Answer WhatsApp chats and take over from the AI
Read the company's WhatsApp chats in Messages, see where the AI or a person answers, and take a chat over or hand it back.
Open Messages and pick WhatsApp in the inbox column. The AI agent answers your WhatsApp chats; AI off on a chat means a person answers that customer.
In this video
Step by step
- 1
Your WhatsApp chats live in Messages, under WhatsApp. The AI agent answers, and your team can step in.
- 2
The switch at the top covers the whole line: AI replies on this line, on or off.
- 3
Each chat shows its last message. AI off means a person answers that customer.
- 4
Here, the AI is answering Jessica's questions about whitening.
- 5
Stop AI for this person hands this chat to your team. The AI keeps answering everyone else.
- 6
When a teammate answers, the AI goes quiet for that chat by itself. Maria took over Carlos's toothache here.
- 7
Give it back to the AI turns the agent on again, for this person.
- 8
You type in the box at the bottom. In this demo, the line is not connected, so the box is greyed out.
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