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Store Management

Using WhatsApp Support and Live Chat Assistant

Daily use of the AI support assistant - monitoring conversations, taking over, and quick replies.

If the WhatsApp Support and Live Chat modules are installed, daily use is managed from a single screen. Refer to the guides on the relevant module pages for installation steps.

Conversations Screen

The WhatsApp Conversations page lists all messages from WhatsApp and the website widget in real time.

  • Customers appear on the left together with a channel badge: their WhatsApp number or Site · Member/Guest.
  • The complete history of the selected conversation appears on the right. Assistant responses are labeled Assistant, and your responses are labeled Agent.
  • Unread conversations or conversations that require attention are highlighted with a red indicator.

Taking Over and Handing Back to the Bot

  • Take Over: The assistant stops responding and the conversation is assigned to you. You can write directly to the customer from the message box.
  • Hand Over to Bot: When your work is complete, return the conversation to the assistant. The assistant continues from where it stopped.
  • If the customer requests an agent or the assistant is unsure of its response, the conversation is transferred to you automatically and appears as With Agent in the list.

Quick Replies

Use the ⚡ Insert Quick Reply menu above the message box to add a saved text to the draft with one click. The {{musteri}} variable in the text is replaced automatically with the customer's name.

Manage quick replies under WhatsApp Support Settings → Quick Replies.

Training the Assistant

The Additional Instructions field allows you to give the assistant rules that are specific to your store. For example:

  • Our working hours are weekdays from 09:00 to 18:00.
  • Recommend the WELCOME code to customers who ask about campaigns.

Use the Response Language setting to make the assistant always respond in the language you select.

Security reminder: The assistant can access only the order information belonging to the customer in the current conversation. It always reads price and stock information from the live database.