The ReploChat AI assistant is a WhatsApp AI chatbot for your business. It answers customer questions 24/7 using only what you've written in your business profile: services, prices, opening hours, location, policies and FAQs, plus the recent messages in the chat. When it doesn't know an answer, or the customer asks for a person, it hands the chat to your team instead of guessing. This guide shows you how to fill in the profile, test the assistant, switch it on, and get accurate answers.
The AI assistant is on every ReploChat plan. Each plan includes a monthly allowance of AI replies; see pricing for the current numbers.
How the WhatsApp AI auto reply works
- Only your facts. The assistant may use only the details in the business profile of the number the customer wrote to. It is told never to invent prices, discounts, stock, delivery times, addresses, links or policies.
- It reads the conversation. It sees up to the last 12 messages from the past 48 hours, so a follow-up like "how much is it?" makes sense.
- It matches the customer's language. It replies in English, Urdu script or Roman Urdu, matching how the customer wrote.
- It knows the time. It uses the profile's timezone to answer "are you open now?" or "can I come tomorrow?".
- It points to your forms. If you have published WhatsApp Flows with trigger words, it can tell customers which word to send to open the right form.
- It can't act for you. It doesn't take bookings, payments or orders, check live stock, or promise anything the profile doesn't say. It never asks for passwords, card numbers, PINs or one-time codes.
Step 1: fill in the business profile
Open Business Profile in the sidebar. If you have several WhatsApp numbers, pick one at the top right. Each number has its own profile, so two brands can answer differently.
- The basics: Business name (required), Business type, Website, Timezone and About the business.
- What customers ask about: fill in Services and products, Prices, Opening hours, Location and areas served, Contact details, Policies and Frequently asked questions. A note at the top lists what is still empty, for example "prices" or "FAQs".
- Click Save profile.
What good profile content looks like
| Field | Vague (the AI must hand over) | Specific (the AI can answer) |
|---|---|---|
| Prices | "Affordable prices" | "Haircut: Rs 1,500. Beard trim: Rs 800. Delivery: free over Rs 5,000, otherwise Rs 250." |
| Opening hours | "Open most days" | "Mon–Fri 10 AM–8 PM. Sat 11 AM–6 PM. Sun closed. Closed on public holidays." |
| Policies | "Easy returns" | "Exchanges within 7 days with receipt. Cash on delivery and bank transfer accepted. Delivery in 3–5 working days." |
| FAQ | (empty) | "Q: Do you deliver to Karachi? A: Yes, across Pakistan via courier." |
Write one item per line. Put the questions customers actually send in the FAQ, in their words.
Step 2: choose how the assistant behaves
Under How the assistant behaves:
- AI auto reply: answer incoming WhatsApp messages automatically. Leave it off until you've tested.
- Hand over to the team: when the AI can't answer, or the customer asks for a person, the chat moves to your team in the inbox. With this off, the AI says it doesn't know (in your fallback words) and the chat stays with the AI.
- Tone: Friendly (natural, at most one emoji), Professional (polite, no slang or emojis) or Sales (warm and confident, suggests a relevant service when it fits, without being pushy).
- When it doesn't know: the message it sends when it hands over or can't answer. The default is "I'm not sure about that one. Our team will get back to you here shortly."
- Extra instructions: up to 3,000 characters of rules in your own words, e.g. "Ask for the order number when someone asks about a delivery" or "Don't discuss competitors". They can't make the AI invent facts.
Step 3: test before going live
Use the Try your assistant panel on the same page. It uses the form as it is now, even before you save, and nothing is sent on WhatsApp. Test replies don't use your monthly AI allowance.
- Type a customer message, for example "How much is a haircut?", "Are you open now?" or "I want to talk to someone", and press Send.
- Ask follow-up questions to check it keeps context.
- If a reply is wrong or vague, fix the profile field it came from and ask again. A reply tagged Chat handed to your team means it would have moved the chat to the inbox.
- Click Clear to start a fresh test chat.
Step 4: switch it on
Turn on AI auto reply and click Save profile. From now on, messages to that number that nothing else handles are answered by the AI.
Where the AI sits in the reply order
- A team member who has taken over the chat. While an agent is handling it, the AI stays quiet.
- A chatbot waiting on the chat, or started by a trigger word or new chat.
- A WhatsApp Flow trigger word, or a form set to greet new chats.
- The AI assistant.
Welcome and away messages are sent separately, before any of these.
The handoff to your team
The AI hands over when the customer asks for a person, is upset or complaining, wants something only staff can do (confirm a booking, change or cancel an order, a refund, a custom quote), or asks something your profile doesn't answer. It doesn't hand over for greetings, thanks or questions it can answer.
On handoff the AI sends your "When it doesn't know" message, and the chat switches to your team in the shared inbox. If nobody on the team replies within 30 minutes, the chat goes back to the AI so the customer isn't left waiting. Once an agent replies, the AI stays quiet until the agent has been silent for 30 minutes.
The monthly AI reply quota
- Each AI answer that reaches a customer counts once against your plan's monthly allowance.
- When the month's allowance is used up, the AI stops answering and new chats go to your team in the inbox, as with a handoff. The owner gets a notification, "AI replies used up for this month", once a month.
- The allowance resets each month. To keep the AI on, upgrade on the Billing page.
- Meta's own per-message fees are separate. They are billed to your WhatsApp Business Account, and ReploChat adds no markup.
Tips for accurate AI answers
- Write prices with currency and conditions. "Rs 2,500 per kg, minimum 2 kg" is better than "starting from 2,500".
- Keep it current. Update prices and hours before a sale or holiday. The AI only knows what's saved.
- Use the FAQ for edge cases: parking, walk-ins, sizes, warranty, delivery cities.
- Set the right timezone so "are you open now?" is answered correctly.
- Publish forms with trigger words for bookings or quotes, so the AI can point customers to them.
- Review handed-over chats each week. Each one shows a gap in the profile you can fill.