WhatsApp AI assistant
The WhatsApp AI assistant answers your clients on WhatsApp 24/7 using your products, orders and policies. It is set up in Settings → WhatsApp bot, with five tabs: Settings, Scenarios, Conversations, Knowledge Base and Statistics.
Settings
Section titled “Settings”- Connected number — the WhatsApp number the assistant answers from. Pick one of the numbers already linked in the WhatsApp app (Use a connected number), connect a WhatsApp Business API number, or Scan QR code.
- Identity — the Display name (for example Sara), the Tone (Friendly & direct or Formal), the Languages and the Reply length.
- Reply delay — waits a few seconds so the client can finish typing, then replies once (0 = instant).
- Handoff to a human — when the assistant should pass the chat to an agent. A WhatsApp alert is sent to your Team alert number (never shared with the client). With Auto-resume after N minutes, the assistant takes over again if the agent stays silent while the client keeps writing.
- Business hours — set opening hours and what happens Outside business hours.
What the assistant can do
Section titled “What the assistant can do”It reads your catalogue and the client’s orders, and can act on them: product info, prices, photos, stock and sizes (with your size guide), product recommendations, delivery fees, times and coverage, order status and tracking, create an order, add to an order, change city, address or quantity, confirm, postpone or cancel an order, record a return or exchange, add a note for the driver, repeat a previous order, and hand off to a human. It also recognises a product from a photo sent by the client.
Scenarios
Section titled “Scenarios”Scenarios are exact playbooks for specific situations — the assistant follows the matching one word-for-word.
- Start from a Quick Starter Template: order tracking, address or phone change, discount request, defective product, size or colour change, late delivery, cancel or postpone an order, confirm a pending order, delivery instructions, wrong item, refund, repeat order, angry customer…
- Or click Generate with AI, describe the situation in a sentence, and review the scenario it writes.
- For each scenario, write the AI Behavior & Instructions and choose the Allowed actions (leave empty = all allowed; selecting some limits the assistant to those).
- Test in Simulator before saving.
Knowledge Base
Section titled “Knowledge Base”FAQ entries the assistant uses to answer — policies, guarantees, brand information. Add entry with a Question and an Answer. Default entries are provided; your own entries show a Custom badge. Each entry is Indexed once it can be used.
Conversations
Section titled “Conversations”Live customer chats. Open a thread to read it; Take over (or simply send a message) to reply yourself, and Back to assistant to hand it back. You can also view the Previous (WhatsApp) messages of the chat.
Statistics
Section titled “Statistics”For the last 7, 30 or 90 days: conversations, customers, messages in and out, assistant replies, agent replies, escalations, average response time, tool usage and replies that used the knowledge base. Recent exchanges lets you spot-check the quality of answers.