review the chats regularly.
Frequently asked questions
What is a WhatsApp bot?
It is software connected to your business WhatsApp number that replies to customers automatically. It can answer common questions, collect enquiry details and hand the chat to your team when a person is needed.
Can I keep using my current WhatsApp number?
We may be able to connect the WhatsApp number you already use, subject to Meta’s rules. The steps depend on whether it is on the WhatsApp Business app or regular WhatsApp. We check your number when you get in touch and explain the options first.
Can a WhatsApp bot send promotions?
Only with the right permissions. Meta requires opt-in before you contact people, and the PDPC’s Do Not Call Provisions apply to marketing messages sent to Singapore numbers. Plan opt-in records and checks before any promotion.
Can a person take over from the bot?
Yes. The bot can hand the conversation to you or your team whenever a person is needed, so the customer does not repeat themselves.
How much does a WhatsApp bot cost?
It depends on what the bot must do and how it connects to your systems. We do not publish a price list. After a free 20-minute discovery call, we send a clear quote. Our guide to what drives the cost explains the main factors.
Is this legal advice?
No. It is general information based on published guidance from Meta and the PDPC, which can change. For advice on your situation, consult a qualified professional.
Want to talk it through?
Book a free 20-minute discovery call with AAA Digital & AI Studio. We will listen to what you need, tell you what is realistic, and send a clear quote after the call.
- WhatsApp: +65 8762 0006
- Call: +65 8762 0006
- Email: enquiry@aaacorpsvc.com
This guide is general information and is not legal or professional advice. Guidance from the PDPC, Meta and Google can change.