Automation · Customer service and scheduling
Answer on WhatsApp with the help articles your team publishes in Contentful
An AI agent searches Contentful for the help article or product page that answers the customer's question and sums it up on WhatsApp.
How do I make my WhatsApp answer with the help articles I already have in Contentful?
When a customer asks on WhatsApp how to do something, how a warranty works or what a product includes, the Met searches Contentful for the help article or page that answers that question, first by meaning and, if nothing comes up, by text. It opens the entry, gets the entries it links to, such as the steps or the related product, and replies with what your team wrote. If the article has an image or a PDF, it shares that file. When no article answers, it does not make one up: it hands the conversation to a person. It is all reading: the procedure does not change or publish anything in Contentful.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp with a question about a product or a process. There is no trigger to configure: the Met assigned to the line answers it in that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met with your help base in Contentful
Customer service team
This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with Contentful connected: its work ends when the customer gets the answer that is in your help articles, or when someone on the team takes the conversation.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Contentful Automate and collaborate
- Meteor CRM Sell and serve
6 steps · 7 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find where the help lives
The Met lists the environment's content types to find the one your team uses for help, such as «Help article» or «Product», as the skill says.
- 2
Search the article by what the customer meant
The Met searches entries by meaning, so it finds the article even when the customer uses other words. If nothing comes up, it searches and filters by text inside the help content type.
- 3
Read the full article
The Met opens the entry it found and reads its full content, so it answers with what the article says and not with a search summary.
- 4
Get what the article links to
If the article links other entries, such as the steps of a process or the product it covers, the Met resolves those references and adds what the customer needs to the answer.
- 5
Share the image or the PDF
If the entry has a file, such as the PDF manual or the product photo, the Met gets that file and shares it in the conversation along with the answer.
- 6
Hand off to a person when there is no article
If no entry answers the question, the Met does not improvise: it escalates to someone on the team with the reason and leaves the conversation.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
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Contentful connected in Met
In Met, open Connections → Contentful → Connect, sign in and pick the space and environment where the help lives. You can turn off the write and publish actions.
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The Contentful MCP app with read access to entries and files
A Contentful admin installs the MCP app in that space and environment and allows the entries, assets and content types categories. Read only is enough for this procedure.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that serves customers. The question is answered inside that conversation.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not write new articles or fix outdated ones: it answers with what your team published in Contentful.
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It does not make up an answer when there is no article. It hands the conversation to someone on the team.
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It does not see content from spaces or environments you did not pick when connecting, or from categories the Contentful MCP app does not allow.
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It does not replace your help site: if the customer wants to read the full article, your team decides in the skill whether the Met shares the public link.
FAQ
Questions about this automation
The tool exists on the server, but this procedure assumes nothing about your space: if it returns no results, the Met moves on to text search.
If your space has the help in several languages (locales), the Met can read the version that fits the customer. Tell it in the skill which locale to use.
Not in this procedure, which only reads. If you want the Met to update entries, the admin leaves those actions on in Connections, where they arrive on, and the Contentful MCP app has to allow writing.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.