Description
Summary Goal: Automate first-line buyer enquiries on WhatsApp Business so the founder is only pulled in for actual negotiation, payment confirmation, and edge cases, not repetitive questions. Scope: Platform: Set up via WhatsApp Business API (not just the free WhatsApp Business app) using a provider with a free or low-cost tier, e.g. AiSensy, Respond.io, or Wati. Need your recommendation on which suits a single-operator small business in South Africa best, including local payment/billing support. Auto-reply flows to build: Welcome message triggered on first contact, introducing EcoBuiltConnect and offering quick-reply buttons: "Browse Products," "Ask About an Item," "Sell With Us," "Track My Order." FAQ bot answering the most common questions automatically (condition of items, collection vs delivery, payment methods accepted,location/operating hours, how the marketplace works). I'll supply the actual Q&A content. Product enquiry flow: when a buyer messages about a specific item (ideally triggered via a "Send WhatsApp Enquiry" button from each product page on the website, pre-filled with the item name), the bot confirms availability status and price, then asks if they want to reserve it or speak to a person. Reservation/urgency logic: if reserving, bot confirms "this item is held for 24 hours" and notifies me to follow up personally within that window. Handoff trigger: any message involving price negotiation, payment, or a request the bot can't answer gets flagged and routed to me directly, with the bot replying "Connecting you with our team_ typical reply time under X hours." Broadcast capability: Set up the ability to send a weekly broadcast list message (e.g. every Monday, "What's New" listings) to opted-in contacts, compliant with WhatsApp's broadcast/marketing message rules. Integration (nice-to-have, confirm feasibility/cost): Connect the bot to the product catalog on ecobuiltconnect.co.za so it can pull live stock status and price rather than needing manual updates. Deliverables: Working automated flow live on the business WhatsApp number Simple documentation/training video on how to edit FAQ answers and broadcast messages myself going forward, without needing the freelancer again A short report on ongoing costs (API/message fees) at current volume and at 5x volume Out of scope / must stay human-handled: price negotiation, payment confirmation, dispute resolution, seller onboarding calls.