A customer sends your client a WhatsApp message: “Do you offer consultations on Saturday morning?” The answer may already be on the website, but the customer has chosen to ask in chat.
For an agency, that creates another service to offer alongside marketing. A white label WhatsApp chatbot can answer questions using the client’s approved information, collect enquiry details and help customers take the next step. Your agency manages the setup and ongoing service under its own brand.
The work starts with understanding which conversations need help and what the client’s team should receive from them.
Disclosure: Growby and Robofy are associated with Sprouto InfoSolutions Pvt. Ltd. This guide explains how their marketing and conversational capabilities can work together in an agency service.
1. Why businesses increasingly need automated WhatsApp customer conversations
A business that already receives enquiries on WhatsApp needs a process for answering them. During busy periods, the same employees may be handling calls, serving customers and checking messages.
Some questions are straightforward: opening hours, service areas, parking or how to request an appointment. Others need more detail before staff can help. Automation can handle part of that work and prepare enquiries for follow-up.
Review recent conversations with the client. Look for repeated questions, messages waiting until the next working day and missing details that cause unnecessary back-and-forth.
That review should shape the service. One client may need answers outside reception hours; another may need more complete requests before a salesperson calls. Agree on the problem before choosing the features.
2. What a WhatsApp AI chatbot does
A WhatsApp AI chatbot uses configured business information and instructions to respond to customer messages. Customers can ask questions in their own words and continue with follow-ups.
An agency can prepare it using approved website content, FAQs, service information and policy documents. The assistant can then explain those topics and, where configured, collect details for a callback or booking request.
Live information needs a separate connection. A published document can explain booking procedures; checking an available slot requires access to the scheduling system. Confirming a booking requires that system to accept it.
The agency should test common questions, follow-ups and requests outside the available information. When an answer needs a person, the conversation should offer the client’s agreed support route.
3. Three services agencies can package and offer
Agencies can organize their WhatsApp services around three roles: answering questions, qualifying enquiries and completing connected tasks. These align with Robofy’s Support Agent, Lead Agent and Action Agent. Each package should explain what the customer can do and what the client’s team remains responsible for.
Support Agent for routine customer enquiries
The Support Agent helps customers understand the business’s published services, opening hours, locations and policies. A customer can ask a question, clarify a detail and continue the conversation without searching through several pages.
For example, a retailer’s assistant could explain the approved returns policy and where to find the relevant instructions. A request for an exception would go to the client’s team.
Your agency prepares the knowledge sources, resolves conflicting information and configures the support route. The recurring service includes reviewing unanswered questions and updating information when the business changes.
Lead Agent for qualification and follow-up
The Lead Agent collects the details staff need before responding to an enquiry. When a customer asks for a quote, it can establish the service required, location and preferred contact time through a short conversation.
Your agency agrees on useful fields with the sales team and checks where completed enquiries arrive. Customers should have a clear next step, and staff should receive enough information to follow up.
Keep the questions relevant to the decision. Collecting more information is useful only when it helps the team handle the enquiry.
Action Agent for bookings and connected tasks
The Action Agent connects the conversation to tasks in the client’s business systems. Depending on the configured integrations and permissions, these can include checking availability, booking or rescheduling an appointment, retrieving order information or updating a record.
Booking is one use case within this service. For example, the agent could check a connected calendar and create an appointment when the scheduling system accepts the request. Sharing a booking link or collecting a preferred time provides booking assistance, but does not establish that an appointment has been confirmed.
Your agency scopes the permitted actions, configures the connections and tests successful and failed requests. Include only the workflows you have verified for the client’s WhatsApp setup.
4. How Growby and Robofy work together in one agency service package
Growby supports WhatsApp marketing and automation. Robofy provides the AI conversation that helps answer questions and collect enquiries. Your agency keeps the campaign, the business information and the follow-up process consistent.
The table below shows how responsibilities can be divided. Connected CRM and notification workflows still need to be configured and tested for the client.
| Operational Stage | Product Role | Agency Responsibility |
|---|---|---|
| Campaign Outreach | Growby sends approved WhatsApp broadcasts to opted-in audiences. | Prepare campaign copy, segment the audience and schedule delivery. |
| Inbound Query Response | Robofy answers enquiries using the client’s configured knowledge. | Approve the sources, test answers and update changing information. |
| Lead Qualification | Robofy collects the agreed details during the conversation. | Choose useful qualification fields and check where completed enquiries arrive. |
| Human Escalation | Robofy can create a handoff request and notify the team through configured settings. | Assign responsibility for follow-up and agree on response times. |
| CRM & Follow-up | A connected workflow can pass captured enquiry details to the client’s CRM. | Map the fields, test the destination and check that staff act on requests. |
Before sending a campaign, check whether the assistant can explain the advertised offer. Confirm that replies reach the correct business number and connected agent. Then follow a test enquiry through to the receiving team.
5. A practical example: Supporting a local healthcare clinic
Consider a dental practice whose reception team handles calls, patient arrivals and WhatsApp messages. This is an illustrative administrative workflow, not a reported customer case study.
The agency prepares the assistant using the clinic’s approved opening hours, locations, consultation information and booking instructions. The practice manager resolves differences between current information and older brochures.
A customer asks about a Saturday consultation. The assistant explains the published booking process, shares the booking link or collects the preferred day and contact details, depending on the setup.
The agency then checks three things with the clinic:
- Does the answer match the practice’s approved information?
- Does the appointment request reach the correct reception team?
- Does a question outside the administrative scope lead to the practice’s approved contact route?
Clinical questions remain with the practice’s staff. The intended result is a request reception can follow up, with enough information to respond. Claims about time saved or fewer missed enquiries would need evidence from the live service.
6. How agencies can package and price WhatsApp chatbot services
Separate the initial implementation from ongoing management. Explain what the monthly service includes, how usage is handled and which changes require another estimate.
Recommended Service Packages
| Package | Included Scope | Pricing Considerations |
|---|---|---|
| Support Agent | Published FAQ answers, opening hours, directions, configured support requests and scheduled content reviews. | Allow for conversation volume, information updates and review time. |
| Lead Agent | Support features plus agreed enquiry fields and delivery to a team inbox or connected CRM workflow. | Include field configuration, routing tests and maintenance of the receiving workflow. |
| Action Agent | Connected tasks such as appointment booking, rescheduling, order enquiries or record updates that have been scoped and tested for the client. | Quote integration work separately and account for ongoing monitoring and support. |
Set the client fee using the expected platform allocation, AI usage, applicable messaging charges, delivery time and profit allowance. Check these assumptions after the pilot, when you have a clearer view of usage and support work.
Setup Fees
A separate setup fee can cover information cleanup, assistant configuration, WhatsApp connection, workflow testing and staff training. Estimate it from the work required for that client.
A client with current FAQs and a booking link may need less preparation than one with conflicting documents and a custom scheduling system. State what is included, who approves the information and how additional work will be quoted.
7. How to launch the service with Robofy
Use one client’s requirements to test the complete service before offering the same package more widely.
- Choose a suitable client. Start with an existing client that receives recurring WhatsApp enquiries and has someone ready to handle follow-up.
- Review licenses and usage. Check the Robofy reseller pricing against the client capacity, agent limits and AI credits your service needs.
- Configure your agency branding. Add the supported logo, colors and custom domain, then prepare the client’s information and WhatsApp setup.
- Run a controlled pilot. Test known questions, follow-ups, missing information and enquiry delivery. Ask the client to confirm that staff receive usable requests.
- Document the delivery process. Record approved sources, settings, test results and support responsibilities so your team can repeat the work for similar clients.
After launch, review conversations with the client and correct gaps in information or follow-up. Keep track of completed enquiries separately from sales so the reporting reflects what happened.
Explore Robofy’s white label WhatsApp chatbot offering, test the conversation your client needs and use the results to finalize your agency’s service package.
