Question 1

Is WhatsApp Business API required?

Accepted Answer

Yes - the WhatsApp Business API (via Meta Cloud API or a Business Solution Provider) is required. This is not the free WhatsApp Business app. Loyalife walks you through the API setup process and can recommend BSPs if needed.

Question 2

What loyalty queries can the bot handle?

Accepted Answer

The bot handles: point balance inquiries, points expiry date, tier status and next-tier progress, transaction history, reward catalog browsing, reward redemption, campaign enrollment, and FAQ responses. Unresolved queries escalate to human agents.

Question 3

Can members redeem rewards via WhatsApp?

Accepted Answer

Yes. Members can browse the reward catalog and complete redemption entirely inside the WhatsApp conversation. Voucher codes or reward confirmations are delivered in the same chat thread - no app, no browser required.

Question 4

How do I set up outbound push messages?

Accepted Answer

Create message templates in Loyalife, submit them for Meta approval (typically 2-4 hours), then attach them to loyalty events - like points expiry, tier upgrade, or transaction confirmation. Templates support dynamic personalization variables.

Question 5

Is the bot available 24/7?

Accepted Answer

Yes. The bot is fully automated and operates 24/7 with no business hours restrictions. Response times are under 2 seconds. Human handoff is available during your support team's configured hours.

Question 6

Can the bot handle multiple languages?

Accepted Answer

Yes. The bot supports multiple languages - configure which languages are active and the bot detects member language preference from their message or a setup prompt. English, Hindi, Tamil, and other regional languages are supported.

Question 7

How do I customize the bot persona?

Accepted Answer

Set the bot name, greeting message, and response tone in the configuration dashboard. You can use your brand name for the bot (e.g., "RelianceBot") and customize greetings for different member segments or programs.

Question 8

Is member data secure over WhatsApp?

Accepted Answer

WhatsApp messages are end-to-end encrypted by default. Loyalife only shares the minimum required data to serve the member query - balance, tier, redemption confirmation. Full loyalty data stays in Loyalife's SOC 2 and ISO 27001 certified infrastructure.

Automate loyalty conversations on WhatsApp

WhatsApp becomes your loyalty interface

Connect WhatsApp Business in minutes

Configure flows for every loyalty query

Send personalized loyalty nudges

Measure engagement, resolution, and conversion

Up and running in three steps

Link your WhatsApp Business account

Set up conversation flows and push templates

Members engage - real-time loyalty answers in chat

Common questions about WhatsApp bot