Internal chatbot or automatic WhatsApp: which to choose in your CRM.
Innectia X includes an AI chatbot trained on your company’s documents. You decide where it works: answering on WhatsApp whoever writes to you, or inside your team, like a colleague who knows the procedures. What each option is for, its limits and how to choose.
The momentTwo questions, the same Monday
Monday, nine in the morning. The weekend’s messages are waiting on the company WhatsApp: “Are you open on Saturday?”, “Where is the office?”, “How long does delivery take?”
At the same time, inside the office, someone who has just joined the team asks for the third time how a return is processed. A colleague stops what she is doing to find the procedure for him.
They are two different problems with the same root: the information exists, it is written down somewhere, but someone has to go and find it every time.
The problemA chatbot for everything ends up doing nothing well
When a company decides to use AI, it usually wants a chatbot that does everything: serves customers, helps the team, answers everywhere. But talking to a customer and talking to a colleague are different jobs. The tone changes, so does the information that can be shared and what has to happen when the answer is unclear.
That is why, in Innectia X, the AI chatbot is set up for one of two uses, and you choose which. First you decide where it works; then it is prepared for that job with the company’s documents.
The question is not which chatbot is better. It is where you lose more time today: outside, with your customers, or inside, with your team.
Option AAutomatic replies on WhatsApp
The chatbot answers whoever writes to your WhatsApp line, at any hour, with information approved by your team. It runs on Innectia’s own WhatsApp server.
Its limits, by design: it does not confirm bookings or take payments; your team does that once it receives the conversation. And it answers whoever writes to you: it is not for campaigns or mass messages, because that is spam and Innectia does not do it. We explain it in detail in WhatsApp that answers, not WhatsApp that pesters.
Option BAn internal chatbot for your team
The same AI chatbot works inside the company. It is private: only your team uses it, and it answers with the information in your documents.
Its limits: it knows what is in the documents it is given. If a procedure changes and nobody updates the document, the answer goes out of date. And it does not decide for anyone: it helps find the information, but the decision stays with a person.
How to decideA checklist to choose in five minutes
Need both? Start with the one that costs you most time today. If, as well as automatic WhatsApp, you want a full private chatbot for the team, the PRO Host (€1,999 + VAT) is a separate product. And if you are not sure, sorting out the process before choosing is exactly the job of our AI and process consulting.
What changesInformation stops depending on who is around
Both options live inside Innectia X, alongside the rest of the CRM: pipeline, leads and companies, a diary that integrates with your calendar, quotes, automations and analytics by salesperson and channel. And people who fill in the website form, the check and calendar meetings come in on their own.
With automatic WhatsApp, your customers’ wait changes. With the internal chatbot, your team’s interruptions change. In both cases, information stops living in two people’s memory and moves into documents that are reviewed and updated.
