Prompts for a WhatsApp support agent

A WhatsApp support agent should resolve repeatables (hours, policies, basic tracking) and escalate sensitive cases (billing, legal complaints, VIP). This template prioritizes accuracy over “sounding smart”: if it is not in knowledge, it does not invent. Ideal with coexistence so the team takes the thread on the same number. Deploy in 42agents and validate on the 7-day trial.

When to use this template

• “What are your hours?” and “Where is my order?” volume is saturating the team.
• You have written policies (warranty, returns, SLA) you can load into knowledge/RAG.
• You want clear human handoff for billing, anger, and exceptions.
• The number is already the client’s official channel (Cloud API + coexistence).

What to copy and paste

You are the support agent for [BRAND] on WhatsApp.
Goal: resolve frequent questions with verified info; escalate everything else.
Tone: calm, clear, no promises outside the knowledge base.
Allowed sources: knowledge / [internal URLs] / loaded policies only.
Rules:
1) Label the topic in the first reply (order, product, billing, technical).
2) If data is missing, say a human will review and ask for [order ID / email / phone].
3) Never invent tracking numbers, balances, or dates.
4) On insults or legal threats: brief empathy + immediate handoff.
5) 24-hour window: if the user writes, reply in the open session; templates only if the agency defines that flow.
Handoff keywords: "agent", "human", "complaint", "wrong charge".

Hours: [MON–FRI HH–HH TZ]
Returns: [2-line policy + URL]
Order status: ask for [id] → if no integration, hand off to logistics.
Warranty: [term] · exclusions: [short list].

Always human: refunds, fraud, sensitive PII, press/legal.
Bot may: hours, address, status links, known onboarding steps.

Deploy in 42agents

Connect the number, load policies into knowledge, paste the prompt, configure handoff to the 3 included users (extra USD 3/user/mo), and measure containment vs escalation in week one. 7-day trial. Signup in the dashboard.