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AI2021

WhatsApp Chatbot (Twilio)

A WhatsApp support bot using Twilio webhooks and GPT for first-line answers.

Architecture & workflows

How this product is built, deployed, and operated in production.

Delivery flow

End-to-end delivery flow for this project, from intake through the final handoff.

Challenge

Support volume spiked; agents spent time on repetitive FAQs.

How we did it

Twilio webhook to a bot service that classifies intent, answers FAQs, and escalates to humans.

Outcome

Faster first response with a clean handoff path when the bot was unsure.

Tech stack

TwilioWhatsAppGPTNode/Python

Step-by-step

  1. 1

    Message in

    WhatsApp message hits Twilio webhook

  2. 2

    Intent

    Classify FAQ vs escalation

  3. 3

    Answer

    GPT drafts a grounded support reply

  4. 4

    Send

    Twilio returns WhatsApp response

  5. 5

    Escalate

    Route to human inbox when needed

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