Both answer customers automatically on WhatsApp, but they work differently.
Rule-based chatbot
You design a fixed menu or decision tree. The customer taps options or types keywords. It is predictable and cheap to run, and it breaks when a customer asks something outside the tree.
AI agent
An AI agent reads the customer's message, answers from the information you gave it, and asks follow-up questions. It handles free-form questions and mixed Hindi and English. It needs good source information and clear limits, because it can answer wrongly if given poor data.
Which to choose
| Need | Better fit |
|---|---|
| Fixed steps such as a COD confirm or cancel | Rule-based flow |
| Open questions about products and policies | AI agent |
| Lead qualification with varied answers | AI agent with a human handoff |
| Payment or booking steps | Flow, called by the AI when needed |
Good practice
- Keep prices and policies in one source the AI reads from.
- Let customers reach a human at any time.
- Review conversations regularly and fix gaps.
InboxWA combines flows and an AI agent. See WhatsApp AI chatbot for India and try the live demo.
A worked example
A store uses a flow for COD confirmation: a message with two buttons, Confirm or Cancel. Separately, an AI agent answers questions like "Is this kurta available in XL, and when will it arrive?" using the product and shipping information the store provided, and hands the chat to a person if the customer asks for a refund.
Common mistakes
- Using an AI agent for a step that is always the same.
- Giving the AI outdated price lists.
- No clear way to reach a human.
Frequently asked questions
Can an AI agent give wrong answers?
Yes, if the source information is wrong or missing. Give it accurate information and review conversations.
Do I need both?
Often yes. Use flows for fixed steps and an AI agent for open questions.
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