The customer writes on WhatsApp, the loyalty programme answers: balance, vouchers, stores and prize games in chat

The WhatsApp Bot is an automatic assistant that answers when the customer writes to the loyalty programme's WhatsApp number: it shows a menu to check points, vouchers and stores, and it can start prize games and quizzes.

Unlike WhatsApp campaigns, where the brand writes first, here the customer opens the conversation. The bot answers in real time, at any hour, using the programme's up-to-date data. The customer has no app to download: the chat they already use every day is enough.

From the menu the customer can check the points balance, active vouchers, the latest movements, the registered address, gift cards, stores and ask for support.

The customer does not have to use the menu: they can write in their own words, such as "how many points do I have?" or "where is the nearest store?", and artificial intelligence recognises the request and answers. Items are switched on or off from the back office; an item that is off disappears from the menu and is not offered when the customer writes in free text either.

To check the balance and vouchers, yes: if the number does not match a customer, the bot sends the link to the programme's registration page.

For keyword games, no. When a new number writes, for example, "I WANT TO WIN", Marta creates the customer automatically with just the phone number and assigns a programme card. It is an effective way to enrol new members with a flyer or a QR code in store, with no forms to fill in.

With the back office canvas editor you build a step-by-step script: questions, multiple-choice answers, different branches depending on the answer, and a final step with the prize. Each script starts from a keyword.

For each answer you can load points and assign a tag; you can collect privacy consent and, at the end, trigger a promotion that decides the prize or issue a voucher directly. The win arrives in chat with the voucher image and an Add to Wallet button. Before publishing, you try the script in the phone simulator built into the editor.

Every answer given in chat can become a tag on the customer record, and at the end of the game the trigger engine can use those tags to assign points, status, badges and new tags.

The customer tells their story by playing: favourite sport, interests, habits. If they change their answer to a question, the tag and points from the previous answer are removed, so the profile stays consistent. That data then feeds audiences and later campaigns, turning a conversation into information the marketing team can use.

You need a WhatsApp Business account on Meta's platform, with the number you want to use for the programme, connected to Marta as a WhatsApp provider with the bot switched on.

Each programme has its own connection to Meta, with signed and verified messages: the same customer phone number can be enrolled in more than one programme without the data getting mixed up. The initial setup needs a few technical steps on the Meta account, which the Keyx team follows with you during activation.

The bot can collect privacy consent directly during the script, and the customer can revoke it at any time by writing "delete my data".

A refused consent does not stop the game: the customer keeps playing, but will not receive communications they have not allowed. The deletion command revokes the consent collected by the script, removes the assigned tags and reverses the points that were loaded. When a customer is deleted from the programme after a GDPR request, Marta also deletes their WhatsApp sessions.

The customer chooses Support from the menu and writes their request: the message is forwarded to the support team's email address configured for the programme.

While the customer is in support mode, questions about the balance or vouchers get the automatic answer without generating useless emails for the team. Support only receives the requests that really need a person, while the bot handles everything else.