WhatsApp Auto-Replies and a Knowledge Base: What Works Today

What can whatsappx.si answer automatically today?

whatsappx.si lets you scan the WhatsApp number you already have with a QR code, like WhatsApp Web, so your whole team replies from one shared inbox. You can also connect numbers through Meta’s official WhatsApp Business Platform. On either connection, two tools help with the questions customers ask again and again:

• Keyword auto-replies (available today). You set a keyword and a fixed reply. When an incoming message contains that keyword, whatsappx.si sends the reply from your number and logs it in the chat.
• A knowledge base for your team (available today). Your team writes short articles, such as a returns policy, delivery areas or opening hours. Teammates search those articles by keyword from the Knowledge assistant, find the matching article and use it to answer in their own words.

What is not available yet is an AI that writes replies to customers from your articles. That is coming soon (see below). Until then, every answer a customer gets is either a fixed keyword reply you wrote or a message a teammate sent.

whatsappx.si is also not a flow builder: there are no menus, buttons or branching scripts to design.

How do keyword auto-replies work?

Each rule has a name, a keyword and a reply, and you can switch it on or off at any time on the Automations page. When a message arrives on a connected number:

1. The text is checked against your enabled rules. Matching ignores upper and lower case, and the keyword can appear anywhere in the message. A rule with the keyword “opening hours” matches “What are your opening hours today?”.
2. The oldest matching rule wins. Rules are checked in the order you created them, and only the first match replies, so one incoming message gets at most one automated answer.
3. The reply is sent and logged. It goes out as a normal message from your number and appears in the thread, so a teammate opening the chat sees the question and the answer and can carry on. Each rule shows a run count, so you can see which ones are actually used.

Messages your team sends never trigger a rule. Keep two things in mind. First, rules check every incoming message, including messages in group chats, so use specific keywords if your number is in groups. Second, there is no pause between replies: if a customer sends the keyword three times, they get the reply three times.

On a number connected through Meta’s official platform, a reply to a message the customer just sent falls inside the 24-hour customer service window, when free-form messages are allowed. Since October 1, 2026, Meta includes 1,000 delivered service messages per number per month and charges for service messages after that (Meta pricing documentation, Meta: sending messages).

How do you choose good keywords?

Because a keyword matches anywhere in a message, short or common words fire far more often than you expect.

For example, a salon could create rules for “opening hours”, “parking” and “address”. A customer asking “where can I park?” gets the parking reply at once, and the stylist sees the question and the answer in the inbox before the next appointment.

How does the knowledge base help your team today?

The knowledge base is a set of articles stored in your workspace. In the Knowledge assistant, a teammate types a question and whatsappx.si looks for an article whose title or text contains a word from it, then shows that article. It is a keyword search for your team, not an AI, and it does not send anything to the customer.

That makes it useful when several people answer the same number. A new teammate does not need to ask a colleague what the returns window is; they look it up and reply with the correct details.

Articles work best when they are short and specific:

• One topic per article, such as “Returns and exchanges”, “Delivery areas” or “Appointment changes”, rather than one long FAQ.
• The answer in the first sentence, with background after it.
• Dates and conditions in full: “within 30 days of delivery, unused, with tags”, not “the usual period”.
• The words customers actually type, such as “refund”, “cancel” or “how much”, so the search finds the article.
• Replace an article when a policy changes, so no one quotes an old rule.

A practical way to start: pull up the last fifty questions your team answered on WhatsApp, group them by topic and write one article per group. Questions with a single fixed answer, such as hours and address, can also become keyword rules.

Are AI auto-replies available?

Coming soon, not available yet. We are working on AI replies that answer customers from your knowledge base articles. Today, whatsappx.si does not generate replies to customers with AI, and the knowledge base search does not use AI. Clear, well-organised articles written now will also be the starting material for AI replies when they launch.

What should you not automate?

Not every question belongs to an automated reply, even when you could write one. Keep these for people:

• Refunds, cancellations and complaints. A customer who is unhappy wants to be heard. An accurate but automated answer about the refund policy can read as a brush-off.
• Medical, legal, financial or safety advice. A clinic could automate “bring your previous reports and arrive ten minutes early”. It should not automate anything about symptoms, dosages or results.
• Anything with a commitment. “Yes, we can deliver by Friday” is a promise. A reply can describe typical delivery times; a person should confirm a date.
• Negotiation and pricing exceptions. A price list is fine. Discounts, quotes and “can you do better” are not.
• Identity and account changes. Never let an automated reply confirm, change or reveal personal details.

The simplest rule: if a wrong answer would cost you a customer, a sale or a liability, keep a person on it, and do not create a keyword rule for that topic.

Is an auto-reply the same as the automated messaging WhatsApp bans?

Not when it stays a reply. WhatsApp states that its products “are not intended for bulk or automated messaging” and that both have always violated its Terms of Service (WhatsApp Help Center, WhatsApp Terms of Service). Those rules target sending to people who did not ask to hear from you, at a volume no person would type.

A keyword auto-reply answers one person who just wrote to you, inside that conversation. WhatsApp’s Business Messaging Policy says businesses may use automation when responding during the 24-hour window, but must also have “prompt, clear, and direct escalation paths” to a human, and may only contact people who have opted in (WhatsApp Business Messaging Policy). That is why we suggest every reply ends with “reply here and a teammate will help”, and why a teammate should pick up the chat in the shared inbox.

A few more habits that keep a number healthy, whichever way it is connected:

• If you created a brand-new WhatsApp number, use it normally for 15–20 days before you connect it by QR code.
• When your team reaches out, send 5–10 messages at a time, with pauses, and only to people who opted in. Otherwise WhatsApp may restrict or block the number.
• Honor anyone who asks you to stop, and answer follow-up questions yourself.
• QR-linked numbers use WhatsApp’s linked-device feature. WhatsApp’s Help Center describes linking up to four devices, and linked devices log out if the phone is unused for more than 14 days (WhatsApp Help Center). For high volume, approved templates or automation at scale, connect a number through Meta’s official WhatsApp Business Platform instead.

Where does whatsappx.si fit?

Several WhatsApp tools offer much more automation than whatsappx.si does today, and it is fair to say so. As of October 2026, Gallabox offers AI agents with knowledge bases sized by plan and a no-code chatbot flow builder (Gallabox pricing); Trengo offers AI agents and AI Journeys (beta) across several channels (Trengo, Trengo pricing); respond.io offers workflows and AI Agents in an omnichannel inbox (respond.io, respond.io pricing). If you need AI that answers customers today, a bot that qualifies leads through a scripted conversation, or one inbox across Instagram and email, those products are stronger.

whatsappx.si takes a narrower approach. You scan the WhatsApp you already have, and the whole team replies from one shared inbox. Keyword auto-replies handle the questions that have one fixed answer, a knowledge base helps teammates answer the rest, and AI replies are coming soon. If you later need templates or higher volume, you can add numbers through Meta’s official WhatsApp Business Platform in the same workspace.

How do you get started?

1. List the questions your team answers most on WhatsApp.
2. For questions with one fixed answer, such as hours, address and parking, create keyword rules with specific keywords on the Automations page.
3. For everything else, write short knowledge base articles, one topic each, so teammates can look up the answer.
4. Send a test message from another phone to check each rule, then watch run counts and the shared inbox for a week.
5. Adjust keywords that fire too often, switch off rules nobody uses, and replace articles when a policy changes.

If an automated answer is ever wrong, the fix is the same every time: change the rule’s reply, not the customer conversation.