A WhatsApp AI agent answers customer questions in chat, day and night. It uses information you give it, such as your products, delivery times and policies. Done well, it handles the repeat questions and leaves your team with the conversations that need a person.
What an AI agent is good at
- Stock, size and colour questions.
- Delivery times and order status.
- Return and refund rules.
- Store timings and locations.
- Sending the right link at the right moment.
What it should not do alone
- Make promises about price changes or special deals.
- Handle angry customers or sensitive complaints.
- Approve refunds or change orders without a rule.
AI agent, chatbot flow or automation?
| Tool | Best for | How it works |
|---|---|---|
| AI Agent | Open questions in the customer's own words | Answers from your business information |
| Flow | Guided steps such as menus and order tracking | A path you design once, with no coding |
| Automation | Messages that should send on a trigger | You set the trigger once and it fires every time |
Most businesses use all three. A flow greets the customer. An AI agent answers questions. An automation sends the follow-up.
How to start
- Write down the ten questions your team answers most.
- Write a clear answer for each, in plain words.
- Add your product, delivery and policy details.
- Test with real questions from past chats.
- Set a handoff so a person can take over at any time.
- Read the first week of conversations and fix the gaps.
Keep a person in the loop
Make it easy for a customer to ask for a person. Route those chats to your team inbox so nothing is lost. Review the agent's answers often, especially in the first month.