Many customers already expect to reach a business on WhatsApp. Automation can make those conversations faster, but it should know its limits.
It helps with the predictable parts: acknowledging an enquiry, sharing opening hours or a brochure, confirming an appointment or sending a reminder the customer has agreed to receive. In these moments, speed matters more than nuance.
A person should take over when the conversation needs judgement. Pricing for a custom job, a complaint, a change to an order or any sign of confusion deserves a considered human reply.
Design the handover deliberately. Tell the customer when someone will respond, pass on the context so they do not have to repeat themselves, and make sure messages only go to people who have opted in. Then review the conversations regularly to see where the automated replies need adjusting.