¿Qué es un chatbot de WhatsApp?
En términos técnicos, A rule-based or AI-driven conversational application that receives and sends WhatsApp messages through the Business Platform to answer questions or execute bounded tasks.
¿Por qué es importante?
Es importante porque A chatbot provides immediate self-service only when it has accurate context, reliable tools, and a clear human escalation path.
Cómo funciona
El sistema funciona así: Webhooks deliver messages. The bot classifies intent, retrieves context, follows rules or model policy, calls tools, responds, and records the outcome.
Ejemplo técnico
Ejemplo: A chatbot answers store hours, checks an order, collects missing information through a Flow, and transfers complaints to an agent.
Notas de implementación
Notas técnicas: Separate deterministic policy from wording. Add validation, prompt-injection defenses, permissions, confidence thresholds, opt-outs, templates, window logic, and handoff.
