AI auto-reply
The assistant reads the customer's conversation and replies on your behalf — in the customer's own language, and only from your company's information. It does not "learn"; it is fed facts. The difference between those two is the whole of this page.
How it works
It reads three sources and nothing else: your notes, your company profile (name, phone, address) and your service catalogue with prices. Prices come from the catalogue alone, so one service never carries two different prices.
This is the one rule no note can override. If the information is not yours, it will say it will check and that a colleague will follow up.
Your notes — the key field in the whole system
What you write in the facts field is not background it may consult. It is a set of binding instructions that override its default style.
Every step your notes do not describe ends with "I'll check and a colleague will follow up."
This actually happened: one company's notes said only "ask for his phone number and email immediately." It did exactly that — and once it had them, nothing told it what came next, so it closed the conversation with that sentence.
The fix: write a complete path — what the first reply says, what happens after each step it completes, what the conversation is for, and when to hand over to a person.
Four ways to feed it
| Button | Best for |
|---|---|
| Analyse my conversations and suggest facts | Companies that have been with us a while |
| Pull WhatsApp history from the linked device | Anyone connected by QR — the easiest |
| Import conversations from another app | Anyone arriving from a previous system |
| Analyse the company website | Everyone |
Old conversations contain staff mistakes and outdated prices. In one real archive we found "$1,200" and "1,200 pounds" for the same service, and three different prices for one academic year. Saved automatically, that would have taught the assistant to lie with confidence.
When does it reply?
- Always — it answers every message.
- Outside working hours — nights and holidays only, and it goes quiet the moment the first member of staff is back. It reads your real shift and leave schedule, not a fixed clock.
- Custom — days and hours you set.
You never lose the customer who writes at two in the morning, and it never competes with your staff by day.
Handing over to a person
The first message a human writes in a conversation stops the auto-reply immediately and records an internal note. The customer never sees two answers to one question.
You can also force a handover after a set number of customer messages. And even if instructed otherwise, it will not leak a contact number before the handover point — that is enforced in code, not in text: the text persuades, the code prevents.
Why is it silent? — check in order
Each of these stops the reply on its own. Do not skip one:
- The company-wide switch is on.
- Auto-reply is on for this conversation specifically — conversations older than the "auto-enrol" setting stay off, and one button switches them all on.
- The time is inside the window (mode, schedule, shifts).
- The monthly cap is not spent.
- The last message in the conversation is from the customer, not from you.
- Official WhatsApp: the 24-hour window is open.
Text, voice notes (transcribed, then answered on their content) and images (read directly). It replies in the language of the incoming message, whatever your system language is.
Poor automated replies on WhatsApp lead to complaints, which lower your number's quality rating at Meta, which cuts your sending limits. Read the first ten conversations yourself after switching it on. Do not leave it alone on day one.