How to reply to WhatsApp with AI and keep the human touch
A guide to preparing your chatbot's knowledge, reviewing answers and passing conversations to a person when needed.
In this article6
Explore TRIVU Chat features and plans
Choose which questions AI should handle
Review the inquiries your team receives on WhatsApp. Hours, location, service descriptions and published policies usually have concrete answers. Collect those answers before automating.
Separate questions needing a decision: a policy exception, a complaint or a custom quote. The goal is not for AI to solve everything, but for your team to have a clear process for continuing.
Train with useful, current information
In TRIVU Chat you can share files, links, text and FAQs, with multiple knowledge bases per agent. Organize material by topic and remove conflicting versions of your services or terms.
Write as your team would: short sentences, familiar terms and a clear next step. For a business in El Salvador, test questions using the words your customers use every day, without assuming everyone asks the same way.
Make human handoff clear
Agree who continues cases AI should not resolve. Set business hours and ask the team to review the conversation before replying, so the customer does not have to explain everything again.
A message such as “I'll pass your question to the team so they can review your case” is more useful than a promise of an immediate solution. Avoid promising availability or outcomes your business cannot deliver.
Test, review and update
Test incomplete questions, topic changes and requests outside your policies. Check whether answers follow your sources and whether a person can continue. Correct knowledge when you find errors; AI can make mistakes.
Also check the remaining AI replies counter. TRIVU AI includes 2,000 replies and one user for $39 USD a month. Top-ups are available if they run out. If you need social channels and CRM, Plus includes WhatsApp, Messenger, Instagram and web chat for $69 USD a month, with 5,000 AI replies and two users.
Practical checklist
- Collect real questions and current answers
- Separate exceptions that need a person
- Define owners and business hours
- Test the AI and review usage
Frequently asked questions
Can I hand off from AI to a person?
Yes. TRIVU Chat supports human handoff. Agree with your team who continues and during which hours.
What information should I prepare?
Current services, hours, policies and FAQs. You can share them as files, links or text in TRIVU Chat.
Put your business knowledge to work.
Explore the features and plans, then create your standalone TRIVU Chat account.
View Chat features and plans