Product

• Messaging
• Conversational AI Cloud

Resolution

You can absolutely use bots with CM.com's Business Messaging and WhatsApp for Business. CM.com offers extensive chat bot solutions. Learn more here.

We also partner with several bot platforms with differing capabilities. Please note that these are additional services. You are also free to integrate any bot of your choosing on top of the Business Messaging API of CM.com yourself. Any messaging by a bot needs to comply with the same rules as any other WhatsApp message you send.

Additionally businesses that use automation of messaging are required to provide a direct human escalation path within the chat thread. Examples include human agent handoff, phone number, email, web support form, and prompting in-store visits. As WhatsApp is a place where users can connect with businesses for valuable information, they want to ensure that users can get a resolution to any inquiry, even if the situation is complex and requires human support. WhatsApp may review channels for direct human escalation reactively and may introduce more proactive review systems in the future.