Chatbot Strategy Playbook

Decides whether a client needs a chatbot, quick replies or no automation, then designs the flows, FAQ replies and human handoff for Messenger, Instagram DMs or WhatsApp, with Uganda and East African defaults.

Use When

• The inbox fills with the same questions every day: is a chatbot worth it, or will saved replies do?
• Design a Messenger or Instagram DM bot in ManyChat: welcome message, conversation tree, FAQ answers and quick-reply buttons.
• WhatsApp Business automation, from greeting and away messages to flows on the WhatsApp Business API.
• Build a WhatsApp chatbot that uses an LLM to answer customers in Luganda, Swahili or English from a knowledge base and passes complaints to a person.
• Write the human-handoff triggers, escalation rules and a pre-launch quality checklist for the bot.

Do Not Use When

• platform-whatsapp for the WhatsApp Business channel plan: profile, catalogue, Status and broadcast calendar.
• playbook-marketing-automation for triggered email, SMS and WhatsApp sequences across the customer lifecycle.
• playbook-community-management for how staff answer comments, reviews and inbox complaints by hand.
• Stop before switching on a live bot, connecting customer data or messaging customers without the client's written approval and a Uganda DPPA 2019 consent check; deliver the flows for sign-off.

Required Inputs