Hi everyone! My name is Hallie, and I'm a Program Manager on our CXM Team. Our product team confirmed that this has been delivered with the release of Customer Agent's ability to connect to Whatsapp. You can read more about how to set this up in our KB. 😊
@hhigginsWe have integrated this alternative solution into Hubspot and it works great! In practice, however, it is difficult to direct the AI bot sufficiently to: 1. If the bot does not know the answer, it should immediately be forwarded to an employee: In some cases, the bot continues to ask questions because it does not know the answer, which annoys the customer. 2. The bot only has one role: we use WhatsApp for both support and sales.
3. The button to speak to an employee is unclear (perhaps due to the translation, which cannot be changed), so customers don't know exactly what to do.
I have to agree with @CD001. The AI is a different solution that works great, but it doesn't work as the other chatbots with workflows. The AI helps a lot, but there are still lots of blank spaces, since you can't configure it exactly as you need, because it has unexcpeted behaviours and basically chooses what to send according to few rules.
The chatbot fowrkflow gives us much more flexibility and control over the actions and definition of the actions that should be taken according to each conversation.
I have to agree with others here. An AI-agent is not the same as a chatflow where we can easily configure out of office and welcome messages. AI is not the solution for everything, especially these simple things
Hello! I wanted to share a quick update regarding this feature request. While Whatsapp chatbots aren't currently on the roadmap, Customer Agent can help solve for this need in the meantime. However, since that option is not specifically a Whatsapp chatbot, we are marking this as 'Alternative Solution' for the time being. Please continue to leave feedback here around Customer Agent as an alternative solution or what you'd want to see in a Whatsapp chatbot in the meantime. Thanks for your understanding and continued feedback!
