Start with the handoff
The useful question is not whether an agent can answer everything. It is where the agent should stop. Define the human handoff first: sales owner, support owner, account owner, and the exact signal that should trigger escalation.
Keep the menu small
A good first WhatsApp tree usually has three paths: services, pricing, and book a call. Each path should capture the minimum useful context and confirm what happens next.
Measure the boring parts
Track first response time, lead qualification completion, unresolved conversations, and escalation accuracy. These numbers tell you whether the agent is helping the team or only creating a shinier inbox.