WhatsApp & Customer Support

Assist, don't auto-send

The safest pattern for SMEs: AI drafts, humans send. Your team sees suggested replies for common questions and personalizes before hitting send.

Rwandan customers trust people. AI should make your team faster, not invisible.

Top FAQ categories to document

Turn these into WhatsApp Business Quick Replies. Use ChatGPT to write 3 friendly variants per FAQ so messages don't feel robotic.

• check_circleOpening hours and location (with map link or landmark)
• check_circleMenu, products, and current prices
• check_circleDelivery areas, fees, and timing
• check_circleMoMo payment number and payment confirmation process
• check_circleReservations, bookings, and cancellation policy
• check_circleParking, Wi-Fi, accessibility, and group orders

Daily support workflow

• check_circleMorning — update Quick Replies if prices or specials changed
• check_circleIncoming message — staff picks template or asks AI for draft
• check_circleEdit names, order details, and tone; send from business number
• check_circleEscalate complaints and refunds to owner or supervisor
• check_circleEvening — note new questions for tomorrow's FAQ update

Response time goals

Aim for under 1 hour during business hours for first reply. AI cuts drafting time; discipline cuts delay.

Set auto-reply in WhatsApp Business: "Thanks for messaging — we'll reply shortly" — not fake AI pretending to be human.

Publish a FAQ on your website

A public FAQ page helps AI tools stay accurate and gives customers self-service. Update it when policies change.

When you're ready for integrated chat on your site or ordering inside WhatsApp, DrayenGroup builds those flows for Kigali businesses.