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Service & sales
An AI customer service agent answers your customers on WhatsApp from what’s on your store’s website, sends a link to buy, and hands angry customers to you.
Your agent is set up and supported by Shahaf Platin of Platin Digital, who builds AI agents for businesses after 12 years in websites and marketing.
Thursday, 10:30 PM
Without an agent
All three wait until morning
With an agent
Each one handled differently, within the minute
Three messages, three different responses: the agent answers from what’s on your store’s website, sends a link to buy, and knows when to hand over to you.
An AI agent is a digital assistant connected to your WhatsApp and your store’s website: it reads what the customer wrote, checks stock and orders, and answers in everyday language.
Stock and sizes, prices, shipping and exchanges, and where an order is. Customers write in their own words, even two questions in one message.
Discounts, special prices and refunds: the agent drafts a reply and you approve it. You make the actual refund yourself. An angry customer, or anyone who asks for a person, goes to you right away.
We go through the questions your customers ask. Before the agent answers a single customer, you see how it would have answered real chats of yours.
Five kinds of questions, and one card on what gets handed to you. On each card: what you tell the agent once, and what it does from then on.
"Answer product questions from what’s on the website and from the stock"
"When someone asks where their order is, check and answer"
"When a customer can’t decide, suggest what suits them and send a link"
"Answer shipping and exchange questions from the store policy on the website"
"A request for a discount or a refund: draft a reply and show me before it’s sent"
"An angry customer, or anyone who asks for a person: pass them to me right away"
This is how we start: in its first message the agent says it’s the store’s digital assistant. A customer who knows who they’re talking to writes short and clear, and knows they can reach you as well. The wording, the name and the agent’s tone of voice are yours to set.
The first message from the example above, step by step.
Thursday, 10:30 PM. A customer who saw a shoe on Instagram writes to the store’s WhatsApp: "Hi, do you have the white sneakers in size 39?"
The agent finds the white sneakers on your store’s website and checks the stock: size 39 is available. Sizes 38 and 40 are sold out.
The agent introduces itself, answers from the stock at that moment, and offers to send a link.
The customer gets a link to the shoe’s page. She buys and pays on the website, not in the chat.
In the morning you see what happened overnight: what the agent answered, what’s waiting for your approval, and what it handed to you. The numbers here are for illustration.
Before the agent starts answering customers, it shows you how it would have answered real chats of yours from recent weeks. It starts working only when the facts are right and the tone is yours.
The agent reads every message the way the customer wrote it, and then answers, drafts a reply for your approval, or hands it to you.
Menu botAnswers one of them, or shows the menu again
AI agentAnswers both in the same message
Menu bot"This product is unavailable," and the chat ends
AI agentSays it’s sold out, and suggests another color or a similar style available in the customer’s size
Menu botKeeps offering "Press 1, press 2"
AI agentDoesn’t argue, tells the customer who will get back to them, and hands over to you right away with a summary
Menu bot"Sorry, I didn’t get that. Please try again"
AI agentWrites "Let me check and get back to you" and hands it to you. It doesn’t make up an answer
Menu botThe menu has no such option
AI agentTells the customer the request is being looked at, and sends you a suggested reply to approve
The agent answers only from what’s written on your website and in your documents. It doesn’t give a price or a promise that isn’t written there: it writes "Let me check and get back to you" and passes the question to you. More on this split in our guide to AI customer service.
Answer six short questions about the messages customers send you. The result appears here right away, and you don’t need to leave any details.
Answer all the questions to see your result.
This is the split we start from. You decide what moves from one list to another.
The agent never asks for card details or ID numbers. It isn’t given passwords, doesn’t move money and doesn’t delete anything. What waits for approval and what gets handed to you arrives on WhatsApp, Telegram or email, whichever suits you, and always with a summary, so the customer doesn’t have to tell the whole story again. More on what an agent may and may not do: AI agent security.
The agent answers wherever your customers already write to you, and checks its answers on your store’s website. Not sure what your site is built on, or it’s on a different platform? We’ll check on the intro call.
On WhatsApp, your number stays the same number, and you keep answering from it yourself whenever you like. We handle the connection. WhatsApp charges a small fee for messages the business starts. Replying to a customer who wrote to you isn’t charged. The details are in our guide to WhatsApp bots for business.
Customers meet the agent only at step four.
You’re involved
On an intro call we go through last month’s messages together, and decide for each kind of question: the agent answers alone, drafts a reply for your approval, or hands it to you. We also settle who receives what it hands over.
We connect the agent to WhatsApp and to your store’s website. It runs on a separate computer in the cloud, and on the website it gets its own username, which can see only what it needs in order to answer.
You’re involved
The agent writes how it would have answered real chats of yours from recent weeks. Customers see nothing. You read and correct facts and tone, and it remembers every correction for next time.
You’re involved
At first the agent answers only what we agreed it answers alone, and everything else goes to you. You can start with only the hours you’re closed, and add daytime once you’ve read the chats.
You’re involved
We go through the chats the agent handed to you, and find questions that came up again with no answer for it to give. You write the answer once, and we add it. From then on it answers that question on its own.
How long it takes depends on the number of places the agent answers in: WhatsApp alone is much quicker than WhatsApp, Instagram and email together. The numbers are in the questions below. What to prepare in advance: building an AI agent for your business.
Three ways to answer customers, in five situations:
As you do today
The customer picks from a list
We connect and support it
What the agent can take off your hands: the questions that come back every day, like "Do you have my size?", "How much is shipping?" and "Where’s my order?", and the messages that arrive in the evening and over the weekend. If you pay someone to answer customers, those are the hours the agent can replace. An angry customer and a discount request stay with you.
Four situations where we’ll tell you not to start yet:
A customer who was handed to you and got no answer is a customer left hanging. Before starting, you need to decide who receives those chats, and within how many hours they get back to the customer.
If every product is made for the customer and the price is set in conversation, the agent will answer only about shipping and order status. Questions about the order itself you’ll answer yourself. An agent can prepare the quote for your approval, and that’s business automation.
With only a few messages a week, of all kinds together, you’re better off answering yourself. Connecting an agent won’t pay off at that volume.
If your return terms change every month and nobody has written them down, write them down first. An agent with no written answer will hand every question to you.
By default, yes, from the first message. The agent says it’s the store’s digital assistant. Anyone who asks to talk to you is passed to you right away. A customer who finds out on their own that software answered them feels tricked. If you’d like different wording, we’ll change it.
Yes. The number stays the same, and you keep answering from it yourself on your phone. We handle the connection. WhatsApp has a few conditions for a connection like this, and they’re set out in our guide to WhatsApp bots for business.
Before it talks to a single customer, you see how it would have answered real chats of yours, and correct it. Once it’s working, every chat is open for you to read, and you can correct it at any time. And when it has no written answer it doesn’t guess: it writes "Let me check and get back to you" and passes the question to you.
You do, in the store’s WhatsApp, and you can step into a chat at any time. The chats are kept on a separate cloud computer used only by your business and aren’t mixed with other businesses’. Some of them pass to the company that provides the AI, and before connecting we agree with you on what it may do with them.
Like an AI sales agent, it brings the customer as far as the product page: asks what they’re looking for, recommends and sends a link. The customer buys and pays on the website. The agent gives a discount or special price only after you’ve approved it.
You choose. Our recommendation: start with the hours you’re closed, read the chats, then add daytime. During the day you can have it answer first, and step into the chat yourself when needed.
A first, simple case, such as stock and size questions on WhatsApp, can be working within three days of connecting, while you still read and approve its answers. Several places together, such as WhatsApp, Instagram and email, take one to two months, including the test stage.
You pay once for the setup, then a monthly fee for ongoing support. There is also a monthly charge for using the AI itself, and it appears in the proposal you receive. You get the exact price in writing before we start. WhatsApp charges a small fee for messages the business starts. Replying to a customer who wrote to you isn’t charged. The details are in our guide to WhatsApp bots for business. What the price is made up of: How much does an AI agent for business cost.
Message us on WhatsApp with three questions customers ask you again and again. We’ll reply in writing with what an agent can answer on its own and what stays with you. No commitment.
Message us on WhatsAppWho sets up your agentShahaf Platin builds and supports AI agents for businesses at Platin Digital, with 12 years of experience in websites, marketing and digital. Platin Digital is an OpenAI Select Partner.
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