A hybrid bot that serves your WhatsApp communication channels 24/7—combining rule-based flow control with LLM flexibility.
The WhatsApp AI Bot meets customers where they already are. It uses instant messaging to pull transaction history and related records from your systems and resolve requests inside WhatsApp. When a human step is needed, it hands off the same thread—without losing history.
Guided for repeatable, policy‑driven tasks; LLM for nuanced, open‑text requests; human for approvals and exceptions—within the same WhatsApp conversation and with full context. Customer experience stays seamless and operational efficiency improves.
Agents see the full conversation plus the related customer and request context and pick up right where it left off. Customers never repeat themselves. Agents manage everything in one place.
Customers don't have to switch apps—and your team manages everything in one place. If the channel changes, the case and context continue. Context stays intact across the customer journey.
With Next4biz, we can roll out changes quickly ourselves and deliver solutions without relying on IT. Since the platform is continuously updated, we also benefit from the latest innovations in the industry.
Operations Manager / Banking
We went through an adaptation process consisting of 2 parts. While we, as the business team, designed the category tree, interfaces, and processes needed for ticket management, the technical teams integrated all our systems.
Customer Experience Director / Retail
In the next phase, we brought the system's most efficient capabilities into our business processes and accelerated our resolution time. We now manage tickets more efficiently across channels.
Customer Service Manager / Insurance
The most common questions about how the rule-based flow and AI work together on WhatsApp, whether the bot really resolves the request, and how continuity is preserved when the channel changes.
Three layers come into play in sequence within the same WhatsApp conversation: the Guided Bot runs standard, verifiable transactions step by step, the LLM understands and answers complex requests that arrive as free text, and a human agent takes over at the point where approval or an exception is needed. The transitions are not felt by the customer and the context is preserved. We explain the rationale for the hybrid approach on the AI page. Why hybrid? →
It is not limited to giving information; it concludes the request inside WhatsApp. Pulling transaction history and related records from your integrated systems, it checks status, creates or updates a ticket and starts the workflow that is needed. The customer writes whenever they want and gets an answer without depending on office hours. At the point where a human is needed, the conversation is handed to an agent inside the same WhatsApp chat with its full history and context; the customer explains nothing from the beginning. Capabilities of the hybrid bot →
It does not. The WhatsApp bot is fed by the same knowledge as the bot on your website: your organization's documents, website content, past experience and web services. Answers are produced in your corporate language; the bot does not invent an answer to a question the organization's knowledge does not cover, it hands it to an agent. The whole training and data approach is on the AI page. Our AI approach →
Yes. Even when the channel changes, conversation and case continuity is preserved; the context travels with the customer journey, and history, files and actions stay under one ticket. The customer does not switch apps, and your team manages WhatsApp together with the other channels from a single screen. How the channels are managed together is explained on the omnichannel page. Omnichannel →