What WhatsApp automation can do
WhatsApp automation covers several distinct capabilities, all powered by the WhatsApp Business API. The free WhatsApp Business App has basic auto-replies, but real automation requires the API.
Chatbot flows
A chatbot flow is an automated conversation that guides a customer through a process. A well-built flow for a clinic might work like this:
- Customer sends “Hi” on WhatsApp
- Chatbot replies with options: book, check services, ask a question
- Customer selects “Book an appointment”
- Chatbot asks which service, checks availability, offers time slots
- Customer picks a slot
- Chatbot confirms booking, sends calendar link, saves to CRM
- 24 hours before: automated reminder
- After appointment: automated review request
Every step after the customer's first message is automated. No receptionist needed.
Broadcast campaigns
Send a single message to thousands of contacts, segmented by tags, purchase history, or engagement level. Unlike the free app (capped at 256 contacts), the API has no recipient limit.
- Promotions: Limited-time discounts to lapsed customers
- Product launches: Announce new services to your full list
- Re-engagement: Personalised offers to bring customers back
Each broadcast message is charged as a marketing template (~S$0.07 per recipient). See our pricing guide for full details.
Automated follow-ups and drip sequences
- Lead enquires but doesn't book: follow-up at 24 hours, 3 days, 1 week
- Customer completes purchase: thank-you immediately, usage tips at 3 days, review request at 7 days
- Appointment booked: confirmation immediately, reminder at 24 hours, post-visit follow-up
Appointment reminders
WhatsApp reminders are more effective than SMS or email because the open rate is over 98%. Reminders sent as utility templates cost ~S$0.02 each, or free within an active service window.
Multi-agent inbox
When a conversation needs a human, the automation hands it off to the right team member. Automatic routing, conversation assignment, internal notes, and full conversation history.
How DoubleAM builds WhatsApp automation
- Map your workflows. We audit how your business handles customer conversations today.
- Design the flows. Chatbot flows, broadcast templates, and follow-up sequences based on your customer journey.
- Build and connect. WhatsApp API setup, chatbot build, CRM connection, multi-agent inbox.
- Launch and train. Team training, close monitoring for the first two weeks.
- Optimise monthly. We review chatbot completion rates, broadcast response rates, and follow-up conversion every month.
What this replaces (and what it doesn't)
Replaces: manually replying to every enquiry, copy-pasting answers, forgetting to follow up, sending reminders one by one, losing conversations across team phones.
Does not replace: relationship building with key accounts, complex negotiations, handling sensitive complaints, strategic business decisions.
The automation handles the volume. Your team handles the value.