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Using AI to reply to your customers' WhatsApp messages
There are three ways to have software answer your WhatsApp: fixed replies, a chatbot or an AI agent. Only the last one actually holds a conversation. Here are all three, and how to start safely.
IN SHORTTo reply to WhatsApp messages with AI you can use the WhatsApp Business app's automatic replies (fixed text, no real AI), a flow chatbot (menus and buttons) or an AI agent such as MultiChats, which reads each message, understands the context and replies in your tone. The safe way to start is draft mode: the AI writes, you press send.
Example conversation (fictitious data)
CUSTOMERHi, do you do boiler services on Saturdays? And how much?
AI AGENTHi, yes, we do Saturday mornings. A standard service is £85. Is it a combi boiler, and roughly how old is it?
CUSTOMERCombi, about 6 years
AI AGENTPerfect, that's a standard service then. I have this Saturday at 9am or 11am. Which suits you better?
The three options, from simplest to smartest
- Automatic replies in the WhatsApp Business app: greeting message, away message and quick replies. Free, but they always say the same thing. We cover how to set them up in WhatsApp auto reply.
- A flow chatbot: menus with buttons. Useful for highly repetitive questions; it gets lost with any unexpected message.
- An AI agent: reads the message, remembers the conversation and replies the way you would. That's what MultiChats does.
What "replying with AI" should actually mean
A good AI reply answers the question that was asked, uses your real prices and opening hours, asks one useful question back and moves the conversation towards the next step (a booking, a quote, a visit). A reply that says "Thanks for your message, we'll be in touch" is not AI, whatever the tool calls it. The difference with a chatbot is explained in chatbot vs AI agent.
How to start without the AI putting its foot in it
Start in draft mode: the AI writes every reply and you decide whether it goes. Within a few days you can see whether it sounds like you. Then switch it to automatic with limits: it doesn't negotiate prices, doesn't promise anything you haven't given it, and hands the conversation to you when someone wants to call or buy.
Voice notes and photos
Voice notes are transcribed and the agent replies to what was said. Photos are received and kept in the conversation for you; the agent doesn't draw conclusions from an image.
The connection, and its one risk
MultiChats links your number by QR code, like WhatsApp Web, rather than through the official API. That keeps your number and your phone exactly as they are, but Meta can restrict a number that sends in bulk. Replying to people who wrote to you is normal use; we still cap and pace messages and brake automatically if delivery drops.
Frequently asked questions
Is there a free AI to reply to WhatsApp?
The WhatsApp Business app's automatic replies are free, and Meta is adding its own AI assistant in some countries. For an agent that follows up and runs several numbers you'll pay; MultiChats starts at €150 a month excl. VAT.
Can I use ChatGPT to reply to WhatsApp?
Not directly: it has to be connected to WhatsApp by some other software. See our guide to WhatsApp and ChatGPT. MultiChats does that connection for you, with the rules, limits and inbox already built.
Will my customers know an AI is replying?
If they ask, the agent doesn't deny it. Most people simply get a quick, useful answer in your tone.
Can it reply in other languages?
Yes. It replies in the language the customer writes in.
Want to try it on your own conversations?
Sign up in five minutes, no contract, from €150 a month excl. VAT. Or book a demo and we'll show you with a real message from your business.