Personalise WhatsApp Replies with RudderStack Profiles
This recipe uses what RudderStack already knows about a customer, such as their tier or last order, to shape the reply in chat and route the right customers to your team. Part of connecting RudderStack to WhatsApp and AI chat.
What happens today
RudderStack holds a full picture of each customer: their tier, what they bought and what they have opened. Your chat replies ignore all of it. A loyal customer with a problem gets the same first reply as a stranger, and your team learns who they are only after scrolling back.
The flow that works
- The customer starts a chat, and AeroChat has their email or phone number.
- AeroChat looks up their profile in RudderStack.
- It reads the traits your recipe names, such as tier, last order and preferred language.
- It uses them in the reply, for example by recommending products that match their last order.
- It hands top-tier customers with a problem straight to your team.
The recipe
Copy this into AeroChat
When a customer starts a chat, follow these steps.
- If we do not have their email or phone number, carry on as usual and ask for it only if they want help with an order or their account.
- Look up their profile in RudderStack by email, then by phone number. Read the traits tier, last_order_category and preferred_language (example names).
- If preferred_language is set, reply in that language unless they write in another one.
- If they ask for a recommendation, start with products in last_order_category.
- If tier is VIP (example value) and they report a problem with an order, apologise, tell them our customer care team will take over now, and hand the conversation over with a summary.
Never read a profile out to the customer or mention its traits by name. Reply in the customer’s language.
Change the trait names and values to the ones in your RudderStack setup before you paste it.
What to connect
- RudderStack. Your workspace needs RudderStack Profiles with the Activation API turned on. Create a personal access token with the Admin role in your account settings and paste it in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect RudderStack, then switch it on. If it built the connection from RudderStack’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which traits AeroChat may read.
- How each trait changes the reply.
- Which customers go straight to a person.
The result to expect
Customers get replies that fit who they are, and your most valuable customers reach a person faster when something goes wrong.
Measure it with your own numbers: conversion from chat recommendations, and time to a person for top-tier customers, for a month before and after.
Next: send chat events to RudderStack.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same RudderStack connection behind it. See what each channel does on the RudderStack integration page.
Personalise your first chat with RudderStack
Paste the recipe, add your RudderStack keys, and start a chat with an email that has a profile.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.