{"id":35270,"date":"2025-03-13T14:53:45","date_gmt":"2025-03-13T14:53:45","guid":{"rendered":"https:\/\/ww3.aurorainbox.com\/?p=35270"},"modified":"2026-02-25T21:04:52","modified_gmt":"2026-02-25T21:04:52","slug":"automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano","status":"publish","type":"post","link":"https:\/\/www.aurorainbox.com\/en\/2025\/03\/13\/automation-in-whatsapp-when-to-use-a-chatbot-or-a-human-agent\/","title":{"rendered":"WhatsApp Automation: When to Use a Chatbot and When to Use a Human Agent?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"35270\" class=\"elementor elementor-35270\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bd55907 e-con-full e-flex e-con e-parent\" data-id=\"bd55907\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-9b21e44 e-con-full e-flex e-con e-child\" data-id=\"9b21e44\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5e65bef elementor-widget elementor-widget-spacer\" data-id=\"5e65bef\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d5386a2 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d5386a2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"276\" data-end=\"563\">The <a href=\"https:\/\/www.aurorainbox.com\/en\/2025\/01\/30\/automate-responses-whatsapp-instagram-facebook\/\"><strong><span style=\"color: #5f2db0;\">automation on WhatsApp<\/span> <\/strong><\/a>has transformed the way companies manage communication with their customers. However, although a <a href=\"https:\/\/www.aurorainbox.com\/en\/2025\/02\/26\/chatbot-whatsapp-complete-guide\/\"><span style=\"color: #5f2db0;\"><strong>chatbot<\/strong>\u00a0<\/span><\/a>can streamline care and improve efficiency, there are times when the intervention of a human agent is still key.<\/p><p data-start=\"565\" data-end=\"705\">In this article, we&#039;ll explore when it&#039;s best to use a chatbot and when it&#039;s better to rely on personalized support from a human agent.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1927c52 elementor-widget elementor-widget-spacer\" data-id=\"1927c52\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8fd3348 e-con-full e-flex e-con e-child\" data-id=\"8fd3348\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-09bbcb3 e-con-full e-flex e-con e-child\" data-id=\"09bbcb3\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b3de6a6 elementor-widget elementor-widget-spacer\" data-id=\"b3de6a6\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d67044d elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"d67044d\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"bi-chat-dots-fill\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-019faec e-con-full e-flex e-con e-child\" data-id=\"019faec\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-304c87c cea-mobile-align-center elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-ceasectiontitle\" data-id=\"304c87c\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"ceasectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"section-title-wrapper\"><div class=\"title-wrap\"><h2 class=\"section-title\">What is a chatbot on WhatsApp?<\/h2><\/div><!-- .title-wrap --><div class=\"section-description\"><\/div><!-- .section-description --><\/div><!-- .section-title-wrapper -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b1286d0 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b1286d0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"666\" data-end=\"923\">A chatbot is an automated program that responds to messages and performs specific tasks on WhatsApp without human intervention. These bots can be programmed with predefined responses or even use <a href=\"https:\/\/www.aurorainbox.com\/en\/2025\/03\/13\/what-is-artificial-intelligence\/\"><strong><span style=\"color: #5f2db0;\">artificial intelligence<\/span> <\/strong><\/a>to interpret and respond to messages in a more advanced way.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-90463c7 e-con-full e-flex e-con e-child\" data-id=\"90463c7\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-0953529 e-con-full e-flex e-con e-child\" data-id=\"0953529\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-68af9be elementor-widget elementor-widget-spacer\" data-id=\"68af9be\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dece257 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"dece257\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"bi-bookmark-check-fill\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d70ba2c e-con-full e-flex e-con e-child\" data-id=\"d70ba2c\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3a3b366 cea-mobile-align-center elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-ceasectiontitle\" data-id=\"3a3b366\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"ceasectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"section-title-wrapper\"><div class=\"title-wrap\"><h2 class=\"section-title\"><span class=\"title-prefix\">Benefits of using chatbots for automation on WhatsApp<\/span> <\/h2><\/div><!-- .title-wrap --><div class=\"section-description\"><\/div><!-- .section-description --><\/div><!-- .section-title-wrapper -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-43ad0e3 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"43ad0e3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1087\" data-end=\"1142\">Chatbots offer multiple advantages, including:<\/p><ul data-start=\"1144\" data-end=\"1490\"><li data-start=\"1144\" data-end=\"1229\"><strong data-start=\"1146\" data-end=\"1169\">24\/7 Availability<\/strong>, allowing for consultations to be answered outside of working hours.<\/li><li data-start=\"1230\" data-end=\"1312\"><strong data-start=\"1232\" data-end=\"1272\">Automation of repetitive tasks<\/strong>, how to answer frequently asked questions.<\/li><li data-start=\"1313\" data-end=\"1397\"><strong data-start=\"1315\" data-end=\"1359\">Simultaneous service to multiple clients<\/strong>, without delays or waiting times.<\/li><li data-start=\"1398\" data-end=\"1490\"><strong data-start=\"1400\" data-end=\"1423\">Cost reduction<\/strong>, by reducing the need for customer service staff.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0924691 e-con-full e-flex e-con e-child\" data-id=\"0924691\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-50738fd e-con-full e-flex e-con e-child\" data-id=\"50738fd\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2984b0e elementor-widget elementor-widget-spacer\" data-id=\"2984b0e\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d6508a elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"2d6508a\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-robot\" viewbox=\"0 0 640 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M32,224H64V416H32A31.96166,31.96166,0,0,1,0,384V256A31.96166,31.96166,0,0,1,32,224Zm512-48V448a64.06328,64.06328,0,0,1-64,64H160a64.06328,64.06328,0,0,1-64-64V176a79.974,79.974,0,0,1,80-80H288V32a32,32,0,0,1,64,0V96H464A79.974,79.974,0,0,1,544,176ZM264,256a40,40,0,1,0-40,40A39.997,39.997,0,0,0,264,256Zm-8,128H192v32h64Zm96,0H288v32h64ZM456,256a40,40,0,1,0-40,40A39.997,39.997,0,0,0,456,256Zm-8,128H384v32h64ZM640,256V384a31.96166,31.96166,0,0,1-32,32H576V224h32A31.96166,31.96166,0,0,1,640,256Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0cf9e61 e-con-full e-flex e-con e-child\" data-id=\"0cf9e61\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-555d48e cea-mobile-align-center elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-ceasectiontitle\" data-id=\"555d48e\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"ceasectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"section-title-wrapper\"><div class=\"title-wrap\"><h2 class=\"section-title\"><span class=\"title-prefix\">When to use a chatbot on WhatsApp?<\/span> <\/h2><\/div><!-- .title-wrap --><div class=\"section-description\"><\/div><!-- .section-description --><\/div><!-- .section-title-wrapper -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bea217 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7bea217\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"1535\" data-end=\"1657\">Chatbots are ideal in situations where the interaction is simple, predictable, and repetitive. Some examples include:<\/p><ul data-start=\"1659\" data-end=\"2063\"><li data-start=\"1659\" data-end=\"1766\"><strong data-start=\"1661\" data-end=\"1685\">Frequently Asked Questions<\/strong>: Information on hours, prices, location, return policies, etc.<\/li><li data-start=\"1767\" data-end=\"1869\"><strong data-start=\"1769\" data-end=\"1799\">Automatic confirmations<\/strong>: Sending messages about orders, reservations, or scheduling appointments.<\/li><li data-start=\"1870\" data-end=\"1957\"><strong data-start=\"1872\" data-end=\"1890\">Basic support<\/strong>: Answers to common technical problems or instructions for use.<\/li><li data-start=\"1958\" data-end=\"2063\"><strong data-start=\"1960\" data-end=\"1983\">Lead generation<\/strong>: Capturing lead data before transferring it to an agent.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b797b89 e-con-full e-flex e-con e-child\" data-id=\"b797b89\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-72833dd e-con-full e-flex e-con e-child\" data-id=\"72833dd\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2bbe53d elementor-widget elementor-widget-spacer\" data-id=\"2bbe53d\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5c7175 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"f5c7175\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-user\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M224 256c70.7 0 128-57.3 128-128S294.7 0 224 0 96 57.3 96 128s57.3 128 128 128zm89.6 32h-16.7c-22.2 10.2-46.9 16-72.9 16s-50.6-5.8-72.9-16h-16.7C60.2 288 0 348.2 0 422.4V464c0 26.5 21.5 48 48 48h352c26.5 0 48-21.5 48-48v-41.6c0-74.2-60.2-134.4-134.4-134.4z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-234a09f e-con-full e-flex e-con e-child\" data-id=\"234a09f\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d99eb81 cea-mobile-align-center elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-ceasectiontitle\" data-id=\"d99eb81\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"ceasectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"section-title-wrapper\"><div class=\"title-wrap\"><h2 class=\"section-title\"><span class=\"title-prefix\">When is a human agent better?<\/span> <\/h2><\/div><!-- .title-wrap --><div class=\"section-description\"><\/div><!-- .section-description --><\/div><!-- .section-title-wrapper -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f7c957 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7f7c957\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"2106\" data-end=\"2221\">Despite their benefits, chatbots have limitations. In these cases, a human agent is the best option:<\/p><ul data-start=\"2223\" data-end=\"2598\"><li data-start=\"2223\" data-end=\"2317\"><strong data-start=\"2225\" data-end=\"2261\">Complex or customized cases<\/strong>, where the answer requires empathy and human judgment.<\/li><li data-start=\"2318\" data-end=\"2419\"><strong data-start=\"2320\" data-end=\"2346\">Complaints or claims<\/strong>, which can lead to frustration if not resolved effectively.<\/li><li data-start=\"2420\" data-end=\"2501\"><strong data-start=\"2422\" data-end=\"2454\">VIP or high-value clients<\/strong>, who expect more personalized attention.<\/li><li data-start=\"2502\" data-end=\"2598\"><strong data-start=\"2504\" data-end=\"2527\">Chatbot errors<\/strong>, when the automation cannot understand or resolve the request.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-95e287d e-con-full e-flex e-con e-child\" data-id=\"95e287d\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-2b3d7c4 e-con-full e-flex e-con e-child\" data-id=\"2b3d7c4\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-24933d3 elementor-widget elementor-widget-spacer\" data-id=\"24933d3\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ab24d0 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"8ab24d0\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i aria-hidden=\"true\" class=\"bi-flower2\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5fa43fe e-con-full e-flex e-con e-child\" data-id=\"5fa43fe\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0b60d1b cea-mobile-align-center elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-ceasectiontitle\" data-id=\"0b60d1b\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"ceasectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"section-title-wrapper\"><div class=\"title-wrap\"><h2 class=\"section-title\">The ideal combination: Chatbot + Human Agent<\/h2><\/div><!-- .title-wrap --><div class=\"section-description\"><\/div><!-- .section-description --><\/div><!-- .section-title-wrapper -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0f8737 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d0f8737\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"2652\" data-end=\"2783\">To achieve a balance between <a href=\"https:\/\/www.aurorainbox.com\/en\/2025\/02\/01\/improve-customer-service-digital-tools\/\"><span style=\"color: #5f2db0;\"><strong>efficiency and customer experience<\/strong><\/span><\/a>Many companies are opting for a hybrid approach. This involves:<\/p><ol data-start=\"2785\" data-end=\"3097\"><li data-start=\"2785\" data-end=\"2889\"><strong data-start=\"2788\" data-end=\"2831\">Chatbot on the front line of care<\/strong>, resolving basic queries and filtering requests.<\/li><li data-start=\"2890\" data-end=\"2984\"><strong data-start=\"2893\" data-end=\"2936\">Seamless transfer to a human agent<\/strong> when a more complex need is detected.<\/li><li data-start=\"2985\" data-end=\"3097\"><strong data-start=\"2988\" data-end=\"3022\">Monitoring and constant improvement<\/strong>, to adjust the chatbot based on actual user interactions.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0133916 elementor-widget elementor-widget-spacer\" data-id=\"0133916\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-cf123bb e-con-full e-flex e-con e-child\" data-id=\"cf123bb\" data-element_type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b110747 e-con-full e-flex e-con e-child\" data-id=\"b110747\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3ca3b68 elementor-widget elementor-widget-spacer\" data-id=\"3ca3b68\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-175bb93 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"175bb93\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-book-open\" viewbox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M542.22 32.05c-54.8 3.11-163.72 14.43-230.96 55.59-4.64 2.84-7.27 7.89-7.27 13.17v363.87c0 11.55 12.63 18.85 23.28 13.49 69.18-34.82 169.23-44.32 218.7-46.92 16.89-.89 30.02-14.43 30.02-30.66V62.75c.01-17.71-15.35-31.74-33.77-30.7zM264.73 87.64C197.5 46.48 88.58 35.17 33.78 32.05 15.36 31.01 0 45.04 0 62.75V400.6c0 16.24 13.13 29.78 30.02 30.66 49.49 2.6 149.59 12.11 218.77 46.95 10.62 5.35 23.21-1.94 23.21-13.46V100.63c0-5.29-2.62-10.14-7.27-12.99z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0bc7844 e-con-full e-flex e-con e-child\" data-id=\"0bc7844\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-66d72ef cea-mobile-align-center elementor-widget__width-initial elementor-invisible elementor-widget elementor-widget-ceasectiontitle\" data-id=\"66d72ef\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;}\" data-widget_type=\"ceasectiontitle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"section-title-wrapper\"><div class=\"title-wrap\"><h2 class=\"section-title\">To finish<\/h2><\/div><!-- .title-wrap --><div class=\"section-description\"><\/div><!-- .section-description --><\/div><!-- .section-title-wrapper -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-92a3994 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"92a3994\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"3116\" data-end=\"3399\">The key to successful customer service on WhatsApp isn&#039;t choosing between chatbots or human agents, but knowing when to use each. While chatbots optimize speed and efficiency, human agents ensure an empathetic and personalized experience.<\/p><p data-start=\"3401\" data-end=\"3555\"><a href=\"https:\/\/www.aurorainbox.com\/en\/2025\/03\/14\/best-crm-for-whatsapp-how-to-choose-the-right-tool\/\"><strong><span style=\"color: #5f2db0;\">Implement a hybrid system<\/span><\/strong><\/a> will allow your company to improve customer service without losing the human touch necessary to build customer loyalty.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Automation on WhatsApp has transformed the way businesses manage customer communications. However,...<\/p>","protected":false},"author":2,"featured_media":35513,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[75,29,74,82],"tags":[],"class_list":["post-35270","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articulo","category-chatbot","category-innovacion","category-inteligencia-artificial"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00bfCu\u00e1ndo Usar un Chatbot y Cu\u00e1ndo un Agente Humano?<\/title>\n<meta name=\"description\" content=\"Aprende cu\u00e1ndo es m\u00e1s efectivo usar un chatbot o un agente humano en WhatsApp para mejorar la atenci\u00f3n y ventas de tu negocio.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.aurorainbox.com\/en\/2025\/03\/13\/automation-in-whatsapp-when-to-use-a-chatbot-or-a-human-agent\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00bfCu\u00e1ndo Usar un Chatbot y Cu\u00e1ndo un Agente Humano?\" \/>\n<meta property=\"og:description\" content=\"Aprende cu\u00e1ndo es m\u00e1s efectivo usar un chatbot o un agente humano en WhatsApp para mejorar la atenci\u00f3n y ventas de tu negocio.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.aurorainbox.com\/en\/2025\/03\/13\/automation-in-whatsapp-when-to-use-a-chatbot-or-a-human-agent\/\" \/>\n<meta property=\"og:site_name\" content=\"Aurora Inbox\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/profile.php?id=100089808166715\" \/>\n<meta property=\"article:published_time\" content=\"2025-03-13T14:53:45+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-25T21:04:52+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2025\/03\/Blog-16.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Daniela Reyes\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@aurorainbox\" \/>\n<meta name=\"twitter:site\" content=\"@aurorainbox\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Daniela Reyes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"When to Use a Chatbot and When to Use a Human Agent?","description":"Learn when it&#039;s most effective to use a chatbot or a human agent on WhatsApp to improve your business&#039;s customer service and sales.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.aurorainbox.com\/en\/2025\/03\/13\/automation-in-whatsapp-when-to-use-a-chatbot-or-a-human-agent\/","og_locale":"en_US","og_type":"article","og_title":"\u00bfCu\u00e1ndo Usar un Chatbot y Cu\u00e1ndo un Agente Humano?","og_description":"Aprende cu\u00e1ndo es m\u00e1s efectivo usar un chatbot o un agente humano en WhatsApp para mejorar la atenci\u00f3n y ventas de tu negocio.","og_url":"https:\/\/www.aurorainbox.com\/en\/2025\/03\/13\/automation-in-whatsapp-when-to-use-a-chatbot-or-a-human-agent\/","og_site_name":"Aurora Inbox","article_publisher":"https:\/\/www.facebook.com\/profile.php?id=100089808166715","article_published_time":"2025-03-13T14:53:45+00:00","article_modified_time":"2026-02-25T21:04:52+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2025\/03\/Blog-16.jpg","type":"image\/jpeg"}],"author":"Daniela Reyes","twitter_card":"summary_large_image","twitter_creator":"@aurorainbox","twitter_site":"@aurorainbox","twitter_misc":{"Written by":"Daniela Reyes","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#article","isPartOf":{"@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/"},"author":{"name":"Daniela Reyes","@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#\/schema\/person\/9747d00d34ca0a49b1fcc90561ba7b38"},"headline":"Automatizaci\u00f3n en WhatsApp: \u00bfCu\u00e1ndo Usar un Chatbot y Cu\u00e1ndo un Agente Humano?","datePublished":"2025-03-13T14:53:45+00:00","dateModified":"2026-02-25T21:04:52+00:00","mainEntityOfPage":{"@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/"},"wordCount":517,"commentCount":0,"publisher":{"@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#organization"},"image":{"@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#primaryimage"},"thumbnailUrl":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2025\/03\/Blog-16.jpg","articleSection":["Art\u00edculo","Chatbot","Innovaci\u00f3n","Inteligencia Artificial"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/","url":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/","name":"When to Use a Chatbot and When to Use a Human Agent?","isPartOf":{"@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#primaryimage"},"image":{"@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#primaryimage"},"thumbnailUrl":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2025\/03\/Blog-16.jpg","datePublished":"2025-03-13T14:53:45+00:00","dateModified":"2026-02-25T21:04:52+00:00","description":"Learn when it&#039;s most effective to use a chatbot or a human agent on WhatsApp to improve your business&#039;s customer service and sales.","breadcrumb":{"@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#primaryimage","url":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2025\/03\/Blog-16.jpg","contentUrl":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2025\/03\/Blog-16.jpg","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/www.aurorainbox.com\/2025\/03\/13\/automatizacion-en-whatsapp-cuando-usar-chatbot-o-agente-humano\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.aurorainbox.com\/"},{"@type":"ListItem","position":2,"name":"Automatizaci\u00f3n en WhatsApp: \u00bfCu\u00e1ndo Usar un Chatbot y Cu\u00e1ndo un Agente Humano?"}]},{"@type":"WebSite","@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#website","url":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/","name":"Aurora Inbox","description":"The best artificial intelligence agent","publisher":{"@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#organization"},"alternateName":"Aurora Inbox","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#organization","name":"Aurora Inbox","url":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#\/schema\/logo\/image\/","url":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2024\/01\/BRANDMARK-Gray80x80.png","contentUrl":"https:\/\/www.aurorainbox.com\/wp-content\/uploads\/2024\/01\/BRANDMARK-Gray80x80.png","width":81,"height":81,"caption":"Aurora Inbox"},"image":{"@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/profile.php?id=100089808166715","https:\/\/x.com\/aurorainbox","https:\/\/www.instagram.com\/aurorainboxlatam\/","https:\/\/www.youtube.com\/@aurorainbox"]},{"@type":"Person","@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#\/schema\/person\/9747d00d34ca0a49b1fcc90561ba7b38","name":"Daniela Reyes","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/ec2-3-94-236-79.compute-1.amazonaws.com\/pt\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/201d7ba1e2523a2a3c81ecbb8f59b4a3a0112d08cf86799d72a38b6407d23230?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/201d7ba1e2523a2a3c81ecbb8f59b4a3a0112d08cf86799d72a38b6407d23230?s=96&d=mm&r=g","caption":"Daniela Reyes"}}]}},"_links":{"self":[{"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/posts\/35270","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/comments?post=35270"}],"version-history":[{"count":18,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/posts\/35270\/revisions"}],"predecessor-version":[{"id":38800,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/posts\/35270\/revisions\/38800"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/media\/35513"}],"wp:attachment":[{"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/media?parent=35270"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/categories?post=35270"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.aurorainbox.com\/en\/wp-json\/wp\/v2\/tags?post=35270"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}