What are the best practices for customer service on WhatsApp?
Reply fast, have clear hours, one person responsible per conversation, templates ready for follow-ups, and hand over to a human for delicate cases.
WhatsApp is a conversation channel: customers expect fast, human replies. Here is what makes the difference.
- Reply within minutes: an AI agent does it at any hour.
- Display your hours and keep them.
- One conversation, one responsible person: assign it.
- Keep the history in one place, so anyone can pick up.
- Prepare a few templates to follow up outside the 24-hour window.
- Hand over to a human for complaints and sensitive situations.
- Ask for a review after a successful service.
The WhatzAI inbox gathers your numbers in one feed, with assignment, internal notes and reply-speed statistics.
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Updated 18 October 2026. Meta's rules change: if in doubt, check WhatsApp Business's official documentation.