Answers WhatsApp messages within seconds, day and night, using only your company's information, and hands the chat to a team member for bookings, complaints or anything it doesn't know. Works once an AI provider is connected.
A digital receptionist that replies on WhatsApp in seconds, around the clock, from your company's information, and passes bookings and tricky cases to your team with the full context. Needs an AI provider connected (your own key or the platform's).
14 tasks1 FAQs
What the system does
Automatic WhatsApp replies in the customer's language
Smart handover to your team
Stays quiet when a staff member replies
"Try the agent" in settings
A full record of every reply
Works once an AI provider is connected
Tasks
01How do I monitor the AI agent's status and automated customer response performance?
Open the AI chat agent page.
Review live statistics: the number of conversations answered by the agent today, the self-resolution rate without human intervention, and the transfer rate to customer service agents.
You can enable or disable automated agent replies with a single click at the top of the page.
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AI chat agent › Settings & try it
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AI agent settings / View
02How do I add a new knowledge source to train the AI agent?
Navigate to the Knowledge base & training menu.
Click the Add new knowledge source button to open the registration window.
Select the source type (FAQ question and answer text, guide article, website URL, or a PDF file containing product catalogs and company policies).
Enter the content and click Save and process; the system immediately chunks the text and generates smart embeddings.
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AI chat agent › What The Agent Knows
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AI agent knowledge / Manage
03How do I view articles and knowledge sources the agent has been trained on?
Go to the Knowledge base & training menu.
Browse indexed articles and files, their inclusion status in agent memory, and their last update date.
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AI chat agent › What The Agent Knows
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AI agent knowledge / View
04How do I edit or update an answer in the knowledge base after company policy changes?
In the Knowledge base & training table, search for the relevant article or question.
Click the actions button and select Edit to update new prices or terms.
Click Save and reindex to update the AI agent's information in seconds.
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AI chat agent › What The Agent Knows
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AI agent knowledge / Manage
05How do I delete an outdated document or information from the AI agent's memory?
In the Knowledge base & training list, select the document you wish to remove.
Click the actions button and select Delete.
Embeddings are purged from the database so the agent stops using this information in future answers.
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AI chat agent › What The Agent Knows
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AI agent knowledge / Manage
06How do I review the log of agent replies and answers to customer inquiries?
Navigate to the AI agent replies log list.
Review conversation history and replies sent by the agent to customers via WhatsApp and the website, along with customer ratings (thumbs up/down) and the sources referenced by the agent.
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AI chat agent › Reply Log
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AI agent replies / View
07How do I evaluate the accuracy of a specific reply and train the agent to correct it?
In the AI agent replies log table, locate the answer that contained an error or lacked clarity.
Click the Correct answer button; enter the approved standard wording and approve adding it directly to the knowledge base as a trusted Q&A pair.
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AI chat agent › Reply Log
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AI agent knowledge / Manage
08How do I configure agent persona, tone of voice, and strict instructions?
On the AI chat agent page, navigate to the Behavior & persona settings section.
Set the conversation tone (friendly, formal and professional, humorous), and write strict instructions (e.g., "Do not answer questions outside company services", "Speak in white Saudi dialect", "If the customer asks about price, request their phone number first").
Click Save directives.
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AI chat agent › Settings & try it
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AI agent settings / Edit
09How do I set up automatic handover rules and conditions to a human agent?
On the AI chat agent page, open the Human handover rules tab.
Specify keywords that trigger immediate transfer (e.g., "I want to speak with an agent", "complaint", "manager"), or enable automatic handover if the customer's intent is misunderstood twice consecutively.
Click Save rules.
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AI chat agent › Settings & try it
Permission needed
AI agent settings / Edit
10How do I control the AI agent's working hours?
On the AI chat agent page.
Select whether the agent operates 24/7 every day of the week, or only acts as backup outside the human team's official working hours.
Click Save settings.
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AI chat agent › Settings & try it
Permission needed
AI agent settings / Edit
11How do I test agent performance in a sandbox chat before deploying to customers?
Open the AI chat agent page.
On the left side of the screen, locate the Test chat window.
Type your queries, test agent responses, and verify referenced sources before publishing updates.
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AI chat agent › Settings & try it
Permission needed
AI agent settings / View
12How do I view channel integration settings?
On the AI chat agent page.
Review communication channels linked to the agent: (WhatsApp Business, Website Chat Widget, and social media apps).
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AI chat agent › Settings & try it
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AI agent settings / View
13How do I update the AI model powering the agent?
On the AI chat agent page in the advanced settings section.
Select the target model (e.g., Claude 3.5 Sonnet, GPT-4o, Gemini Pro) based on desired speed and token cost.
Click Save and update engine.
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AI chat agent › Settings & try it
Permission needed
AI agent settings / Edit
14How do I prevent the agent from answering inappropriate or out-of-scope questions?
On the AI chat agent page.
Enable the Strict protection option in agent settings, and enter the explicit list of prohibited topics.
Click Save changes.
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AI chat agent › Settings & try it
Permission needed
AI agent settings / Edit
Frequently asked questions
Why does the AI agent reply with "I don't have enough information on this topic"?
This behavior is programmed to protect the business from hallucination or providing inaccurate information; the agent is strictly bound to respond only based on documents and data registered in its knowledge base. If a customer inquires about missing information, the agent apologizes or offers handover to customer service.