AI agent on WhatsApp

The agent is the one who answers your customers on WhatsApp when you're not around - or all the time, if you want.

Create the agent

In CRM > Agents, create an agent and define:

Role and instructions - who it is, what it can and can't do. E.g.: "store assistant, answers questions about products and delivery times, never promises discounts".
Knowledge base - turn this on so it answers based on your pages. That's what prevents made-up answers. See Knowledge base.
Channel - which connected WhatsApp account it works on.

Only turn it on after testing

Start with the agent inactive. Send a few test messages yourself, check the replies in the Conversations tab, adjust the instructions and the knowledge base. Only activate it when the answers sound the way you'd answer.

Best practices

Say what not to do. Explicit limits ("don't negotiate prices", "don't promise delivery times beyond what's in the knowledge base") are worth more than generic instructions.
Define when to hand off to a human. Complaints, refund requests and anything out of scope should come to you, not to the agent.
Review the conversations in the first week. That's where you find the question that's missing from your knowledge base.
Keep the knowledge base up to date. An old price in the knowledge base becomes a wrong answer on WhatsApp.

Keep track

All conversations live in CRM > Conversations, with the full history. You can take over a conversation at any moment and reply in the agent's place.

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