AI Agent Configuration
Shape your AI's personality, knowledge, classification rules, and handoff triggers across every channel.
The AI Agent Section
Open AI Agent in the sidebar — it has its own dedicated section (not buried in Settings). Inside:
- AI Personality — system prompt + welcome message
- Classification — how the AI scores leads as HOT / WARM / COLD
- Auto Follow-up — when + how the AI re-engages quiet leads
- Human Handoff — when the AI gives up and pings your team
- Voice Replies (Growth) — the AI answers with a voice note
- Product Catalog (Growth) — the AI sells from your products + sends photos
Each sub-page also has its own Context Selector at the top — letting you configure org-default behavior OR override per WhatsApp number OR per channel (Telegram, Instagram, Messenger, Outlook, Gmail).
AI Personality
This is where you shape who the AI is — its identity, tone, and behavioral rules. Two ways to configure:
Easy Setup (Wizard)
- Open AI Agent → AI Personality
- Toggle to Easy Setup
- Pick a template from the gallery (12 options):
| Template | Best for |
|---|---|
| Sales & Lead Closing | Qualify leads, handle objections, close deals |
| Customer Support | Troubleshooting, FAQ, ticket resolution |
| Appointment Booking | Generic scheduling |
| Real Estate Agent | Property inquiries, viewings, pricing |
| E-commerce Store | Product questions, orders, returns |
| Restaurant | Reservations, menu, take-away orders |
| Beauty Salon / Spa | Service bookings, reschedules |
| Clinic / Medical | Appointment booking, FAQ, insurance |
| Auto Dealer | Test drives, model comparisons, finance |
| Education / Tutoring | Course info, enrollment |
| Travel Agency | Itineraries, last-minute help |
| General Assistant | Multi-purpose balanced assistant |
- Fill in your business details (company name, products, hours, etc.) — these become
[PLACEHOLDERS]in the generated prompt - Preview the prompt
- Click Apply Configuration
Advanced Mode
Write your own system prompt from scratch. Best for niche businesses or fine control. Free-text editor with a 10,000-character limit.
Welcome Message
The first reply your AI sends a new lead. Personalize with {{name}} to insert the customer's name (when known).
Knowledge Base
Top-level sidebar item under AI section. This is what your AI knows about your business — pricing, hours, product catalog, policies, FAQs.
Supported sources:
- Upload PDFs, DOCX, TXT, CSV (≤10 MB each)
- Notion — share pages with your Waslo integration
Caps: 50 docs on PAYG, 200 on Growth.
Once indexed, every AI reply automatically retrieves and cites the most relevant chunks. The AI sees a top-priority "KNOWLEDGE BASE — your authoritative source" block at the top of every prompt.
Lead Classification
Trains the AI to score every new lead as HOT, WARM, or COLD based on conversation analysis. Edit the criteria in AI Agent → Classification.
Defaults are sensible — tighten as you watch real conversations.
Auto Follow-up
When enabled: the AI re-engages COLD leads after a configurable delay (default 24h). Sends up to N follow-ups (default 2), then gives up.
When disabled: the AI replies once and lets the lead lapse if they don't respond.
Human Handoff
Lets the AI step aside when:
- The customer asks for a human ("agent", "human", "موظف", or custom keywords)
- The conversation tone signals frustration
- The classification turns HOT and you want a human in the loop
When triggered: the AI stops replying on that conversation, the lead is flagged in your Inbox, and you get a Telegram ping (if configured).
Per-Channel + Per-Number Configuration
Every AI Agent page has a Context Selector that lets you scope settings to:
- Org default — applies to everything
- A specific WhatsApp number — override prompt / classification / follow-up for that number only
- A specific channel — override prompt for Telegram bot vs Instagram DM vs Email
Useful when, say, you want your Telegram bot to be casual but your Outlook AI to be formal.
Voice Replies (Growth)
On the Growth plan the AI can reply with a real voice note — not just text.
- Mirror mode: a customer voice note gets a spoken reply (in their language); typed messages still get text.
- Turn it on in AI Agent → Voice Replies, pick a voice per language (male / female + options), and preview it before saving.
- A text copy of every spoken reply is saved to the conversation.
- Available on WhatsApp (QR + Cloud) today. Arabic uses Modern Standard Arabic (no regional dialects).
Product Catalog (Growth)
On the Growth plan you can give the AI a product catalog to sell from.
- Add products in Catalog (sidebar): name, price, an in-stock toggle, and an image URL.
- The AI answers product / price / availability questions — quoting only what you added (it never invents products).
- It sends a product photo when the customer asks to see it (inline on WhatsApp / Telegram / Instagram / Messenger; a link on email).
- Toggle stock per product so the AI won't pitch what's sold out.
Next Steps
- Lead Management — how leads flow through the dashboard
- Integrations — unlock more channels with credits
- Human Handoff — handoff triggers + escalations