AI agent

The three modes

Off: it does nothing and your inbox works as it always has. Suggest: every new message gets a draft in the conversation, and you or a teammate decide whether it goes out. Reply on its own: it sends its answers itself, after hours too.

When you switch it on, it starts on Suggest. Reply on its own can run around the clock or only outside your opening hours, and during opening hours it then drafts a suggestion for your team. You can switch back at any time.

Setup

The first time, you walk through a short setup that then goes away. A small checklist on Overview shows what's still missing. If you have WhatsApp history, it reads it once and lines up the 20 or so questions that come up most, with your replies, for you to tick. If you connected your number from the WhatsApp Business app, your chats from the past six months are included. With no history yet, it skips this.

You can skip any step. Nothing reaches your customers until you switch it on, and it starts on Suggest.

Where its answers come from

It reads the whole conversation, with the same customer's earlier conversations as background. Facts come only from what you put under Knowledge: your website, files, notes, questions and answers, and your opening hours.

It reads your website directly, again every week, or right away with Read now. Files can be PDF, TXT, MD, or CSV. A note can have an end date, like a promotion. You enter your opening hours in Settings, and under Knowledge you choose whether it may mention them.

If something isn't in that knowledge, it doesn't fill the gap itself. It also won't promise a refund, booking, discount, or delivery date that isn't there. It replies in whatever language the customer writes in.

Unanswered questions

After setup it only learns where it fell short. When it handed over a question and a colleague answered, that question shows up under Unanswered questions on Overview, with the answer already filled in. You choose Add, Always hand over, or Not now.

Add puts it under Knowledge. Always hand over turns it into a topic that goes to your team. Not now brings the question back only after customers ask it three more times. It uses nothing until you've chosen.

It only learns from your own company's conversations.

Tone

On the Behavior tab you pick how it sounds: Friendly, Professional, Short and to the point, Casual, or The way you write. You also pick how long its answers are: Short, Normal, or Long. The way you write is something you switch on yourself. It's learned only from messages you and your teammates typed by hand, never from drafts or quick replies.

Anything else it should know goes in the Own instructions field, like no exclamation marks. You see three example answers in the chosen tone right away. Tone only changes how it says things; the facts always come from your knowledge.

When it hands over

It always passes the conversation to your team when the customer asks for a person, when the customer is angry or frustrated, and when it's unsure or the answer isn't in your knowledge. Under Behavior, in When does it hand over, there are also topics you can switch on or off: complaints, refunds, legal, and medical. You can add your own topics.

Your customer gets a short message saying a colleague will pick it up. You can write that line yourself. The inbox shows a note with the reason, and your team gets a notification.

Customers can always ask for a person

When a customer asks for a person in their own words, it hands the conversation to your team straight away without answering the question itself. The customer always gets a line saying a colleague will pick it up, even on Suggest. It recognizes that request on its own, in any language.

Taking over and handing back

Take over means you answer the conversation. After a handover or a takeover, it stays quiet until the conversation is resolved or someone taps Hand back to AI. If a teammate simply replies in the conversation, it holds off too, for a day by default.

What your customer sees

Its first reply in a conversation opens with a short introduction: it is your business's AI assistant, and the customer can talk to someone on the team instead. You can reword that line, but not turn it off. Drafts your team sends themselves don't get it.

Voice messages and photos

It transcribes a voice message first, and the transcript sits next to the message in the inbox. For a photo, it reads a short description.

Testing and overview

On the Test tab, you ask it questions the way a customer would. Nothing goes out.

Each reply shows what it would do, answer or hand over, and why. Ask for a person and you see the exact line your customer would get.

At the top of Overview you see how many conversations it handled itself, with the trend against the previous period. Below that: what it handed over and why, and which questions often went unanswered.

Blocking and opted-out contacts

Block a contact in the inbox and they get no AI, no automations, and no campaigns. Their new messages still arrive, under the Blocked filter, without a notification. You can undo it.

A contact who opted out still gets answers to their own questions. Opting out stops campaigns and automated messages, not the conversation.

Outside the 24-hour window

WhatsApp only allows a free-form message within 24 hours of the customer's last message. Outside that window it sends nothing and leaves a note for your team instead.