Sending Automatic Replies for Customer Questions Using Whatsapp Chatbots

Updated April 17, 2026 · 2 minute read

Automating your WhatsApp replies in ZEPIC allows your business to stay responsive even when your team is offline.

By using ZEPIC Flows, you can create sub-flows that branch out based on a specific customer.

Here is how to structure these using ZEPIC WhatsApp chatbots for a typical e-commerce brand.

Using branched logic helps solve the problem of generic, unhelpful automated responses:

•Personalized Journeys: Customers receive information specific to their needs rather than a one-size-fits-all message.
•Multi-Channel Lead Capture: Automatically transition a WhatsApp chat into an email lead for long-term marketing.
•Operational Efficiency: Handle routine data gathering (like shipping addresses) before a human agent even joins the chat.

The following examples represent the most common paths a customer takes when interacting with an e-commerce WhatsApp bot.

This flow triggers when a user asks about a specific product or its cost on WhatsApp. When asked for the price, the WhatsApp chatbot engages by:

•Telling the user "The price for [Product] is [Price]. Would you like me to email you our full catalog and a 10% discount code?"
•Then ask the user for their email address.
•ZEPIC flows can then trigger an Email Campaign node with the catalog and update the customer’s profile in your CRM via Platform, CRM, or Ecommerce Tool.

This flow triggers when a user asks, "Where is my order?" or "How long is shipping?"

•The WhatsApp chatbot replies, "I can check that for you! Are you looking for a delivery timeframe or the status of an existing order?"
•The bot prompts the user to enter their Order ID.
•The bot pulls data from Shopify and replies with the current tracking link. If the order is delayed, it offers to notify a human agent.

This WhatsApp Chatbot automation can be triggered when a user has a problem that automation cannot solve, such as a damaged item.

•The chatbot can say, "I'm sorry to hear that. To help our team resolve this, could you please upload a photo of the item?"
•After the User uploads an image.
•The bot can send a confirmation: "Got it! A specialist will review this and reply to you in the Team Inbox within 12 hours." The conversation is also available in your Team Inbox for the right agent to look into it.

Customer Prompt	Automated Follow-up	Backend Trigger/Action
"Is this in stock?"	Asks for size/color and provides availability status.	Triggers a "Back in Stock" notification if the item is currently out.
"I want to buy this."	Asks for the delivery pin code to check serviceability.	Saves the location data to the user profile for localized marketing.
"Help/Agent"	Sets expectations for reply time (e.g., 2-3 hours).	Moves the conversation to the Team Inbox and alerts the support team.

Want to know more about WhatsApp messages? Learn how you can improve WhatsApp deliverability for your utility and marketing messages!