WhatsApp + AI Chatbot
What It Can Do for Your Business
Automate answers, route to the right team, and hand over seamlessly to a human agent — all inside WhatsApp. Available 24/7 in English, Bahasa Malaysia, and Mandarin.
All WABA messages are charged per message by Meta, except for Service messages (user-initiated conversations) which are charged per 24-hour session — meaning unlimited messages within that window at one session fee.
Message categories: Marketing (per message) · Utility (per message) · Authentication/OTP (per message) · Service/Customer Service (per 24-hour session, user-initiated only). Pricing varies by destination country. Contact us for a quote.
6 Core Capabilities of WhatsApp + AI
Our WhatsApp AI system is built on the official WhatsApp Business API — combining approved templates with a natural language AI engine for seamless, intelligent customer interactions.
⚡ Instant Answers (FAQ)
Answer common questions 24/7 — pricing, product info, business hours, PBX extensions. Use MENU shortcuts and quick replies.
🧑💼 Smart Agent Handover
Let users type AGENT anytime. Keep the same WhatsApp thread — full chat history visible to the human agent.
✅ Official WABA Templates
WhatsApp-approved templates for greetings, OTP, alerts, and proactive notifications — with interactive buttons and personalised variables.
📊 Fast & Observable
Low-latency replies, delivery receipts, and webhook callbacks. Export conversation logs for QA and compliance.
🌐 Multilingual Replies
Serve customers in English, Bahasa Malaysia, and Simplified Chinese. AI detects language and replies accordingly automatically.
🔀 Smart Routing
Switch knowledge bases on demand — type 9 for PBX help. Route by topic, VIP status, or business hours.
Popular Use Cases
Real-world applications of WhatsApp AI across Malaysian businesses — from customer support to internal operations.
| Use Case | What It Looks Like in WhatsApp |
|---|---|
| Support & Troubleshooting | Self-serve FAQs, setup guides, PBX extension lookup, outage notices, and ticket creation. |
| Sales & Lead Capture | Pre-qualify leads, capture contact details, share brochures, schedule demos, handover to agent for closing. |
| Account & Billing | Plan info, payment reminders, invoices, usage FAQs, links to secure payment pages. |
| Proactive Notifications | Service updates, appointment reminders, onboarding journeys — using approved templates and opt-in rules. |
| PBX Help (type 9) | PBX extensions, calling codes, voicemail setup, softphone download links — via Cloud PBX knowledge base. |
| Human Escalation (AGENT) | Type AGENT for immediate handover; agent continues in the same WhatsApp thread. |
| Booking & Appointments | Users pick dates/times, AI confirms booking, sends calendar links, and reminders via WhatsApp. |
| Order Tracking | AI fetches order status by ID and posts real-time updates with tracking links. |
| Surveys & CSAT | 1–3 question pulse surveys after interactions; measure CSAT/NPS right inside WhatsApp. |
| Store / Branch Finder | User shares city/area; AI replies with nearest branches, hours, and Google Maps links. |
| Document Sharing | Send brochures, invoices, PDF guides; AI can summarise and link to relevant sections. |
Example User Prompts & AI Responses
| User Says | AI Responds |
|---|---|
| "What plans do you have for SMEs?" | Summarises SME plans, shares brochure link, offers to connect to an agent. |
| "How to set voicemail on Cloud PBX?" | Step-by-step guide. Offers a MENU shortcut for PBX topics. |
| "Where's my order #12345?" | Pulls current delivery status and tracking link. Offers updates. |
| "I need a human." | Asks a quick reason and transfers to an AGENT in the same thread. |
| "Speak Bahasa." | Switches to BM automatically for the rest of the conversation. |
Business Benefits
Reduce Missed Calls
Send WhatsApp follow-ups automatically when the line drops or agents are busy — no customer left waiting.
Faster First Response
AI replies within seconds — dramatically improving time-to-first-response and overall customer satisfaction.
Seamless Agent Handover
Keep the same WhatsApp thread when a human takes over — no context lost, no customer frustration.
Policy Compliant
Operate via official WABA templates and WhatsApp-approved policies to maintain your sender reputation.
Lower Support Cost
Deflect FAQs and simple tasks to AI — free your human agents to focus on complex, high-value cases.
24/7 Availability
Always-on service with multilingual support for Malaysia, Singapore, and Indonesia audiences.
Frequently Asked Questions
Do I need a WhatsApp Business API (WABA) account?
We can start you with our standard sender immediately, or onboard your own verified number for full brand ownership. iSMS handles the entire setup process.
Can I keep my current SMS/OTP setup while adding WhatsApp AI?
Yes. We can map your existing API to approved WhatsApp templates while you migrate at your own pace — no downtime required.
What languages are supported?
English, Bahasa Malaysia, and Simplified Chinese are supported out of the box. Additional languages are available on request.
How does agent handover work?
Users type AGENT at any time. We notify your team immediately and keep the full conversation history in the same WhatsApp thread for seamless continuity.
How long does it take to deploy?
Standard deployments typically take 3–7 business days depending on your knowledge base complexity and whether you need a new WABA number or use an existing one.
Launch WhatsApp + AI for Your Business
Start with our standard sender or bring your verified number. We'll help with template approvals, knowledge base setup, and full deployment.
📞 1800 87 7061 (Toll Free) · +603 2780 3880 (KL)