WaNexus

WhatsApp AI Agent Playbook

A practical guide to set up, train and test your first WhatsApp AI agent — with industry playbooks and copy-ready prompts.

Before you start

  • A connected WhatsApp number (a test number works).
  • Your website URL and 2–3 key documents (pricing, FAQs, policies).
  • A clear goal: answer FAQs, qualify leads, book appointments or sell.

Core setup in 10 steps

  • Open Agents → Agent Studio and click Set up.
  • Paste your website and a test number, then train.
  • Write a one-paragraph business description.
  • Pick a voice: friendly, professional, concise or playful.
  • Enable skills that match your goal.
  • Add knowledge: URLs, PDFs and short Q&A text.
  • Add ground rules (e.g. never promise delivery dates).
  • Connect actions: tag lead, transfer to human, call your API.
  • Write a helpful fallback message.
  • Test 20 real questions, fix gaps, then publish.

Industry playbooks

  • E-commerce: product Q&A, size help, order status, returns.
  • B2B / wholesale: bulk enquiry capture and quote requests.
  • Agencies: qualify leads and book discovery calls.
  • Real estate: match listings and book site visits.
  • Healthcare: appointment booking and pre-visit instructions (no diagnosis).
  • Education: course recommendations and counselling calls.
  • Travel: package suggestions and booking details.
  • Local services: menu, pricing and slot booking.

Retention loop

  • Export opted-in customers monthly.
  • Segment them by purchase history.
  • Build an upsell map (what to offer next).
  • Send a personalised template campaign.
  • Let the agent handle replies and upsell.
  • Repeat every month and compare results.

Testing checklist

  • Ask in different languages and with typos.
  • Ask about things it should not know — check the fallback.
  • Try to make it promise discounts — check ground rules.
  • Request a human — check the transfer.

Mistakes to avoid

  • Thin knowledge: the agent can only be as good as your content.
  • No fallback or handoff path.
  • Over-long replies — keep answers short for WhatsApp.
  • Broadcasting to users who did not opt in.