AI agents
An AI agent answers your WhatsApp customers from your own knowledge, labels conversations, follows up when a lead goes quiet, and hands the chat to a person when it should.
An AI agent answers the customers who write to your WhatsApp numbers. It replies from the knowledge you give it, in the language the customer writes in, and it hands the conversation to a person when the customer asks for one or when a situation needs a human. It can also tag conversations with your labels, send files you chose, and follow up when a customer stops replying.
You manage agents under AI agents in the main menu (/ai-bots) of the Whatsable app.
Who can use AI agents
AI agents are included in the Pro and Agency plans, and in the free tier you get when you sign up without a card. The Bulk Message plan only sends campaigns and has no AI agent: on that plan the page shows an upgrade panel instead. See plans.
Only the owner and Admins create and edit agents. Every teammate who can open a conversation sees what the agent did in it, and can rate its decisions.
What an agent does
- Answers from your knowledge. It reads the files, written facts and website pages you add, and says it does not know when they do not cover the question. It is told never to state a figure, such as a price, that your knowledge does not contain. When a message still holds one, the message is sent and the figure is flagged in the inbox for your team to check. See Unverified figures.
- Follows your rules. You write its mission, its custom instructions and its tone.
- Reads what customers send. It understands voice notes, images and documents, and answers in text.
- Hands over to a person. Words you choose, or situations you describe, make it step back. Your team can get a notification when that happens.
- Labels conversations. It can add or remove the labels you allow, when your rules say so.
- Sends files. It can send a price list, a menu or a brochure you uploaded, picked from the sentence you wrote about each file.
- Follows up. When a customer goes quiet, it can write again on the schedule you set, and it stops the moment they reply.
The AI agents page
Each agent is a card with its name, its mission, its status, and how many numbers it answers on. The default agent carries a Default badge. An agent that reads a website shows Updated or Review needed when its website document changed.
| Action | How |
|---|---|
| Create an agent | Click Create agent. See Create an AI agent. |
| Find an agent | Type in Search agents, and sort by Newest or Oldest. |
| See archived agents | Tick the box above the list that shows them, for example Show 2 archived agents. |
| Edit | Click Edit on the card, or the agent's name. |
| Turn a draft or archived agent on | Open the ⋮ menu and choose Activate. |
| Make it answer on every number | Open the ⋮ menu and choose Set as default, then Make default. You need at least one connected number. |
| Copy it | Open the ⋮ menu and choose Duplicate. The copy is a draft. |
| Stop it everywhere | Open the ⋮ menu and choose Archive. Its past conversations stay, and you can activate it again later. |
| Remove it | Archive it first, then choose Delete. Its open follow-ups are cancelled. You cannot undo a delete. |
An organization can hold up to 20 draft or active agents. Archived agents do not count.
Statuses
| Status | What it means |
|---|---|
| Draft | Nothing answers customers until it goes live. You can test a draft. |
| Active | It answers on the numbers it is assigned to. Changes apply to the next message. |
| Archived | It answers no one until you activate it. |
Which agent answers on which number
The Numbers card at the bottom of the page lists your business numbers. Choose the agent that answers on each one. A number set to No AI has no agent. The default agent is simply the agent that answers on every number: Set as default shows you which numbers change before anything moves, and a draft goes live first.
How an agent answers a message
A customer writes
A message reaches a number that has an active agent, in a conversation where the agent is on.
The agent waits a moment
It waits the few seconds you set, so that several quick messages get one answer.
It decides what to do
It reads its mission, knowledge, instructions and the conversation. It replies, chooses not to reply, or hands the conversation to a person. It can also add or remove labels and send a file.
The reply goes out
The reply is sent over WhatsApp, as one message or several, as you chose.
It follows up if you asked it to
If the customer goes quiet and follow-ups are on, it writes again on your schedule, inside your quiet hours and budget.
The agent in the inbox
Open a conversation in the inbox and its contact details panel has an AI agent section:
- Let the agent reply turns the agent on or off for this conversation. When a person replies, or the agent hands over, the agent pauses and the panel says why. Turn the switch on to give the conversation back to the agent. The agent can also take the chat back by itself, as set under Once you reply by hand in its settings.
- Which agent answers picks the agent for this conversation. Use the number's default follows the agent set for the number.
- Under Follow-ups, the Follow up switch stops or allows follow-ups to this contact. When it is off, the agent still answers anything the contact sends.
Each thing the agent did shows in the thread as a decision row: Replied, Handed to a person, Chose not to reply, a follow-up that went out or was skipped, and the labels it changed. Open a row to read why it ran and why it acted. Use the thumbs to rate a decision: your ratings can become suggested changes to the agent. See Configure an AI agent.
When a message from the agent holds a figure Whatsable could not find in what the agent was given, a warning under the message names it, the conversation shows a Figure to check badge, and Mark as checked clears it once someone on your team has looked. See Check a figure the agent wrote.
Next steps
Create an AI agent
Chat with an assistant, use your own AI, fill in the form, or start from a copy.
Configure an AI agent
Every setting in the editor, the test panel, and how to improve an agent from ratings.
Shared team inbox
Where your team and the agent answer customers side by side.
Embedding Process
Connect a WhatsApp number before an agent can answer on it.
You can also manage agents with the API v1 and from an AI assistant connected through the MCP server. An assistant can add to an agent's knowledge or instructions without rewriting them, and read them in full: see Edit an agent from an AI assistant or the API.