Customer support that never sleeps.

In Kenya, the conversation doesn't start on your website, it starts in WhatsApp. People ask the price, the location, whether you have something in stock, and whether they can pay on delivery, all in chat. The businesses that win are simply the ones that reply first and reply clearly. The problem is that "reply first" usually means a human staring at a phone all day.

A chatbot changes the maths. It answers the predictable 80% (hours, prices, availability, directions, order status) instantly, at any hour, in the same thread the customer already opened. Your team only steps in for the 20% that needs a person, and they step in with the full conversation already in front of them.

The clunky "Press 1 for sales" bots give automation a bad name. We build on the WhatsApp Business Cloud API, not the consumer app, and layer in language understanding, so a customer can type "do you have the 2kg one and how much to deliver to Kasarani" and get a real answer, not a dead end.

From there the bot can do work, not just talk: show a catalogue, take an order, trigger an M-Pesa STK Push so the customer pays inside the chat, confirm the payment, and book an appointment into a calendar. When it hits something it can't handle, it hands off cleanly to a human with the whole thread attached, so no one has to ask the customer to repeat themselves.

The bot runs on the WhatsApp Business Cloud API, not the free Business app, and that distinction sets the rules. Meta bills per conversation and opens a 24-hour service window each time a customer messages first. Inside that window you can reply freely; outside it, only a pre-approved template can start a conversation. A bot designed without that in mind either goes silent at the wrong moment or runs up a bill sending templates it did not need to send.

So the design work is mostly about the handful of things people ask: price, availability, location, opening hours, and whether they can pay on delivery. Those get answered instantly, at any hour. Orders trigger an STK push so payment happens in the chat. Anything the bot is not confident about goes to a human with the whole thread attached, rather than making the customer start again.

The part most quotes leave out: a WhatsApp bot has running costs. Meta charges per conversation through the Business API, and approval to use it takes a week or two. We set all of that up, explain the per-conversation pricing honestly so there are no surprises on your first bill, and build the flows to make each conversation count.

After launch, we watch the real conversations for the first couple of weeks and tune the bot, because customers always phrase things in ways no one predicted. That tuning is the difference between a bot people trust and one they try to escape.