## Before you start - Set up your Business Knowledge first. See [Setting Up Business Knowledge for AI Agents](/docs/setting-up-business-knowledge-for-ai-agents). - Add at least one sales channel and one business unit. A **sales channel** is a place where you take orders, such as your shop. A **business unit** is a kind of service you run, such as Laundry or Bag Repair. The test chat answers as one of them. See [Setting Up a New POS Shop](/docs/setting-up-a-new-pos-shop) and [Setting Up Your Business Unit](/docs/setting-up-your-business-unit). --- ## Open the page 1. Click ⚙️ Settings. 2. Under **AI Agents**, click Customer Service Agent. The first time you're here, a blue welcome box appears at the top: **Try it in the test chat, then save. Nothing reaches customers until you add a WhatsApp number and turn it on. Setting it up is free.** It's there to reassure you: you can try things out freely. Nothing goes to customers while you set up. It only starts helping in your inbox after you turn it on, and the box goes away after your first save. --- ## Reply style Reply style controls how every draft sounds. It applies to all your WhatsApp numbers. **Tone** - Friendly: warm and approachable, conversational but helpful. - Professional: polite, clear and business-like. - Casual: relaxed and informal, like a friendly shop assistant. **Length** - Short: one or two short sentences when possible. Best for WhatsApp. - Balanced: enough detail to help, without being wordy. - Detailed: thorough, with every detail the customer needs. **Language** - Match customer: replies in the language of the customer's latest message. Choose this if your customers write in different languages. - English: always replies in English. - Chinese: always replies in Simplified Chinese. --- ## Guidance Guidance is your set of house rules for **how** the AI should reply. Think of it as the page in your staff handbook that teaches a new staff member to handle WhatsApp chats, how to greet customers, what to ask first, and what to avoid. | | Business Knowledge | Guidance | |---|---|---| | **Tells the AI** | **What** is true about your business | **How** to talk to your customers | | **Example** | "Uncollected items are kept for 60 days." | "Always ask for the order number first." | Type your house rules in the **Guidance** box, up to 2,000 characters, then click Save. ### What to include | Rule | Example | |---|---| | How to greet and sign off | "Greet customers by first name. Sign off with '– Sunny Laundry Team'." | | How to welcome a new customer | "Thank first-time customers for contacting us and ask how we should address them." | | What to ask first | "For an existing order, ask for the order number. For a new pickup, ask for the postal code." | | When to ask for photos | "Ask for a photo of any stain or damage before quoting." | | What to say while your team checks | "Say 'We'll check and get back to you shortly.'" | | Emoji use | "One emoji per message at most." | | Words to use or avoid | "Say 'specialist', not 'worker'." | | Details to mention only once per chat | "Share our online store link once, not in every reply." | - **Prices, fees and policies.** These belong in your settings and in [Business Knowledge](/docs/setting-up-business-knowledge-for-ai-agents). - **Topics that should go to a person.** Add them under **Also hand over**. See [Handover to your team](#handover-to-your-team) below. - **Promises.** For example, "Always say we can do next-day." The AI only promises what your settings and Business Knowledge support. ### Examples you can adapt "Greet customers by their first name. For a new pickup, ask for the postal code first so we can check slots. If we already have their address, ask if it is still the pickup address. Then ask what items they have and the latest date they need them back. If they mention a stain or damage, ask for a photo before pickup. One emoji per message at most. Sign off with '– Sunny Laundry Team'." "For a new customer, thank them for contacting Leather Lab and ask how we should address them. Before recommending any service, ask for clear photos of the front, back, sides, corners, handles and inside, plus a close-up of any damage. When photos arrive, thank the customer and say a specialist will review them and send an estimate. Always explain that the final price is confirmed after we inspect the item." ### Write clear rules - "Be nice." - "Reply properly." - "Don't make mistakes." The AI already does this. These rules don't change anything. - "If a customer asks about an order, ask for the order number before anything else." - "If a customer sounds upset, apologise first, then ask for the order number." - "Don't say 'cheap'. Say 'good value'." Write one rule per line. Describe the things your best staff member does that a new one wouldn't. Guidance changes how replies sound, not what the AI is allowed to say. Prices and dates always come from your settings and Business Knowledge. Anything the AI can't confirm is left for your team. --- ## Handover to your team Some messages need a real person. The AI handles them in two ways. - **Always handed over:** complaints, refund or compensation requests, customers asking for a person, and price negotiation. You can't turn these off. Your staff still get a draft, with an orange **Needs a person** warning, so they take extra care. - **Your own topics:** anything you add under **Also hand over**, such as "Damaged or lost items". For these, the AI writes **no draft** and leaves the reply to your team. You can add up to 10. **To add your own topic:** 1. Under **Also hand over**, type a topic of up to 80 characters. 2. Press **Enter**. Repeat for each topic. 3. Click Save at the top-right of the page. Topics are matched by keyword, meaning one important word. If a customer's message mentions any main word of a topic, it goes to your team. For example, "Damaged or lost items" catches messages that mention "damaged" or "lost". - Damaged or lost items - Wedding gown cleaning - Corporate account - Leather recolouring Don't add words such as "order", "price" or "pickup". Almost every chat mentions them, so your team would get almost no drafts. ### What happens when a chat is handed over 1. **The customer isn't told anything.** No message is sent. 2. **Nobody gets a notification.** The chat waits in your inbox like any other. 3. **Your staff open the chat.** For an always-handed-over topic, they see a draft with the orange **Needs a person** warning. For one of your own topics, there's no draft. A yellow bar shows **AI needs your help with this conversation** and the reason. 4. **Your staff reply personally.** A handover covers one message at a time. When the customer writes about something else, a draft appears as usual. For what staff see, see [When to take extra care](/docs/using-ai-suggested-replies-in-whatsapp#when-to-take-extra-care). You may also see **Staff notified on handoff** and **With automatic replies, the customer is told**. These are only for automatic replies, which aren't available on your account yet. You can leave them as they are. Handed-over chats don't trigger an alert. Ask your team to check waiting chats regularly, especially ones with no draft. --- ## What it knows This box shows where the AI gets its information. You don't set anything here. - **Prices, services, minimum orders and opening hours** come from your EasyBiz settings, read fresh every time. Prices use your market's currency, such as S$ or RM. - **About your business, and everything else,** comes from your [Business Knowledge](/docs/setting-up-business-knowledge-for-ai-agents). The box shows how many entries you have, for example "12 entries". To add or change entries, click Manage business knowledge. If the box shows 0 entries, add Business Knowledge before you test. Without it, the AI mostly answers price and opening-hours questions and leaves the rest to your team. Every AI agent shares your Business Knowledge, so you only write it once. --- ## Test chat The test chat is a private practice chat on the right of the page. You type as if you were a customer, and the AI answers. It uses your latest changes, even ones you haven't saved. While you have unsaved changes, a box says **Testing unsaved changes. Customers get them after you save.** It never messages anyone and is free. A line at the top tells you which kind of reply you're testing: - **Answers as the suggested replies your team sees on this number.** You see what your staff will get. - **Answers as automatic replies would.** You see this until you turn on Suggest replies. ### Try it 1. Type a question your customers often ask, such as "How much to dry clean a suit?" 2. Send it. 3. Read the answer and the label under it. 4. Change a setting or a Business Knowledge entry. 5. Ask the same question again to compare. To clear the chat, click ↺ Start a new chat. ### What the labels mean Every answer has one of these labels underneath: | Label | What it means | What to do | |---|---|---| | **Answer** | A draft your team could send | Check it sounds like your staff | | **Needs information** | The AI would ask the customer for a detail first, or couldn't find the answer | Click **Add to knowledge** under the answer | | **Handed to a person** | This topic goes to your team. Until you turn on Suggest replies, complaints and refund requests also show this. In your inbox, staff get a draft with an orange **Needs a person** warning. | Check that it really should | | **Failed** | No answer was produced | Send the question again | Under each answer, **Sources** lists what the AI used, such as your price list or a knowledge entry. If an answer is wrong, it tells you which setting or entry to fix. This button only appears on answers labelled **Needs information**. It opens a new Business Knowledge entry with the customer's question filled in, so you only need to write the answer. ### Answer as **Answer as** appears above the chat only when there's more than one choice. It picks which shop and business unit, or which WhatsApp number, the test answers as. Choose the one your inbox answers for. In your WhatsApp inbox, you don't choose a shop for each chat. The AI always answers as the one shop and business unit set under **Answers for** in Inbox settings. Test with that same choice to see what your customers will get. See [Choose which shop the AI answers for](/docs/using-ai-suggested-replies-in-whatsapp#choose-which-shop-the-ai-answers-for). Questions you type here are not saved. To keep a question and check it again after every change, save it as a [test question](#test-questions). --- ## Test questions Test questions are a saved list of up to 20 customer messages. After a change, you run them all again in one click. They use your unsaved changes, never send anything and are free. The ☰ Test questions icon appears at the top of the test chat after your first save. If you don't see it yet, click Save at the top-right of the page first. Saving doesn't turn the AI on. ### Save a question on this page 1. Click ☰ Test questions. A panel opens on the right. 2. In **Customer message to test**, type a message the way a customer would. 3. Click Add. It's marked **Not run yet**. The counter shows how many of the 20 you've used. To delete one, click ✕. ### Save a real customer message from the inbox 1. In a WhatsApp chat with a draft, click ⋯ at the top-right of the reply box. 2. Click Save as test question. ### Run your tests 1. Click ☰ Test questions. 2. Click Run tests. Each question shows the answer, label and sources. 3. After a change, click Run tests again. Changed answers show **Changed since last run**, with the old answer under **Before**. 4. When you're happy with the answers, click Save at the top-right of the page. Your first 6 questions also appear as buttons above the typing box. Click one to ask it again. - A price question, such as "How much to wash a duvet?" - A pickup request, such as "Can you collect tomorrow morning?" - "How long will it take?" - A stain or damage question - An order status question - A complaint, to check it's flagged for your team ## Save Click Save at the top-right of the page. A short message confirms your changes are saved. The first time you save, the message says **Saved. Add a WhatsApp number to start suggesting replies.** Nothing is wrong. Your settings are saved, but the AI won't help in your inbox until you turn it on. See [Turn on suggested replies](#turn-on-suggested-replies) below. After you save, Save is greyed out until you change something again. If you ask the EasyBiz Assistant to change your reply style or handover topics, the settings open in a side panel. There, the button says Save Customer Service Agent. It does the same thing as Save on this page. --- ## Where it works Saving this page doesn't switch the AI on. You do that in your Inbox settings. This box tells you what the AI is doing in your WhatsApp inbox right now. You'll see one of these messages: - **Off in your inbox. Turn it on in Inbox settings to suggest or send replies.** The AI is set up but isn't helping yet. Your staff won't see any drafts. - **Your inbox: Suggest replies · answers for** a shop and business unit, for example "Punggol Shop · Laundry". It's on. When a customer messages, your staff see a ready-made draft. They check it, edit it if needed, and send it. The draft uses that shop's prices and opening hours. - **Your WhatsApp numbers are set differently.** You have more than one WhatsApp number, and they're not all on the same setting. Open Inbox settings and choose one option. It then applies to all of them. ### Turn on suggested replies 1. In **Where it works**, click Change in Inbox settings. 2. Under **Customer Service Agent**, click Suggest replies. 3. If you have more than one shop or business unit, choose one under **Answers for**. You'll see **AI updated for this inbox**. Drafts start with the next customer message. To pause them for everyone, come back and click Off. For what your staff see in each chat, see [Use a suggestion](/docs/using-ai-suggested-replies-in-whatsapp#use-a-suggestion). - **No Change in Inbox settings button?** Your account doesn't have the Inbox yet, which is where your WhatsApp chats live. Contact us to add it. - **The options are greyed out and it says "Connect a WhatsApp number in Settings → Integrations to use AI in this inbox"?** Connect your WhatsApp number first, then come back. --- ## Remove the Customer Service Agent Remove it if you no longer want the AI in your WhatsApp inbox. 1. Scroll to the red **Remove the Customer Service Agent** box at the bottom of the page. 2. Click Remove. 3. Click Remove again to confirm, or Cancel to keep it. **What happens:** all your WhatsApp numbers stop suggesting and replying straight away. **What stays:** your past chats and your Business Knowledge. **To come back:** set it up again on this page. You'll choose your reply style, Guidance and handover topics again. To pause drafts for your whole team, set your inbox to Off in Inbox settings. Your settings stay, and you can turn Suggest replies back on any time. --- ## FAQs **Does setting this up or testing it cost anything?** > No. Setup, the test chat and test questions are free and never message customers. For suggested-reply pricing, see [Before you start](/docs/introduction-to-ai-agents#before-you-start) in Introduction to AI Agents. **The test chat says "Add a sales channel and a business unit…". What do I do?** > The AI needs a shop and a service to answer as. Add both, then come back. See [Setting Up a New POS Shop](/docs/setting-up-a-new-pos-shop) and [Setting Up Your Business Unit](/docs/setting-up-your-business-unit). **Why is almost every chat handed to my team?** > An **Also hand over** topic is probably too broad. Remove general words such as "order" or "price". **A test answer shows the wrong price. Do I fix it here?** > No. Fix it in your price list. The AI reads your settings every time, and they win over Business Knowledge. **I saved, so why is nothing showing in my inbox?** > Saving doesn't turn it on. Choose Suggest replies in Inbox settings. See [Turn on suggested replies](#turn-on-suggested-replies) above. **Do my changes affect chats that are already open?** > Yes, from the next draft. Messages already sent don't change. --- ## What's next Continue to [Using AI Suggested Replies in WhatsApp](/docs/using-ai-suggested-replies-in-whatsapp).