A business profile is what ReploChat knows about your business: your services, prices, opening hours, location, policies and FAQs. Each connected WhatsApp number has its own profile. The AI assistant answers customers only from what you write here, so a complete, specific profile is the difference between "Our team will get back to you" and a correct answer in seconds. This guide explains every field, gives examples, and shows how to test the assistant before customers see it.
Open your business profile
- Open Settings in the sidebar and choose Business profile & AI. You can also reach it from the dashboard prompt Business profile incomplete → Complete Setup.
- If you have more than one number, pick it under WhatsApp number. Each number keeps its own profile, so a clinic and a pharmacy on two numbers can answer differently.
- Fill in the sections below and press Save profile.
How many business profiles you can have depends on your plan. If you hit the limit you'll see Business profile limit reached. See billing & limits.
The basics
| Field | What to enter | Why it matters |
|---|---|---|
| Business name (required) | The name customers know you by, for example Glow Beauty Salon | The assistant introduces itself and signs answers with it |
| Business type | Pick the closest of 16 types, from Restaurants & cafés and Clinics & healthcare to Retail & online stores, or Other | The WhatsApp Flows page shows ready-made forms for this type first |
| Website | Your full URL, starting with https:// | Shared when customers ask for it |
| Timezone | Where your business runs, for example Asia/Karachi | Lets the AI answer "are you open now?" correctly |
What customers ask about
These boxes are the assistant's knowledge. Leave a box empty if it doesn't apply: the AI won't guess anything you leave out, and passes the question to your team instead. Each large box holds up to 6,000 characters, so there's room for a full price list.
About the business
Two or three sentences on who you are and what makes you different. Example: "Family-run salon in DHA Lahore since 2015. Women-only staff, bridal packages and walk-ins welcome."
Services and products
One per line, with a short description:
Haircut: wash, cut and style, about 45 minutes
Beard trim: shape and line-up, 20 minutes
Bridal makeup: trial included, book 2 weeks ahead
Prices
Write real numbers, delivery charges and minimums included. Vague prices produce vague answers.
Haircut: Rs 1,500
Beard trim: Rs 800
Delivery: free over Rs 5,000, otherwise Rs 250
Opening hours
Mon–Fri: 10 AM – 8 PM
Sat: 11 AM – 6 PM
Sun: closed
Closed on public holidays
Location and areas served
Your address, a Google Maps link and the areas you deliver to or cover, for example "We deliver across Pakistan."
Contact details
Other ways to reach you: a phone line, email, Instagram handle.
Policies
Delivery times, returns, exchanges, cancellations, payment methods. For online stores this is where COD rules belong: "Delivery in 3–5 working days. Exchanges within 7 days with receipt. Cash on delivery and bank transfer accepted."
Frequently asked questions
Write them as Q and A pairs:
Q: Do you take walk-ins?
A: Yes, but appointments get priority.
Q: Is parking available?
A: Free parking behind the building.
How the assistant behaves
| Setting | What it does |
|---|---|
| AI auto reply | On: the AI answers incoming WhatsApp messages on this number automatically. Off: messages wait for your team (WhatsApp Flows trigger words still work). |
| 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. |
| Tone | Friendly, Professional or Sales. Friendly is warm with at most one emoji, Professional sounds like a polite receptionist with no slang or emojis, and Sales suggests a relevant service or invites the customer to order or book when it fits, without being pushy. |
| When it doesn't know | The message sent when the answer isn't in your profile. The default is "I'm not sure about that one. Our team will get back to you here shortly." |
| Extra instructions | Rules in your own words, up to 3,000 characters. They can't make the AI invent facts. |
Good extra instructions are short and concrete:
Always mention our Eid sale (20% off) when someone asks about prices.
Don't discuss competitors.
Ask for the order number when someone asks about a delivery.
Test before you go live
The Try your assistant panel on the right lets you chat with the AI using the form as it is now, even before you save. Nothing is sent on WhatsApp. Try questions like:
- "How much is a haircut?"
- "Are you open now?"
- "I want to talk to someone" (you should see Chat handed to your team)
Above the chat, ReploChat lists anything important that's still empty, for example Not filled in yet: prices, FAQs. Questions about those topics go to your team. Use Clear to start a fresh test.
How the profile fits with other automation
When a customer writes, ReploChat decides who replies in this order: a human agent who is active in the chat, then a chatbot, then a WhatsApp Flow trigger word, then the AI. When someone on your team replies, the AI pauses on that chat and only takes over again after 30 minutes of silence from your side. Each plan includes a monthly number of AI replies; you can see this month's usage on the Billing page.
Tips for accurate AI answers
- Write prices in the format customers ask for: "Rs 1,500", not "1.5k".
- Update the profile when things change: a new price list, Ramadan hours, a sale.
- Turn real questions into FAQs. Read a week of chats in the inbox and add the questions your team keeps answering.
- Don't paste secrets. Anything in the profile can be shared with customers.
Frequently asked
Can the AI book appointments or take payments? No. It answers questions from your profile. To collect booking requests, use a WhatsApp Flows form.
What languages does it reply in? It matches the language and script the customer writes in, including English, Urdu script and Roman Urdu, using the facts you wrote.
Can I switch the AI off for one chat? Yes. In the inbox, set that chat's reply mode to Human.