How to answer customers on WhatsApp, Instagram and Messenger from one inbox
Put all three channels into one shared inbox, write down the answers you give every week once, and let software answer from those facts while a person takes anything it should not decide. Customers care most about how fast they get a straight answer, so the goal is a reply in minutes, including at night, without the owner watching three apps.
Step 1: connect the channels you already have
Customers write wherever they find you: WhatsApp from a website button, Instagram from a post, Messenger from a Facebook Page. Connect each through Meta's official sign-in so messages land in one place, and reply from there.
Step 2: write your facts once
List what you are asked every week: hours, address, prices you are happy to share, how booking works, delivery areas, refund rules. Keep each answer short and true. An assistant can only answer well from facts you gave it, and it should say so when it does not know.
Step 3: decide what only a person answers
Refunds, complaints, medical or legal questions, anything involving money moving or a promise you have not made. Write these down as hand-off topics. The customer should be told a person will reply, and the conversation should wait for you.
Step 4: keep a record against the contact
Save each enquiry against a contact: name, number, what they asked, what was said. Next time they write, you and the assistant see the history.
Step 5: check the replies every week
Read a sample of what went out. Fix a fact that was wrong, add one that was missing, and tighten the hand-off list. Automation that nobody reads drifts.
Questions people ask
How fast should I reply to a customer message?
There is no single rule, but customers on chat expect minutes, not hours. WhatsApp also lets you send free-form replies only inside a 24-hour window after the customer's last message, so a slow reply can cost you the easy way to answer.
Can one tool handle WhatsApp, Instagram and Messenger together?
Yes. Meta offers all three through its platform, and an inbox product can show them in one list. Each channel has its own rules, so check Meta's documentation for what each allows.
What should the AI never answer on its own?
Refunds, complaints, health or legal advice, and anything that commits you to money or a promise. Put them on the hand-off list so a person decides.
Does Woro AI do this?
Woro AI answers on WhatsApp, Instagram and Messenger from the business's own facts, hands off to a person when it should, and saves enquiries to contacts. See the home page for how it works.
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