Set up intelligent AI auto-replies that handle customer questions 24/7 and know when to hand off to humans.
Why AI Auto-Reply?
AI auto-reply transforms your WhatsApp into a 24/7 customer service channel:
- Instant responses (under 3 seconds)
- Handles routine questions automatically
- Reduces support workload by 60-80%
- Customers get help anytime, even at 3 AM
How It Works
- Customer sends a message
- AI analyzes the message intent
- AI generates a contextual response using your business info
- If the question is complex, AI escalates to a human
- Response is sent to the customer
The AI learns from your business context: products, pricing, policies, FAQs.
Step-by-Step Setup
Step 1: Enable AI Auto-Reply
- Go to Settings → AI Configuration
- Toggle "Enable AI Auto-Reply" to ON
The AI is now active for new conversations.
Step 2: Configure Business Context
The AI needs to know about your business. Fill in:
Business Information:
- Business name
- What you sell (products/services)
- Business hours
- Location(s)
- Contact methods
Product/Service Details:
- Product names and descriptions
- Pricing information
- Availability
- Popular items
Policies:
- Return/refund policy
- Shipping information
- Payment methods accepted
- Warranty details
Step 3: Set Up FAQs
Add your most common questions and ideal answers:
| Question Pattern |
Answer |
| What are your hours? |
We're open Monday-Friday 9AM-6PM, Saturday 10AM-4PM |
| Do you deliver? |
Yes, we deliver within the city. Orders over $50 get free delivery |
| How do I return an item? |
Items can be returned within 30 days with receipt |
The AI uses these as reference points.
Tone Settings:
- Professional (formal language)
- Friendly (conversational, uses emojis)
- Casual (relaxed, informal)
Response Length:
- Concise (1-2 sentences)
- Balanced (2-3 sentences)
- Detailed (comprehensive answers)
Escalation Rules:
- Escalate complaints automatically
- Escalate when customer asks for human
- Escalate after X unanswered questions
Step 5: Set Boundaries
Tell the AI what NOT to do:
- Don't make promises about delivery dates
- Don't discuss competitor products
- Don't share internal pricing formulas
- Don't handle legal or medical advice
Prompt Engineering Tips
The system prompt shapes AI behavior. Good prompts:
Be Specific:
Bad: "Help customers"
Good: "You are a helpful assistant for Acme Electronics. Help customers with product questions, order status, and returns."
Include Constraints:
"Never promise specific delivery dates. Instead, say 'typically 3-5 business days' and offer to check specific orders."
Define Tone:
"Be friendly but professional. Use the customer's name when available. Keep responses under 3 sentences unless more detail is needed."
Testing Your AI
Before going live:
- Send test messages from your personal phone
- Try common questions
- Try edge cases and unusual requests
- Verify escalation works correctly
- Check response tone matches your brand
Human Handover
When a human agent needs to take over:
- Agent sends any message from the dashboard
- AI automatically pauses for that conversation
- Customer receives notification: "A team member is here to help"
- AI stays paused until agent types "BOT" to resume
Monitoring & Improvement
Review AI performance regularly:
- Check conversations where AI escalated
- Look for patterns in unanswered questions
- Update FAQs based on common queries
- Refine system prompt based on issues
Best Practices
- Start with AI on limited hours, expand as confident
- Review first 50 conversations manually
- Update business context when things change
- Keep FAQs current with seasonal info
- Train team on handover protocol
