Customers text at night,the assistant answers at the right moment.
Link your number with a QR code and pick your sector. The assistant replies in your brand voice using the facts you give it, stays quiet when it does not know, and hands chats close to a sale to your team.
Rather hand the job over? In our WhatsApp & Live Chat service we run this tool for you; scope and monthly price are published.
WhatsApp chatbotHow the WhatsApp AI agent works
For every incoming message the assistant checks four things in order. That order decides where the answer comes from, so it never strings together a random reply.
- 1Hand over?
Requests for a person, negative messages and hot leads go to the team.
- 2Sector question?
If it matches a common question in the template, the ready answer is used.
- 3General intent?
Greetings, price, returns and support get a reply in your brand voice.
- 4Language model
If enabled, it writes a reply using your knowledge base.
- 5No match, stay quiet
The assistant never sends a random answer; the chat waits.
Setup: connect the number, set the tone and the facts
- 1Open the QR code in the panel and scan it from Linked devices in WhatsApp on your phone.
- 2Pick your sector; templates cover hair transplant, aesthetics, restaurants, e-commerce, real estate, salons, car service, education, gyms, clinics and B2B services.
- 3Set the voice: casual, semi-formal or formal, reply length and emoji use.
- 4Add your FAQ file and any banned claims to the knowledge base.
- 5Enter your business hours and the out-of-hours message, then try it in the test tab.
When the assistant stays quiet and when it hands over
A good assistant does not answer every message. A bot that speaks at the wrong moment loses more customers than one that stays silent.
| Situation | What the assistant does | Default |
|---|---|---|
| Group chat | Does not reply | On |
| You are typing | Does not interrupt | On |
| You wrote in the last few minutes | Waits before stepping in | 10 minutes |
| Personal number on your allow list | Never replies | You fill the list |
| Words like "human", "manager", "complaint" | Hands the chat to your team | You edit the words |
| Negative tone | Hands over above a threshold | Medium threshold |
| Long conversation | Hands over after a set number of replies | 6 replies |
Lead score: which conversations are close to a sale
Each conversation gets a score calculated from what the customer wrote. Only the customer's messages count, so our own replies cannot inflate it. A score of 70 or more is hot; 40 or more is warm.
Points come from the assistant's scoring rules. A negative tone takes off 10 points and a clear refusal 25; the total stays between 0 and 100.
To move hot leads into the list your sales team works from, use the CRM screen. We measured how reply speed affects sales in our WhatsApp response time article.
Conversation automations and alerts
| Automation | What it does | Default |
|---|---|---|
| Waiting customer | Notifies the team when a customer has waited 10 minutes | On |
| Price flow | Sends the template's price answer to someone asking about price | Off |
| Window closing | Sends a follow-up at hour 20 after the last message | Off |
| Escalate complaint | Raises a complaint left unowned for 30 minutes | On |
Automations that message customers are off by default; turn them on only with consent.
- A chat left unanswered for two hours appears in critical alerts.
- Chats handed to the team but not picked up are listed separately.
- Chats where the assistant got stuck, and open complaints, stay visible.
- The same automation never runs twice for the same message.
WhatsApp auto replies and broadcast rules
On WhatsApp, free-form messages can only be sent within 24 hours of the customer's last message. That is why the broadcast screen does not list everyone; it shows who was left out and why.
- Anyone whose last message is older than 24 hours is excluded.
- Anyone who asked to opt out is never messaged again.
- Group chats and archived conversations are left out.
- A single broadcast reaches at most 200 people.
To run the ad that brings leads into WhatsApp, see the Instagram ads guide. To answer Instagram commenters in private, use Instagram DM automation rules.
Who it suits
| Criterion | WhatsApp Business quick replies | Menu bot | AgentFabrica assistant |
|---|---|---|---|
| Understands free-form questions | No | Menu options only | Through intent and knowledge base |
| When it does not know | No answer | Back to the menu | Stays quiet or hands over |
| Handover to the team | Manual | Rule-based | By keyword, tone and reply count |
| Lead score | No | No | 0 to 100, with signals |
| Setup | On the phone | Flow design needed | QR code, sector template, knowledge base |
Frequently asked questions
What is a WhatsApp AI agent?
It is an assistant that answers messages to your WhatsApp number in your brand's voice and stays quiet or hands over to your team when it does not know. It works from the sector template and knowledge base you provide.
How do I connect my WhatsApp number?
Open the QR code in the panel and scan it from Linked devices in WhatsApp on your phone. The app on your phone keeps working.
Will the assistant give wrong information?
When a question has no answer in your sector template, knowledge base or the information the language model is given, it stays quiet instead of guessing. You can list claims it must never make.
What if a customer wants to talk to a real person?
The chat goes to your team when words like "human" or "manager" appear, when the tone turns negative, or after six assistant replies. Once your team takes over, the bot stops writing in that chat.
Can I send automatic WhatsApp messages?
Yes, within the rules. Free-form messages go out only within 24 hours of the customer's last message. People who opted out are never messaged, and one broadcast reaches at most 200 people.
What happens outside business hours?
You set business hours day by day. Messages that arrive outside those hours get the automatic reply you wrote.
Does it reply in group chats?
Not by default. Group chats are in silent mode and are left out of broadcasts too.
How is the lead score calculated?
Asking about price, asking for an appointment, sharing contact details, continuing the conversation and recent activity raise the score. A negative tone and a clear refusal lower it. The effect of each signal is shown on screen.
Sources
The official documentation behind the technical points on this page:
- [1]WhatsApp Help Center: Linking devices
How a number is linked to another device by scanning a QR code.
- [2]WhatsApp Business Messaging Policy
The opt-in and opt-out requirements for marketing messages.
- [3]Meta for Developers: Sending messages
The 24-hour window for free-form messages after a customer's last message.
Related pages
- WhatsApp chatbot serviceWe set up and run the assistant for you.
- CRMFollow hot leads all the way to a sale.
- Live chatReal-time conversations with visitors on your site.
- Instagram adsSet up the ad that brings customers into WhatsApp.
- AI AssistantThe brand assistant is not a generic chatbot; it answers knowing your brand's name, industry, competitors, voice and what people say about you online.
Customers are texting. Is your reply ready?
The WhatsApp assistant opens on paid plans; you link your number by QR code. The full panel is free with no time limit: brand, accounts, reports. Allowance: 10 captions a month, 2 images a month, 1 videos a month, 1 brand, 1 user.