Answers outside office hours
The driving school's late-evening enquiries get fees and timing information at 11pm, not a next-morning reply that's already lost the customer to whoever answered first.
AvailableWhatsApp Customer Engagement
Automate common customer questions
The business answers routine questions instantly, day or night, without adding support staff.
Works with
What it does
How Wavy handles this
An owner drags nodes onto a canvas to define a decision tree — trigger keywords, send-message steps, question-and-branch logic, and a handoff-to-human exit. Once published, the bot intercepts incoming messages and only escalates when it runs out of matching branches.
A driving school gets the same four questions on WhatsApp every evening — fees, timings, documents needed, whether two-wheeler lessons run on Sundays — and by the time the instructor finishes for the day, eleven of them are still sitting unanswered. Half the askers have already messaged a competitor by morning.
The chatbot flow builder turns those four answers into a decision tree that runs the moment a message arrives, at 11pm as readily as 11am. An owner drags together trigger keywords, replies, and branching questions on a canvas, publishes it, and the bot answers what it recognises and passes everything else straight to a human — no coding, no waiting for office hours.
Where automate common customer questions happens
Wavy runs this directly on the platforms your customers already use — no separate app for them to install.
- Messenger
- Telegram
How it works
Step by step
- 01
Sketch the decision tree
Drag nodes onto a canvas for trigger keywords like 'fees' or 'timing', the reply each should send, and branch points where the customer's answer decides exactly what comes next in the flow the owner has built.
- 02
Add a human-handoff exit
Attach an escalation node for anything the tree doesn't cover — an explicit request for a person, or three unmatched replies in a row — so the conversation lands in the shared inbox instead of dead-ending on the customer.
- 03
Test the flow before publishing
Run sample messages through the draft flow to see exactly which branch each one triggers, catching keyword clashes or awkward dead ends before real customers ever run into them on a live, working phone number.
- 04
Publish and let it run
Once live, the inbound-message router checks each new message against the flow's saved session state and moves the conversation to the matching next node automatically, without anyone having to watch it happen in real time.
Why it matters
What you get out of it
No support hire needed
Routine questions that used to eat into an instructor's or owner's evening are handled by the flow, freeing that time for actual teaching or floor work.
No dead-end conversations
The handoff exit means a confused or angry customer reaches a person quickly instead of being trapped in a bot loop that has no answer for their actual question.
The detail
What to know before you rely on it
The flow builder matches on keywords and predefined session states, which means it is only as good as the phrasing it was built to expect. 'Fees' and 'fee' might both be covered, but 'how much does it cost' may not be, unless the flow was written with that variation in mind or an LLM-assisted layer catches paraphrased questions. A flow handling only exact keywords will misfire on customers writing in their own words, and every misfire with no handoff exit leaves a customer staring at an unhelpful reply.
That handoff exit is not optional in any flow worth publishing. A bot with no path to a human is a dead end disguised as automation — the moment a question falls outside the tree, or a customer asks for a person, the conversation needs to land in the shared team inbox immediately, not after another round of bot deflection. Wavy never lets an automated responder pretend to be human; customers can always tell they're talking to a flow and can always ask their way out of it.
Session state — where a customer currently sits in the tree — has to persist properly. If the system restarts mid-conversation and forgets a customer was three questions into a branch, they either get asked the same question again or land somewhere in the tree that makes no sense. A stale session is swept automatically after inactivity and reverted to fresh, so a customer who messaged three weeks ago and writes again today starts clean rather than resuming a conversation everyone else has forgotten.
Industry use cases
Where this earns its keep
13 industries where Wavy applies this directly.
Wavy lets a dealership or service center send test-drive confirmations, service reminders, and vehicle catalog browsing over WhatsApp instead of phone tag.
A customer messages a dealership's WhatsApp number after seeing a Click-to-WhatsApp ad, browses the vehicle catalog in-chat, and books a test drive slot through a native form that checks the showroom's real-time calendar.
See the automotive playbookWavy qualifies inbound leads with a chatbot flow and hands warm prospects to a sales rep with full conversation context, cutting response time on new inquiries.
A prospect fills out a website contact form, receives an automated WhatsApp qualification flow asking about company size and budget, and is routed to the assigned account executive's shared inbox queue the moment they answer "yes" to wanting a demo.
See the b2b sales playbookWavy sends authentication codes and utility notifications (statement ready, payment due) through Meta's restricted authentication and utility template categories, keeping regulated communication compliant.
A lending business sends a one-time passcode via an authentication template when a customer logs into their loan portal, and later sends a utility template reminding them a payment is due in three days.
See the banking and finance playbookWavy lets a cosmetics brand showcase its product catalog, recover abandoned carts, and answer shade or ingredient questions through an AI-assisted chatbot.
A shopper browses a product catalog inside WhatsApp, adds a lipstick shade to their cart, doesn't complete checkout, and receives a reminder message with the exact shade and a link back to the cart twenty minutes later.
See the beauty and cosmetics playbookWavy automates admissions inquiries, class reminders, and parent-teacher scheduling through native in-chat forms.
A prospective student messages an ed-tech company's number, completes a lead-capture flow asking about the course of interest, and is booked into a counselor's calendar slot without ever leaving WhatsApp.
See the education playbookWavy gives an independent consultant a shared-inbox-style client conversation log and automated appointment reminders without needing enterprise tooling.
A freelance designer sets up a simple keyword-triggered flow so new client inquiries automatically receive a portfolio link and a booking form for a discovery call.
See the freelancers and consultants playbookWavy reduces appointment no-shows for clinics and wellness practitioners with automated confirmations and pre-visit reminder templates.
A patient books a consultation through a native form, receives a reminder template the morning of the appointment with confirm/reschedule quick-reply buttons, and gets a post-visit follow-up message asking for feedback.
See the health and wellness playbookWavy helps a home décor or furniture business share catalogs, quote custom orders, and follow up on abandoned inquiries.
A customer asks about curtain pricing via a click-to-chat website widget, browses a curated catalog of fabric options in-chat, and receives a follow-up message a day later if they didn't confirm an order.
See the home decor and furnishing playbookWavy gives an agency a multi-client, multi-number workspace to run WhatsApp campaigns for several brands from one login with per-client analytics.
An agency manages WhatsApp numbers for three retail clients inside one Wavy workspace, with agents scoped to only the numbers for their assigned client and separate campaign-performance dashboards per brand.
See the marketing agencies playbookWavy captures property inquiries from ads and portals, qualifies buyer intent through a chatbot flow, and schedules site visits.
A buyer clicks a Click-to-WhatsApp ad for a listed property, answers a short qualification flow about budget and timeline, and books a site-visit slot through a native form connected to the agent's calendar.
See the real estate playbookWavy takes reservation requests, shares a menu catalog, and sends order-ready notifications over WhatsApp.
A diner messages the restaurant's number to check table availability, receives a native booking form to select party size and time, and gets a confirmation template once the table is locked in.
See the restaurants and food playbookWavy automates appointment booking, stylist-specific reminders, and rebooking prompts to keep chairs filled.
A regular client receives an automated reminder that their usual six-week haircut appointment is due, taps a quick-reply button to confirm the suggested slot, and gets a same-day reminder message before their visit.
See the spas and salons playbookWavy handles itinerary questions, booking confirmations, and pre-trip reminders for tour operators and travel agencies.
A traveler inquires about a weekend package via a QR code at a travel fair booth, completes a native form capturing travel dates and group size, and receives a utility template confirming the booking with itinerary details attached.
See the travel and tourism playbookMore from Wavy
Everything else it handles
Reach opted-in customers at scale
The business reaches thousands of opted-in customers with one send instead of manually messaging contacts one by one.
Learn moreCollect structured data in-chat
The business collects clean, structured customer data (bookings, orders, applications) without redirecting people to an external website.
Learn moreLet a team share one WhatsApp number
Multiple staff members handle customer conversations from one WhatsApp number without stepping on each other or losing context.
Learn moreSell products directly in chat
Customers browse products, ask questions, and place an order without leaving the WhatsApp conversation.
Learn moreRecover lost sales automatically
The business wins back sales that would otherwise be lost when a customer starts checkout but doesn't finish.
Learn moreCut no-shows with automated reminders
The business fills more of its calendar and loses fewer no-shows by confirming and reminding customers automatically.
Learn moreQuestions
Straight answers.
What happens when a customer types something the flow doesn't recognise?
It falls through to whatever the flow is built to do next — usually a generic 'let me connect you to someone' message and an automatic handoff to the shared inbox for a human to pick up. A well-built flow limits how many unmatched replies it tolerates before escalating, rather than repeating 'sorry, I didn't understand that' to the same frustrated customer over and over again.
Can the bot handle free-text questions, or only exact keywords?
Keyword matching alone only catches phrasing it was explicitly built for. An optional LLM-assisted layer can interpret paraphrased or free-text questions and map them to the right branch, but it needs to be enabled and properly tested against the real phrasing the driving school's own customers actually tend to use in practice, not simply assumed to work correctly straight out of the box.
Will customers know they're talking to a bot, not a person?
Yes — the flow always identifies itself as automated, and every published flow must include a way for a customer to reach a real person on request. Wavy does not allow a bot to pretend to be human under any circumstance, and the handoff has to happen immediately once asked, not after several more rounds of automated replies trying to help first.
How is this different from the AI agent handoff capability?
The flow builder is a decision tree you design branch by branch, ideal for a fixed set of frequently asked questions like fees and timings. AI agent handoff instead uses a knowledge base and an LLM to answer more open-ended questions and qualify leads before escalating — the two can run together, with the flow handling the obvious cases and AI or a human catching everything else.
The rest of your stack
It plugs into what you already run.
Wavy connects to your tools
No rip-and-replace — automate common customer questions works alongside the systems already running your business.
- Meta
- Shopify
- WooCommerce
- Razorpay
- Stripe
- Google Sheets
- Zapier
- HubSpot
- Zoho
- Airtable
- Make
- Slack
Available today