The most common agent request from Indian businesses is WhatsApp-first rather than web-first, which changes the build meaningfully. WhatsApp Business API has its own message templates, approval process and session rules, and an agent designed for a website chat widget does not transfer cleanly. Designing for WhatsApp from the start — including the twenty-four hour session window and template pre-approval — avoids a rebuild that catches a lot of teams out.
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Read the full breakdownYes, through the WhatsApp Business API, and for most Indian businesses that is where it belongs rather than a website widget. Be aware it has its own rules — pre-approved message templates and a twenty-four hour session window — which shape how the conversation has to be designed.
Modern models handle Hindi well and major regional languages reasonably. Code-mixing — switching between English and Hindi mid-sentence, which is how people actually type — is the harder part and needs testing against real messages from your actual users, not benchmark text.
A chatbot answers. An agent acts — it calls tools, queries systems, and completes multi-step tasks with defined boundaries. If the value is 'it tells the user something', you want a chatbot. If it is 'it does something on the user's behalf', you want an agent.
It depends on the task, and the honest answer is that you should be able to switch. Route simple classification to a small fast model and reserve a frontier model for reasoning-heavy steps. Building against an abstraction rather than one vendor's SDK keeps that option open.
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