AI customer support on WhatsApp that resolves or hands off
The AI answers repeat questions with the knowledge you approved, on the official WhatsApp API (Meta). When a case needs a person, it hands off to your team with a reason and a summary.
- Answers with the FAQ, products and documents you approved
- No answer in the base? It doesn’t make one up: it says so or hands off
- Understands customers’ voice messages, images and documents
- Hands off to the team with a reason and a summary
[20-second voice message] Hi, I bought some sneakers and they’re too tight. Can I exchange them for another size?
Hi! Yes, you can. Size exchanges can be requested within 30 days of delivery, as long as the item is unused and in its box.
Want me to check your order? If you have the order number, just send it.
It’s 48213
What is AI customer support on WhatsApp?
It is an AI assistant that serves customers on WhatsApp and answers questions about products, delivery times and policies using only the knowledge the business has added. It understands text, voice messages and images. When it doesn’t have the answer, the customer asks for a person or the topic is sensitive, it hands the chat off to a team member with a summary of the case.
WhatsApp support today vs. with ConverZAP’s AI
| Before | With ConverZAP |
|---|---|
| The team answers the same question dozens of times a day | The AI answers delivery times, exchanges and hours with the text you approved |
| A customer sends a voice message and someone has to stop and listen | The AI transcribes the voice message and replies based on what was said |
| A message that arrives at night waits until the next day | The AI replies at any time, or shares your hours if you limit it |
| A menu chatbot gets stuck when the customer goes off script | The AI understands the question however the customer writes it and searches the base |
| Hard cases reach the team member without context | The team member gets the reason and a summary in an internal note on the chat |
| No one knows how many chats the automation resolved | The report shows how many chats the AI handled and how many it handed off |
How it works
Features
Knowledge under your control
FAQ inside the agent
The official answers to the most common questions live in one place.
In the Products & objections tab, you add up to 40 questions with the right answer. The agent uses this FAQ in every chat.
Products and services text
The AI explains what you sell without improvising.
A text field describes your products, services and differentiators. It goes into the AI’s script along with the FAQ.
Company documents
Long manuals and policies become a source of answers.
In Brand & Knowledge (Complete plan), you upload notes and PDF, TXT, MD or CSV files of up to 12 MB. Only documents marked as active are searched.
Checks before it answers
Specific questions get an answer from the knowledge base, not a guess.
Before replying, the AI searches the FAQ and the documents. If it finds nothing, it follows the instructions you wrote for when it doesn’t know.
Pricing policy
You decide whether the AI talks about prices.
Three options: never mention prices, only when the customer asks, or freely. In every case, it only uses the pricing text you added.
Chats that feel like real service
Understands voice, images and documents
Customers write the way they prefer.
With the option on, the AI transcribes voice messages and describes images and documents before replying. If it can’t read a file, it still knows a file arrived.
Waits for the customer to finish
No half answers when a customer sends three messages in a row.
You set how many seconds the AI waits (0 to 60) to group the messages and answer them all at once.
Tone, language and style
The AI speaks like your brand.
Choose the tone, the form of address (formal or informal), emoji use and the language (Portuguese, Spanish or English). Replies are short, with no formatting that WhatsApp doesn’t display.
Support script
The chat follows an order: understand, answer, confirm.
The support template comes with the “Understand the question” and “Answer” stages, plus a rule to confirm at the end that the question was resolved.
Handoff to your team
Handoff with a summary
The team member starts from the right point.
When handing off, the AI tells the customer and stops replying to that contact. In the team inbox, the chat is marked “Waiting for human”, with an internal note giving the reason and a summary.
Keywords that call a person
Topics you choose never stay with the AI.
Add words such as “complaint”, “cancel” or “agent”. If they show up, the chat goes to the team right away, before it reaches the AI.
Automatic assignment
A handed-off case doesn’t sit waiting for someone to notice.
With assignment turned on in the team inbox, the chat goes to the available team member who has gone longest without a new chat, within their limit of open chats.
Take over and hand back
Your team decides when the AI comes back.
The “Take over from agent” button pauses the AI for that contact. The AI can also pause on its own when a team member replies. “Hand back to agent” puts the AI back in charge.
Testing, actions and tracking
Simulator
You see how the AI answers before your customers do.
The simulator uses the same engine as WhatsApp but sends nothing. External actions, such as pipeline, tags and integrations, are only simulated.
Generated prompt in plain sight
No black box: you can read the instructions the AI receives.
The agent is built with a form. The “Generated prompt” tab shows the text the system builds from your answers.
Looks things up in your system
The AI can fetch real data, such as an order’s status.
Custom HTTP tools (up to 10 per agent) call an endpoint of yours, such as your own API, n8n or Make, with the data the AI collected.
History and reports
You know what the AI did and where it needs to improve.
The agent’s Conversations tab shows messages, collected data, the handoff reason and the tools used. The team inbox report shows chats handled by the AI and handoffs.
Sample conversation (fictional)
An online store using the support template, with an exchanges FAQ, an HTTP tool linked to the order system and a rule to never promise refunds.
Customer[20-second voice message] Hi, I bought some sneakers and they’re too tight. Can I exchange them for another size?1
AI agentHi! Yes, you can. Size exchanges can be requested within 30 days of delivery, as long as the item is unused and in its box.2
AI agentWant me to check your order? If you have the order number, just send it.
CustomerIt’s 48213
AI agentFound it. Order 48213 was delivered yesterday, so you’re within the exchange window. You can request the exchange under “My orders” on the website.3
CustomerOK. But the other item in the same order arrived damaged. I want my money back.
AI agentI understand, and I’m sorry about that. I’ll pass you to someone on the team who can review the defect and your options. One moment.4
SystemChat handed off. Status: Waiting for human. Internal note with reason and summary.5
Team memberHi, this is Carla. I’ve seen your order and the damaged item. Could you send me a photo?
Customer[image]
Team memberThank you. I’m opening the review now and will update you here.
- 1The voice message was transcribed before it reached the AI. The AI replied to the transcript.
- 2The AI searched the knowledge base and used the answer from the exchanges FAQ. The 30-day window comes from this fictional store’s FAQ.
- 3The order number was recorded and the HTTP tool looked it up in the store’s system. Without that integration, the AI would say it was going to check.
- 4Refund requests are on the list of things the AI never promises. It tells the customer and triggers a handoff to a person.
- 5The internal note gives the reason (refund request for a defect) and the summary (order 48213, size exchange explained, second item damaged). The AI stops replying to this contact.
How you control what the AI does
When the AI hands off to a person
When the customer asks for a team member; when the topic is a serious complaint, a legal matter or billing; when the AI can’t help after two tries; when there’s no approved information and you told it to hand off; when the chat goes over the message limit; and whenever a keyword you added shows up.
What the team member gets
The chat shows up as “Waiting for human”, with an internal note visible only to the team: the handoff reason and a three- to six-line summary. The full history stays on screen.
Approved knowledge, no improvising
The AI follows fixed rules: it doesn’t make up prices, timelines or policies, doesn’t reveal its internal instructions and ignores requests to change roles. You also list what it always does, what it never does and how to reply to out-of-scope questions.
Operating limits
Set the maximum number of messages per chat (5 to 500) and what to do when it’s reached: hand off or close. With business hours turned on, the AI sends your after-hours message and answers what’s pending when your hours start.
A record of every chat
Everything is stored: messages, the tools the AI used and their results, collected data, status and handoff reason. AI and messaging costs show up in the Costs module.
LGPD and opt-out requests
You decide how many days the text of the agent’s chats is kept (1 to 730). If the customer writes “stop”, the AI closes the chat and doesn’t reply. The AI also doesn’t ask for sensitive data beyond what the script requires.
WhatsApp rules that apply to AI support
24-hour window
The AI replies when the customer writes, within the 24-hour window Meta opens with each message received. After that, the team inbox only lets you send an approved template until the customer replies.
Approved templates
Messages the business starts, such as an order update or a follow-up on a ticket, use Meta-approved templates. In ConverZAP, you create the template and track its approval in the Templates module.
Opt-in and unsubscribe
Only message people who agreed to be contacted. When someone asks to stop, the AI closes the chat and the team inbox blocks new messages until that person writes again.
Number quality
Useful, fast replies help keep your number’s quality up. The WhatsApp Health module shows the quality rating Meta gives each connected number.
Meta’s fees
In Brazil, from October 1, 2026, Meta charges per delivered message, based on the message category and the recipient’s country. Fees are paid directly to Meta, outside your plan. See Meta’s official pricing and run an estimate with the API cost calculator.
In practice, by industry
E-commerce
Exchanges, delivery times and payment methods come from the FAQ. With an HTTP tool linked to the store’s system, the AI looks up the order by the number the customer sends. Defects and refunds go to the team.
Clinics
Exam preparation, accepted health plans, address and hours live in the knowledge base. Rescheduling, test results and complaints go to the front desk with a summary.
Schools and courses
Calendar, enrollment documents and admissions office rules answered at any time. Billing questions can go straight to the team through a keyword.
Gyms
Class schedules, memberships and house rules answered by the AI. A cancellation request becomes an instant handoff, with the message you chose.
Software and digital services
Product and account questions answered from your PDF manuals (Complete plan). Technical errors the base doesn’t cover go to support with a summary of what the customer already tried.
Real estate and property management
Rental documents, inspections and duplicate payment slips have ready answers. Urgent repairs and debt negotiations go to a person.
Repair services
Repair times, repair coverage and address come from the base. With Cal.com connected, the AI shows open slots and books the visit or the device drop-off.
More examples by sector: WhatsApp AI agents by industry.
Integrations
Official WhatsApp API (Meta)
The number is connected through the official API, with the guided setup under Integrations. The AI serves the number you pick in the Channel tab.
ConverZAP team inbox
Every AI reply shows up in the team inbox. That’s where the team receives handoffs and takes over or hands chats back.
HTTP tools (your own API, n8n, Make)
The AI calls an endpoint of yours with the parameters it collected, with an optional token in the header, and uses the response in the chat.
Contacts, tags and pipeline
Collected data can be saved to the contact. The AI can also add tags and move the contact through the pipeline, if you allow it.
Cal.com
With scheduling turned on, the AI checks open slots and books the appointment, with an email invitation.
Menu chatbot, AI customer service or human agents only?
| Criterion | Menu chatbot | AI with an approved knowledge base | Human agents only |
|---|---|---|---|
| Question outside the script | Goes back to the menu or gets stuck | Understands it and searches the base | Understands it, if someone is free |
| Voice messages and images | Doesn’t understand them | Transcribes and describes them | Understands them, but it takes time |
| Replies at night and on weekends | Yes, fixed options only | Yes, or an after-hours notice | Depends on staffing |
| Reply when no information was added | None | Says it will check, or hands off | Depends on who answers |
| Handoff to a person | A menu option | By request, topic, limit or keyword, with a summary | Not applicable |
| Maintenance | Redesign the option tree | Update the FAQ, texts and documents | Train each person |
| Cost growth with volume | Low | AI model usage per message | More people on the team |
It’s a fit if…
- Your business gets a lot of repeat questions on WhatsApp
- Your support team wants to save its time for cases that need a person
- You have an FAQ, policies or manuals that can already be written down
- You want to serve customers after hours without leaving them unanswered
- You’re looking for AI support tools for WhatsApp that pass the case to a person when needed
Maybe not yet if…
- You want the AI to decide refunds, discounts or exceptions on its own
- You don’t have, and don’t plan to write, your business’s official answers
- You want to message people who haven’t agreed to be contacted
Which plans include it
AI support is included in every plan: 1 active agent on Essential (R$ 197), 3 on Sales (R$ 497) and unlimited on Complete (R$ 997), prices per month in Brazilian reais. Every plan includes an FAQ of up to 40 questions, products and pricing text, rules, objection replies, voice and image understanding, HTTP tools, the simulator and handoff to the team inbox. The document base (notes and PDF, TXT, MD or CSV files) lives in Brand & Knowledge, which is included only in the Complete plan. Meta’s message fees are paid separately, directly to Meta. Compare plans.
Compare plansAI customer support on WhatsApp FAQ
Any AI model can make mistakes, so ConverZAP limits what it uses. The AI answers with the FAQ, the products text and, on the Complete plan, the active documents in the knowledge base. A fixed rule forbids making up prices, timelines or policies. When the base has no answer, it follows your instructions: say it will check, or hand off.
From what you add to the agent: up to 40 frequently asked questions, products and services text, pricing text and objection replies. On the Complete plan, also from Brand & Knowledge: notes and PDF, TXT, MD or CSV files of up to 12 MB, plus the brand’s products, offers and proof points. With an HTTP tool, it looks things up in your system.
When the customer asks for a person, when the topic is a serious complaint, a legal matter or billing, when it can’t help after two tries, when it hits the message limit and when a keyword you added shows up. The team member gets the reason and a summary in an internal note.
Yes. With the option on, it transcribes voice messages and describes the images and documents the customer sends, and replies based on their content. If a file can’t be read, the AI knows a file arrived and can ask the customer to type instead.
No tool can promise it won’t. ConverZAP uses the official WhatsApp API, and the AI only replies to people who wrote first. What affects your number’s quality is following Meta’s rules: opt-in, approved templates and respecting people who ask to stop.
There are three parts. The ConverZAP plan, starting at R$ 197 per month (prices in Brazilian reais). Messages on the official API: in Brazil, from October 1, 2026, Meta charges per delivered message, and fees are paid directly to Meta (estimate with the calculator). And the AI, which uses the ConverZAP credits included in the plan; if you add your own Gemini, Anthropic or OpenAI key, it takes priority and usage is billed by that provider. Usage shows up in the Costs module.
No. The agent is built with a form, starting from the “Support and questions (FAQ)” template. The system turns your answers into instructions, which you can review in the “Generated prompt” tab. Only the HTTP tool that looks things up in your system needs someone who knows your API, n8n or Make.
It depends on how much content you already have written down. The path is: connect the number through the official API, choose the support template, add your FAQ and texts, test in the simulator and turn it on for the number. With the FAQ ready, the whole setup happens in the form itself.
You decide how many days the agent’s messages are kept; after that, the content is deleted. Each business’s data is isolated, and integration credentials are encrypted. See the privacy policy and the data deletion instructions.
The team inbox report shows how many chats the AI handled, how many ended with no message from a team member and how many it handed off. In the agent’s Conversations tab, you can read every chat and see which knowledge base searches found an answer and which didn’t, so you can improve the FAQ.
Start with the basics
New to the topic? Read why use AI for customer service on WhatsApp.
Technical background: the complete guide to the official WhatsApp API.
Other solutions
Let the AI take the repeat questions and your team take what matters
Start with the support template, add your FAQ, test in the simulator and turn it on for your official API number. When a case needs a person, the team gets the chat with the summary ready.
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