How to Create a Rule-Based Chatbot in Kylas Native WhatsApp

A Rule-Based Chatbot in Kylas CRM allows businesses to automate structured WhatsApp conversations using pre-defined flows. This chatbot follows a decision-tree logic where each customer response determines the next message, question, or action — helping teams automate lead capture, qualification, and engagement.

Unlike the AI-powered chatbot, the rule-based chatbot operates based on conditions and user responses, ensuring complete control over how conversations unfold.

Table of Contents

1. Overview

2. Prerequisites

3. Steps to Create Rule-Based Chatbot in Kylas

   • Step 1: Enter Basic Details

   • Step 2: Build the Chat Flow

     • Send a Message

     • Ask a Question

     • Buttons

     • List

   • Step 3: Customize Variable Mapping

   • Step 4: Publish the Chatbot

   • Step 5: Workflow Setup to Trigger Chatbot

4. Example Flow Explanation

5. Use Cases

6. Benefits

7. Conclusion

Overview

With Kylas’ Rule-Based WhatsApp Chatbot, you can automate customer conversations without coding. Businesses can design conversation flows using a simple drag-and-drop interface — defining how the bot should respond to customer choices and inputs.

This chatbot can handle responses such as “Yes,” “No,” “Maybe,” or customer-provided details like name, city, and contact information, and automatically store that data in Kylas CRM.

Prerequisites

Before creating a rule-based chatbot, ensure you have:

•  Admin access in Kylas CRM

•  Active WhatsApp Business account connected to Kylas

•  WhatsApp number verified in Meta Business Suite

• Installed Kylas Native WhatsApp App from the Marketplace

•  Access to Automation → Workflows

Steps to Create a Rule-Based Chatbot in Kylas

Step 1: Enter Basic Details

1. Log in to your Kylas CRM at
   app.kylas.io. 

2. Navigate to WhatsApp Business → Chatbots → Create Chatbot.

3. Select Chatbot Type: Rule-Based.

4. Enter the following details:

   • Chatbot Name: Example — “PolicyEra Chatbot”

   • WhatsApp Account: Select your connected WhatsApp Business account.

   • Entity: Choose Leads, Contacts, or both.

   • Description: Add a short description about your chatbot’s purpose.

5. Click Next to proceed to the Flow Builder.

Step 2: Build the Chat Flow (Flow Builder)

The Flow Builder in Kylas provides a visual interface to design your chatbot. It includes the following chat components:

 1. Send a Message

• Used to send text or media messages to users.

• Supports two message types:

  • Text Message: Example — “Hello {{1}} 👋

    Welcome to Royal Spice Restaurant!

    Would you like to make a table reservation?”

  • Media Message: You can upload files (e.g., brochures, images, or videos).

• File Upload Limits:

  • Image: 5 MB

  • Video: 16 MB

  • Audio: 16 MB

  • Document: 100 MB

💡 You can also add variables like {{1}} to personalize messages with lead or contact names.

 2. Ask a Question

• Use this to collect customer input (like Name, Email, or City).

• Responses can be mapped to CRM fields.

• Example:

  • Question: “Please enter your email address.”

  • Mapped Field: Contact → Email

 3. Buttons

• Provide up to 3 interactive options for customers to choose from.

• Example:

  • Question: “Are you interested in our insurance plans?”

  • Buttons: Yes, No, Maybe

  • Based on the customer’s choice:

    • Yes → Send product details

    • No → Ask for feedback

    • Maybe → Schedule a callback

4. List

• Create section-wise button lists (up to 10 options).

• Example:

  • “Please choose your preferred policy type:”

    • Section 1: Health, Life, Motor

    • Section 2: Term, Travel, Indemnity

This allows users to select an option from a larger list conveniently.

Step 3: Customize Variable Mapping

• Add dynamic variables such as:

  • {{1}} → Lead Name

  • {{2}} → Company Name

  • {{3}} → City

• These variables automatically personalize messages using CRM data.
  Example:

“Hello {{1}}, welcome to chatbot. We see that you’re from {{3}} — let’s explore the best plans for your region!”

Step 4: Publish the Chatbot

After completing your flow design:

1. Review all messages and connections.

2. Add a final Thank You Message (e.g., “Thank you for your time! Our team will reach out soon.”).

3. Click Publish.

Your chatbot is now ready to be triggered through workflows.

Step 5: Workflow Setup to Trigger Chatbot

Once the chatbot is published, you need to configure the workflow that activates it whenever a new message is received.

1. Go to WhatsApp Business → Chatbots → Select Your Chatbot → Setup Workflow.

2. The system automatically suggests a default workflow.

3. Verify or create manually with these settings:

Workflow Setting	Configuration
Name	Trigger Chatbot for Incoming WhatsApp Messages
Entity	WhatsApp Message
Trigger Preference	When WhatsApp Message is Incoming
Action Type	Immediate
Condition	Conversation Status = New
Action to Perform	Trigger Chatbot

4. Click Save & Activate.

Example Flow Explanation

Example:
Your chatbot starts with a greeting and asks if the customer is interested in an insurance plan.

Bot Flow Example:

1. Send Message: “Hi, welcome to <Business Name>. Would you like to explore our plans?”

2. Buttons: Yes / No / Maybe

   • If Yes → Send Message: “Here are our Health, Life, and Term plans.”

   • If No → Ask Question: “Can you share your reason for not being interested?”

   • If Maybe → Ask Question: “Please share your name and city so our agent can assist you later.”

3. After collecting responses, send a Thank You Message.

This flow continues dynamically based on user input — just like a real conversation.

Use Cases

Use Case	Description
Lead Qualification	Collects user info before assigning to sales team.
Customer Support	Provides menu-based query resolution.
Product Recommendation	Suggests plans based on customer choices.
Appointment Booking	Collects customer details and schedules callbacks.
Feedback Collection	Captures feedback after product or service interaction.

 Benefits

Benefit	Description
No Coding Required	Create chat flows using visual builder.
Personalized Experience	Use variables like name or city in messages.
Real-Time Automation	Automatically responds to incoming WhatsApp messages.
Lead Data Capture	Updates CRM with every user response.
24×7 Availability	Engage customers even outside working hours.
Dynamic Flow Control	Responses change based on user input

Conclusion

The Rule-Based WhatsApp Chatbot in Kylas CRM is an ideal automation tool for businesses that need structured, conditional interactions with their leads. By designing logic-driven conversation flows and mapping data directly to CRM fields, you can ensure faster engagement, better qualification, and consistent data entry.

Once configured, the chatbot can greet users, ask questions, capture responses, and even share product information — all automatically.

Activate your Rule-Based Chatbot today and let Kylas handle your customer conversations intelligently and efficiently!