WhatsApp AI Agent

The WhatsApp AI Agent lets you automate responses to incoming WhatsApp messages using AI. It can handle common questions, qualify leads, and escalate complex issues to human agents.

Enabling the AI Agent

Go to WhatsApp in the sidebar.
Open any conversation.
Toggle the AI switch in the conversation header to enable AI for that specific chat.
Alternatively, enable AI globally from Settings > WhatsApp > AI Agent.

How It Works

When the AI agent is enabled for a conversation:

An incoming message is received.
The AI analyzes the message content, conversation history, and any relevant CRM data.
It generates a response based on your configured tone, knowledge base, and rules.
If auto-reply is enabled, the response is sent automatically. Otherwise, it is presented as a suggestion for the agent to review and send.

Configuration Options

Tone & Style — Choose from Professional, Friendly, Casual, or Custom. Define specific phrases to use or avoid.

Knowledge Base — Upload documents, FAQs, or product catalogs that the AI references when answering questions. The more context you provide, the better the responses.

Escalation Rules — Define conditions under which the AI should stop responding and hand off to a human:

Sentiment detection (angry or frustrated customer)
Specific keywords (e.g., "refund", "cancel", "speak to manager")
After N failed attempts to resolve

Business Hours — Set the AI to only respond outside business hours, or always respond.

Per-Chat vs. Global Toggle

You can enable/disable AI on a per-conversation basis. This is useful when:

A conversation requires a personal touch
The customer has requested to speak with a human
You are handling a sensitive issue

The per-chat toggle overrides the global setting.

Monitoring AI Performance

View AI performance metrics at Settings > WhatsApp > AI Agent > Analytics:

Response accuracy (based on customer satisfaction follow-ups)
Escalation rate
Average handling time
Most common topics handled