Automated and human conversations on the channel customers already open
WhatsApp and messaging with chatbot, flows, and AI
Introduction
Customers message on WhatsApp at any hour. Without an ordered channel, replies depend on personal phones, loose templates, and whoever happens to be available.
With the WhatsApp module, the company defines menus, keywords, response flows, capture steps, agent handoff, and AI integration. Multiple scenarios can coexist: a default flow plus others triggered by a link, prefix, or commercial circumstance.
When it starts creating value
It fits when sales or support attention must happen on WhatsApp with repeatable rules, without improvising every conversation and without separating the thread from CRM context.
Strengths
- Chatbot with flows Design conversations with messages, buttons, keywords, and clear endings.
- Multi-scenario Different flows and behaviors by campaign, entry point, or menu.
- AI integration AI steps inside the flow to interpret and reply with controlled human handoff.
- Same app, separate module Messaging lives next to customers, tickets, and operations, sold as its own capability.
Signs worth noticing
- Reduce improvised replies by turning business rules into reusable flows.
- Cover extended hours with a chatbot and pass to a person when the case requires it.
- Align distinct campaigns and circumstances without forcing one script on everyone.
Where the difference appears first
- Channel and conversation Inbound and outbound messages tied to the contact thread on WhatsApp.
- Flows and chatbot Step editor: message, buttons, keyword, capture, lookup, handoff, and end.
- Behaviors Open the chat or apply a menu on arrival; default flow or one tied to an entry point.
- AI and handoff AI steps in the journey and handoff to an agent when the conversation requires it.
The cost of not having it
Serving WhatsApp without rules leads to delays, conflicting messages, and campaigns that ignore circumstance.
- Different replies depending on who had the phone at that moment.
- Customers repeating data because the bot does not capture or route through a flow.
- Campaigns that open chat with no menu or linked scenario.
- No way to scale after-hours attention without losing control of handoff.
Main capabilities
- WhatsApp channel with conversations and operational templates from the module.
- Chatbot based on visual flows with messages, buttons, and keywords.
- Entry-point behaviors: open chat or apply a menu/flow.
- Multi-scenario: several active flows and a default flow for unmatched messages.
- AI steps, data capture, lookup, and person handoff in the same journey.
How it compares
| What matters when deciding | Qapp | ManyChat | Respond.io |
|---|---|---|---|
| Focus | WhatsApp and chatbot as a module of the same commercial app | Messaging automation centered on marketing and funnels | Omnichannel inbox and conversation automation |
| Response flows | Flow editor with steps, buttons, keywords, and handoff | Flows and automations oriented to acquisition and campaigns | Flows and rules over the conversation inbox |
| Multi-scenario | Multiple flows and behaviors by entry, menu, or circumstance | Campaign scenarios and tags based on the configured funnel | Routes and automations by channel, team, or condition |
| AI integration | AI steps inside the flow, with controlled handoff to the team | AI capabilities according to the ManyChat plan and product | AI assistance inside its messaging platform |
| CRM context | Same application as customers, tickets, and contracted operations | Integrations toward CRM or other external tools | Native or connected CRM within its suite |
| Adoption model | Same app, separate WhatsApp module | Messaging and marketing platform by plan | Conversational service platform by plan and channels |
Commercial positioning based on each vendor's public offering. In Qapp each capability is sold as a module. Plans and editions may change.
Frequently asked questions
- Is it only a button that opens WhatsApp?
- No. It can open the chat or apply a menu/flow when the customer arrives, depending on the configured behavior.
- Can I run several scenarios at once?
- Yes. Several flows can be active, plus a default flow for messages that do not match another scenario.
- How does AI fit in?
- As a step in the journey: the flow decides when to use AI and when to hand the conversation to a person.
- Does it replace the tickets module?
- No. WhatsApp covers the conversational channel; tickets organize support cases as a separate module when contracted.
- Does the chatbot understand buttons and keywords?
- Yes. Flows combine messages, buttons, keyword matching, data capture, and end or handoff.
- Is it included in the base CRM?
- No. It is sold as a separate module inside the same Qapp application.
What to see in a demo
The demonstration should show a real scenario: entry, menu, bot decision, and handoff when needed.
- Open an entry point with menu behavior and another that only opens chat.
- Walk a flow with buttons or a keyword until a data point is captured.
- Show an AI step and the handoff to an agent.
- Explain a second scenario (campaign or different circumstance) without mixing it into the default flow.
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