Best Practices

Safe Practices (DO these):
✅ Only message contacts who have messaged you first (via WhatsApp Web).
✅ For outbound campaigns, use WABA Official API with approved templates.
✅ Keep messages conversational and relevant to what the user asked.
✅ Honor opt-out requests immediately.
✅ Use a business-registered phone number for WABA.
✅ Always add Delay nodes between consecutive messages.

Things to Avoid (DON'T do these):
❌ Send bulk promotional messages via WhatsApp Web to cold leads.
❌ Send the same message to hundreds of people rapidly.
❌ Use short/suspicious URLs in messages.
❌ Ignore customer replies — respond within reasonable time.
❌ Send more than 1-2 messages without waiting for a reply.

A great system prompt = a great AI agent. Use this formula:

1. Define the Role:
"You are Maria, a customer support agent for CleanHome Services in Karachi."

2. Provide Business Context:
"We offer home cleaning, laundry, and pest control. Pricing starts at Rs. 2,000 per visit."

3. Set the Tone:
"Be friendly, warm, and professional. Use the customer's name when you know it."

4. Set Boundaries:
"Only answer questions related to our services. If asked about competitors, politely redirect."

5. Handle Unknowns:
"If you don't know the answer, say: 'Let me connect you with our team for more details.'"

6. Language:
"Respond in the same language the customer uses — Urdu or English."

7. Call to Action:
"Always end with a helpful next step or question to keep the conversation going."

Performance:
• Always add a Delay (1-2 seconds) between consecutive messages to feel natural.
• Split long messages into 2-3 shorter ones for better readability on mobile.

User Experience:
• Use Button Messages instead of text menus whenever possible — easier to tap.
• Always have a Fallback automation as a safety net for unexpected messages.
• Collect the user's name early and use {{name}} to personalize all messages.

Testing:
• Test every flow with your own WhatsApp number before activating.
• Use End Session to reset and re-trigger to test the full flow from scratch.
• Check that all variable collections work as expected.

Reliability:
• Use Condition nodes to handle edge cases (e.g. user enters invalid input).
• Always include an End Chat node at the end of completed flows.
• For HTTP Request nodes, handle both success and failure paths.

Message Templates:
• Keep templates short, clear, and personalized (use the customer's name variable).
• Include a clear call to action (e.g. "Reply YES to confirm your appointment").
• Avoid overly promotional language — Meta may reject templates with "Buy now!" or "Limited offer!".

Timing:
• Schedule campaigns during business hours (10am–7pm local time).
• Space out campaigns — don't send to the same list more than once per week.

List Quality:
• Remove invalid/inactive numbers before importing.
• Segment your list — send relevant messages to relevant contacts.
• Small, targeted lists perform better than large, generic blasts.