Can I use a chatbot on WhatsApp without breaking the rules?
Updated 9 October 2026
Yes. WhatsApp's business policy allows automation when you reply inside the 24-hour window, but you must also give customers a clear, quick way to reach a person.
- Reach a person by a human agent, phone, email, web support or an in-store visit.
- Reply inside the 24-hour window from the customer's last message.
- To start a chat yourself, you may only use an approved message template.
- Only message people who agreed. The policy needs opt-in before you contact customers.
A bot that still lets people reach you
Your own WhatsApp bot on your number sends Hi to an Order Now button, and customers can still call or message you, so the bot helps without blocking a person.
Next questions
Sources (1)
- Business policy: "You may use automation when responding during the 24, WhatsApp, read 30 September 2026