Automating your WhatsApp messages with Bedones lets you answer repetitive questions immediately without turning your customer relationship into a robotic exchange. The agent knows your catalogue, uses the information you validated and hands over when a decision or a verification is needed. Your role remains essential at the start: read its exchanges every day, correct the useful details and gradually give it more autonomy.
Make the catalogue the source of your WhatsApp replies
A WhatsApp agent replies correctly when your Bedones catalogue holds the information your team would use to sell. Prices, variants, stock, dimensions, delivery terms and payment methods must not live in separate notes or in one person’s memory. When a customer asks “Do you still have the blue one in M?”, the agent must be able to find the exact item and answer without guessing.
Start by giving every item a stable retailer_id. That identifier makes it possible to recognise the same product even if its name, photo or price change. Then write a complete, concrete description: what the product is, who it suits, its variants, its features and the points that keep coming up in your conversations. A clear record helps the agent learn your items automatically and limits the vague replies that force the customer to ask again.
The catalogue must stay up to date, because wrong information sent instantly is still a promise made in your shop’s name. Correct the price, the stock or the availability as soon as they change, and the agent will use the new data on WhatsApp and the other channels. The guide to connecting your WhatsApp catalogue to Bedones presents a simple method for preparing those records.
Give the WhatsApp agent a salesperson’s voice, not a form’s
A WhatsApp reply feels human when it is short, precise and tied to the question asked. Bedones is configured to reply like a member of your team: it picks up the useful information, adapts the wording to the conversation and avoids long standardised messages. Many tools fill the chat with administrative paragraphs; the customer then realises they are talking to an automation and often gives up before choosing a product.
Define a few voice rules that are easy to apply. Choose informal or formal language, list the words your audience uses, say whether emojis are appropriate and ask for replies of two or three sentences when a short answer is enough. You can also state the information to request before talking about delivery, such as the city or the chosen variant. The agent then has a consistent framework without reciting a frozen script.
The tone must always serve the truth. The agent must not invent availability, a lead time or a promotion to make a message nicer. If it cannot find the data, it must say so simply and pass the request on. That transparency is more reassuring than an immediate but uncertain reply, and it protects the trust built in the conversation.
Open a ticket when the agent cannot decide for you
A WhatsApp ticket must be created as soon as a conversation needs a human decision, a verification or particular attention. A complaint, a refund, a missing order, a defective product, a request for a large discount or a very unhappy customer must not be treated like a frequent question. The agent gathers the context and hands over to you, instead of continuing a reply that could make the problem worse.
Also list the topics the agent must never answer alone. For example, do not let it confirm a payment it cannot verify, change an address after shipping, reveal personal information in a group, give medical or legal advice, or accept a commercial exception. Good automation does not try to cover every case: it knows how to recognise the moments when your judgement adds more value.
Ticket rules can evolve with your team. At the start, escalate a few more conversations and watch which ones you can later leave to the agent. Read the replies and the tickets of the first week daily, then enrich the product records or the instructions based on the mistakes you observed. The process resembles training a new salesperson, except the learnings then benefit every exchange.
Connect WhatsApp, then extend the same quality to the other channels
WhatsApp is often the best starting point, because it concentrates the exchanges closest to the order. Test a few well-documented items first, check the tone and the tickets created, then progressively add the rest of the catalogue. The agent will learn from your items and your feedback, without asking you to write a long tree of automatic replies.
The same catalogue source then keeps replies consistent on the other platforms. A customer who discovers you on Instagram or TikTok must find the same price and the same information when they arrive on WhatsApp. Also see the guides dedicated to Instagram messages, TikTok messages and Facebook and Messenger messages.
To start simply, connect your account, add a few complete records and read the first exchanges: your automation stays under your supervision.