Opening the form
- Create: From the AI Chatbots dashboard, click Create New Bot.
- Edit: Click Edit on any existing bot card. The form loads with all saved values pre-filled.
Core Identity & Mission
Defines who your bot is and what it is trying to achieve. These two fields are required — the bot cannot be saved without them.An internal label for this bot (e.g.
Support Specialist, Sales Assistant). Visible in the bot dashboard card and internal logs. Not shown to customers.A plain-language description of what your business does and what this bot should help customers with. The AI uses this as its primary framing context for every reply.Good example:
We are a SaaS company selling project management software. The bot should help prospects understand our pricing tiers, answer questions about integrations, and guide trial users through onboarding steps.Keep this focused. The more specific the mission, the more accurate and on-topic the bot’s replies will be.Knowledge Base
The knowledge base is the information the bot draws on when answering customer questions. At least one of — text or uploaded files — must contain content before the bot can be saved.A freeform text block containing everything the bot should know: FAQs, pricing, business hours, product descriptions, policies, contact details, and so on.You can leave this empty if you are supplying all content via uploaded files, but combining both is recommended for best coverage.
Upload documents to supplement or replace the text knowledge base. Files are parsed server-side to extract plain text, which is then embedded alongside any manual text you have entered.
Limits: Each file must be 10 MB or smaller. There is no cap on the number of files.Uploaded files appear in the Connected Sources list below the text area. Click the trash icon on any source to remove it.
| Supported format | Notes |
|---|---|
.txt | Plain text; read as-is |
.csv | Read as plain text; useful for product catalogues or FAQs in tabular form |
.pdf | Text is extracted automatically; image-only PDFs will yield no content |
.docx | Word documents; text is extracted automatically |
Custom Instructions
Additional behavioural rules layered on top of the knowledge base (mapped to
system_prompt internally). These instructions are injected directly into the AI system prompt, giving you fine-grained control over bot behaviour.Use this field to:- Restrict topics the bot should never discuss
- Define mandatory questions the bot must ask before proceeding
- Set formatting rules (e.g. “always reply in bullet points”)
- Override default politeness patterns
Always ask for the customer's order number before discussing any refund. Never mention competitor products. If a customer asks about pricing, direct them to our pricing page at https://example.com/pricing.This field is optional. Leave it blank if the Mission and Knowledge Base are sufficient.Response Settings
Controls how the bot communicates, not what it says.Conversation Tone
Sets the overall communication style of all AI-generated replies.
Selecting a tone shapes word choice, sentence structure, and the overall feel of every response. It does not affect factual accuracy.
| Value | Description |
|---|---|
friendly | Warm, approachable, and conversational — good for consumer brands and lifestyle products |
professional | Formal and precise — good for B2B, legal, financial, or healthcare contexts |
balanced | A middle ground between friendly and professional — suitable for most businesses |
enthusiastic | High energy and upbeat — good for e-commerce, events, or promotional contexts |
Response Delay
How many seconds the bot waits after receiving a message before sending a reply. Adjustable between 5 and 60 seconds via a slider.Recommended starting point: 8–12 seconds for most businesses. Reduce to 5 seconds for high-volume support queues where speed is critical. Increase toward 30+ seconds if your customers tend to send long, multi-message context before asking their question.
Notifications
Governs what happens when the AI cannot — or should not — handle a conversation any further and a human needs to take over.Human Agent Request Notification
When enabled, WhatsAble sends you a real-time notification the moment the system detects a customer wants to speak with a human agent.Detection is triggered by:
- Any message that matches one of the configured Trigger Keywords
- Any situation described in the Custom Handoff Scenarios field
Trigger Keywords
A list of words or short phrases that, when detected anywhere in an incoming customer message, signal that the customer wants human assistance.The bot stops its automated replies when a match is found and (if notification is enabled) alerts your team.Common examples:
agent, human, speak to someone, real person, talk to a person, help meYou can add as many keywords as needed using the + button. Remove any with the × button. Matching is case-insensitive.Trigger keywords work independently of the Handoff Scenarios. Both mechanisms can be active simultaneously — keywords catch explicit requests, while Handoff Scenarios catch contextual ones.
Custom Handoff Scenarios
A plain-language description of situational escalation conditions — circumstances where the AI should transfer to a human even if the customer has not explicitly asked for one.The AI reads this field as part of its system prompt and uses it to decide when to stop replying.Example:
Escalate to a human agent when: the customer expresses strong frustration or uses angry language; the conversation involves a refund request over $500; the customer reports a product safety issue; three or more back-and-forth exchanges have not resolved the customer's issue.Leave blank if you only want keyword-based handoff.Saving the configuration
Click Save Configuration (bottom-right of the form). The bot validates that:- Agent Name is not empty
- Business Mission is not empty
- Knowledge Base contains at least some content (text or files)
Editing a bot does not affect any conversations already in progress. Changes take effect for the next incoming message processed after the save completes.
Next steps
AI Chatbots Overview
Dashboard actions, plan requirements, and how a bot processes messages end-to-end.
Embedding Process
Connect a WhatsApp number to your workspace before a bot can go live.