Building a WhatsApp chatbot that stopped the phone from ringing.
A WhatsApp chatbot for TRUXCARGO that answered FAQs, tracked orders and routed chats to the right agent on its own. It took three platforms to get there.
The problem
Customers were calling to ask questions the business had already answered, just not where they were looking.
At TRUXCARGO, our WhatsApp channel was the primary inbound touchpoint. The same questions came in constantly: order tracking, pickup availability, pricing, service areas. Every response was manual.
Queries were spilling over to the customer service phone line, for things a quick reply could have answered.
The platform journey
Three platforms before finding the right fit.
- Interakt: good for basic broadcasts but hit its ceiling quickly when we needed branching logic and conditional flows.
- WATI: more capable, but reliability wasn't there. Bots would break mid-conversation and leave users with no response.
- DoubleTick: the one that worked. A proper chatbot builder, stable flows and reliable agent routing. This is where the bot finally got built.
What I built
FAQ flows, order tracking, and handoff to the right agent.
FAQ automation
Mapped common inbound queries into predefined flows with instant responses, no agent needed.
Order tracking flow
Customers got status updates through the bot, eliminating the main reason people called customer service.
Smart agent routing
When a query fell outside scope, the flow routed to the right specific agent: sales to sales, ops to ops.
Ongoing optimisation
When a bot broke, I knew the system well enough to find the problem and fix it fast.
Impact
First response time dropped by over 80%. The phone stopped ringing as much.
Before the bot, first replies took hours. After, they took seconds, and inbound calls to customer service dropped.
Takeaways
Learning a new tool properly, including how it breaks.
- Two wrong platforms showed what the right one needed. Interakt and WATI each fell short in a different way, and that made the requirements for DoubleTick obvious.
- Someone has to own it after launch. The bots did break. Knowing the setup inside out meant they got fixed fast.
- The call log showed what to build. Nobody asked for WhatsApp order tracking, but tracking was the main reason people called.
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