Case study 02
A WhatsApp agent that answers before we do.
An AI agent answers WhatsApp enquiries for our business, asks the qualifying questions and hands the serious ones to one of us. Running since 16 April 2026.
The situation
Enquiries don’t wait for office hours.
Our enquiries come from the United States, Europe, the Gulf and Asia. A message sent at 2am their time would sit there until someone here got to it.
And a buyer comparing three suppliers usually goes with whoever replies first.
What we built
One narrow job, and a clear point where a person takes over.
The agent replies to WhatsApp enquiries, asks the questions one of us would ask, and decides whether a person needs to step in. It runs in n8n on the WhatsApp Business API and has been live since 16 April 2026.
01
Answer immediately
Every message gets a useful reply within seconds, at any hour, in the same WhatsApp thread.
02
Qualify, don’t sell
It asks what they need, what they use now and how soon they need it. It doesn’t negotiate, quote prices or promise anything.
03
Hand off cleanly
Anything about money, anything unusual and anything sensitive goes to a person with the full conversation attached, so the customer never has to repeat themselves.
Results
Where it stands.
The agent has answered our WhatsApp enquiries around the clock since 16 April 2026, across every time zone we sell into. It can’t quote a price or commit us to anything; those conversations always go to a person.
We’re measuring response times and resolution rates now. We’ll post them here once we have a full quarter of data.
What we’d change
What didn’t go to plan.
Most of the work went into deciding what the agent must never say: prices, commitments, and anything a customer could fairly take as a promise from us.
The first version was too eager. It tried to be helpful about scope and timelines, which is exactly what a customer remembers and quotes back to you later. Limiting what it can say made it more useful.
Losing deals to slow replies?
Plenty of deals are lost to a slow reply rather than a worse product. We can build the same agent on your WhatsApp number, connected to your CRM.