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WhatsApp AI Assistant · How it works

How the assistant works, from first message to closed case

What happens between your customer writing and getting an answer: what the artificial intelligence replies, when someone on your team steps in, how everything gets recorded and how we get it running in your business.

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The journey of a message

Five steps, with nobody copying and pasting

  1. On WhatsApp, 24/7

    The customer writes

    They write to the usual number, in their own words. They can send text, a voice note, a photo or a PDF. No menu to pick from, nothing to download.

  2. Resolves and asks

    The AI responds

    It recognises the customer if they have written before, understands what they need and answers if the reply is in the information your business approved. If something is missing to move forward — a date, a model, a photo — it asks for it right then.

  3. To the right owner

    Routes with a reference

    If the case needs a person, the assistant assigns a reference number and emails the owner with what the customer needs, a summary of the conversation and any attachments.

  4. From their inbox

    The team replies

    The owner answers the email with “Reply”. If the case isn't theirs, they reassign it with one sentence (Company plan and up). If they attach a file, the customer receives it.

  5. In your brand's voice

    The customer gets it

    The assistant turns the internal reply into a clear message in your business's tone and delivers it on WhatsApp with its reference number. The case is logged with its timings.

Clear limits

What it resolves alone and what it hands to a person

The assistant does not improvise. It works from the information your business approves in the structure phase: services, opening hours, public prices, requirements, policies and answers to the questions you get most. Anything in there, it answers instantly, at any hour.

Anything that isn't — a custom quote, an exception, a complaint, a decision — it does not answer: it routes it with a reference number to the person who can resolve it. So the customer never gets a made-up answer, and your team only sees the cases that genuinely need someone.

  • Resolves alone: opening hours, location, requirements, availability, the status of a reference, common questions.
  • Prepares and routes: quotes, appointments that need confirmation, special orders, documents for review.
  • Hands to a person straight away: complaints, emergencies and anything your business defines as sensitive.

What it understands

Your customers write however they like

  • Free text

    Typos, abbreviations or several questions in one message.

  • Voice notes

    Understands audio and replies in writing, so there is a record. From the Company plan up.

  • Photos and PDFs

    Files them in the cloud and links them to the customer's reference number.

  • Spanish and English

    Replies in the language the customer writes in.

  • Memory of every customer

    Name, history and assigned owner, so it never asks for the same thing twice.

  • Follow-up by reference

    If a customer asks about their case, it replies with the status of their reference.

Routing

How it decides who owns each case

Routing rules are set with you in the structure phase and tuned with each month's data.

  • By service

    Each service or department has an owner: quotes to sales, invoices to admin, warranties to field service.

  • By person

    If the customer already has an assigned owner, their case goes back to that same person.

  • By history

    A customer returning about the same issue continues under their reference, with all the earlier context.

  • Overdue alerts

    If a case sits unanswered for too long, an alert goes out before the customer is lost (Company and Corporate plans).

Methodology

Five phases, from audit to continuous improvement

Implementation is included in every plan. It isn't installing a bot: it is putting order into how your business serves customers, and then automating it.

  1. Audit

    Phase 1

    We review how you serve customers today: what they ask, how long they wait for an answer and where cases get lost.

  2. Structure

    Phase 2

    We define services, owners, routing rules and the information the assistant is authorised to answer.

  3. Implementation

    Phase 3

    We set up the accounts in your business's name, the flows and the answers, and run real tests before opening it to customers.

  4. Training

    Phase 4

    Your team learns to reply, reassign and read the reports. They are ready from day one.

  5. Optimisation

    Phase 5

    Every month we tune answers and rules with the data: what gets asked most, where cases stall, what can be resolved alone.

Before we start

What we need from your business

We do most of the work. From your side we need information and decisions, not programming time.

  • The list of services and who answers for each one.
  • Opening hours, location, public prices and requirements.
  • The questions you get most and how you want them answered.
  • The email addresses of the people who will receive cases.
  • Access to the business's WhatsApp Business account, or we set one up with you in your name.
  • Which topics must always go to a person.

FREQUENTLY ASKED

Questions about the assistant

Is it a menu chatbot?

No. A menu chatbot makes the customer choose “1, 2 or 3”. The assistant understands what the customer writes or says in a voice note, in their own words, and replies to that. If it doesn't have an authorised answer, it routes the case to a person.

What do I need to install?

Nothing on your customers' or your team's phones. The assistant connects to your business's WhatsApp Business account and your team works from the email they already use.

What if my team doesn't answer the email in time?

The case stays open with its reference number and timings. The Company and Corporate plans include overdue alerts: if a case sits unanswered for too long, an alert goes out before the customer is lost.

Can I change what the assistant says?

Yes. The authorised information is defined with you and tuned every month in the optimisation phase, based on what your customers actually ask.

Does it connect to my calendar or payments?

In the use-case examples the assistant checks an availability calendar and sends payment links. What gets connected in your business is defined in the structure phase, based on the tools you already use.

Keep exploring the assistant

We'll show you how it would look in your business

In the assessment we go through your most common messages and show you what the assistant would answer alone and what it would route to your team.

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