A good WhatsApp workflow feels helpful to the customer and manageable to the team. Start by listing the questions that arrive repeatedly, then note where a personal answer is essential.
Automation is strongest when it acknowledges a message, collects useful context, or shares a straightforward update. It should also make human handoff easy when a question is unusual or sensitive.
Think about the information your team needs after the chat. If a new enquiry must be copied manually into another system, connecting those steps may be more valuable than adding more automated messages.
Test the flow with real scenarios before expanding it. A short, clear reply that reaches the right person usually beats a complex menu.