WhatsApp and website chatbots: a practical guide for Tunisian businesses

Opening hours, order status, prices, availability, appointments: many of the messages you receive on WhatsApp, Instagram or your website repeat themselves. An AI assistant can answer them at any hour, as long as it is well fed and well supervised. Here is how to set one up without disappointing your customers.

What an assistant does well

answer frequent questions from your own documents (FAQ, delivery terms, catalogue);
give up-to-date information such as stock, order status or available slots, when it is connected to your tools;
book an appointment, open a ticket or send an email;
qualify a sales enquiry (need, size, budget) before passing it to a salesperson;
hand over to a member of your team as soon as needed: complaints, refunds, unhappy customers.

What not to hand to it

commitments nobody has approved: discounts, exceptional deadlines, contract terms;
made-up answers: if it can't find the information in your documents, it must say so and offer a human contact;
sensitive data without clear rules.

Prepare the knowledge base

Answer quality depends first on your documents. Gather an up-to-date FAQ, your terms of sale and delivery, your opening hours, your public prices and your catalogue. Write them in French and Arabic if your customers use both. Remove outdated versions: an assistant faithfully repeats wrong information.

WhatsApp: the platform's rules

The WhatsApp Business API has its own rules. In short: you can reply freely to a customer for 24 hours after their last message; after that, or to write first, you must use message templates approved by Meta and have the customer's consent (opt-in). Plan your follow-ups with templates, not free-form messages, and check Meta's WhatsApp Business messaging policy for the details.

Personal data

Phone numbers, names and conversation histories are personal data. In Tunisia their processing is governed by Organic Law No. 2004-63 of 27 July 2004, overseen by the National Authority for the Protection of Personal Data (INPDP). Inform your customers, limit what you collect, and check with your adviser which formalities apply to your processing, especially if the data is hosted abroad.

Measure, then adjust

share of conversations resolved without a person, and share handed over;
unanswered questions: they show what is missing from your knowledge base;
qualified sales enquiries;
AI model cost per conversation.

With Ask Nexora

Ask Nexora is our AI assistant platform. You upload your documents (PDF, TXT, CSV, Markdown, DOCX or a public URL), connect the AI provider of your choice with your own key (OpenAI, Anthropic, Google, Mistral, DeepSeek, xAI, Groq, or local models through Ollama), then deploy the same assistant on your website, WhatsApp, Instagram, Telegram, Messenger and voice. Actions run through MCP (appointments, emails, tickets, live data), every conversation lands in one inbox, and the assistant hands over to a person when needed. You can start for free, or let us set it up through our AI & automation service.