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Build a WhatsApp bot in Naffes CRM from a ready-made template

The fastest route to a working WhatsApp bot in Naffes CRM is a ready-made Arabic and English template that you then tailor to your business. This guide covers creating, editing and switching on a bot, and how an agent takes a conversation over when a human is needed.

Last updated3 min read

Before you start

  • A WhatsApp number registered and receiving messages in the workspace through Twilio.
  • Workspace-admin rights, since bots are built from Settings.
  • Bots run on WhatsApp only. SMS threads never get bot replies, and Instagram and Messenger bots are marked “coming soon”.

Create the bot

  1. Open the bot settings

    Go to Settings → Automation → AI Bot and click New bot.

  2. Choose a starting point

    Pick a template: appointment booking, general sales qualification, medical-tourism qualification or real-estate lead qualification. Or choose Start from scratch for a very different flow.

  3. Fill in the template

    The template asks for your business details so it can tailor its messages; it will not create the bot while a required field is empty. Click Create bot.

  4. Edit the flow

    Click Flow to open the visual editor. Add or change steps: messages, button menus, questions, multi-question forms, media, branches on answers, setting fields, creating the lead, moving the pipeline stage, calling an external API, timed waits, an AI turn and handoff to a person.

  5. Set persona and AI

    Under Personality & AI, write the persona (system prompt) and greeting and choose the model. Then set Working hours and the away message sent outside them.

  6. Switch it on

    Turn on Enable AI bot. The bot now auto-replies to inbound WhatsApp messages until a person takes the conversation over.

How the bot behaves with customers

  • Buttons: menus with up to 3 options show as quick-reply buttons; 4 to 10 options show as a native WhatsApp list picker.
  • Free text: anything the script cannot match is answered by AI with the bot's persona and model.
  • Automatic handoff: when the customer asks for a human, sends nonsense, or the chat loops, the thread goes to a person.
  • Booking: the bot creates a real meeting hosted by the rep who owns the conversation, or sends that rep's booking link if they have one. On an unassigned thread nothing is booked until someone owns it. See meetings.

After a week live, open the flow editor to see how many conversations reached each step over the last 30 days. A step that 200 customers reach and only 60 get past deserves a clearer question or fewer options.

Take a conversation over from the bot

  1. Find the conversation

    In the Inbox, pick the Bot handling view to see threads the bot is running, and open the one you need.

  2. Click Take over

    The bot stops answering this thread only. You reply yourself, and can ask AI for suggested replies.

  3. Hand it back

    When you are done, click Return to bot so it carries on with the customer.

Limits to know

AI answers to free text need AI to be configured on the platform. Automatic follow-up of leads who went quiet after a bot message is off by default and can only be enabled per workspace in the server configuration. For the full capability overview, see the WhatsApp bot feature page.

Questions

Questions 2

Can I run more than one bot?

Yes. Admins can create several bots per workspace, each with its own channel, persona and settings.

What happens when a customer writes outside working hours?

The bot sends the away message you set in its working-hours settings.