Every new customer message is read by the assistant, which answers using your instructions, your knowledge files and the recent conversation.

What the assistant uses

• Your instructions (tone, prices, delivery, policies).
• Your knowledge files (menus, price lists, FAQs).
• The last messages of the chat, so it keeps context.

It never sees your other customers' chats.

When AI does not reply

• AI is off for the channel or for that chat.
• You took over the chat. AI stays quiet until you hand it back, or until the auto hand-back time passes.
• Working hours: if you set AI to reply only outside your hours, it stays quiet while you are open.
• No active plan or the daily reply limit is reached. You get a notification when this happens.
• WhatsApp only: more than 24 hours passed since the customer's last message. Meta only allows template messages then.

Mistakes

AI can make mistakes. Keep your instructions short and specific, and check the chats regularly. You are responsible for what is sent to your customers.