AI agent

The three modes

Off: it does nothing and your inbox works as it always has. Suggest: every new message gets a draft in the conversation, and you or a teammate decide whether it goes out. Reply on its own: it sends its answers itself, after hours too.

New accounts start on Suggest. When your team keeps sending the drafts unchanged, Tobachat tells you, and you can let it reply on its own. You can switch back at any time.

Set it up from your WhatsApp history

The Status tab has a five-step setup: Learn, Review, Tone, Test, and Switch on. First it reads how you and your team answered customers and turns that into questions with your replies. If you connected your number from the WhatsApp Business app, your chats from the past six months are included.

Then you go through them. Remove anything that's no longer true, like an old price, and approve the rest in one go. You can skip any step. Nothing reaches your customers until you switch it on, and it starts on Suggest.

Where its answers come from

It reads the whole conversation, with the same customer's earlier conversations as background. Facts come only from what your business knows: what you add under Knowledge, the learned answers you've approved, your opening hours, and your quick replies.

If something isn't in that knowledge, it doesn't fill the gap itself. It also won't promise a refund, booking, discount, or delivery date that isn't there. It replies in whatever language the customer writes in.

Learning from conversations

It looks at how your team helped customers and lines up common questions with your answers as suggestions. For each one you choose Use it, Edit, or Skip. It only uses a suggestion after you've approved it.

It drops any suggestion that contains a phone number, email address, IBAN, or order number. It only learns from your own company's conversations.

It keeps learning after that. When it hands over a question it couldn't answer, your colleague's reply shows up as a suggestion shortly after.

Tone

On the Tone tab you pick how it sounds: Friendly, Professional, Short and to the point, Casual, or The way I write. That last one is learned from your own messages to customers. You can add your own guidance, like no exclamation marks, and paste in a few replies you wrote yourself.

You'll see right away how it would answer real questions from your customers, next to the reply you sent at the time. Want something different? Use Fine-tune and say what should change, or chat with it in that tone. You can restore an earlier version whenever you like. Tone only changes how it says things; the facts always come from your knowledge.

When it hands over

It passes the conversation to your team when the customer asks for a person, when the answer isn't in your knowledge, and for sensitive topics: complaints, refunds, legal or medical questions, and angry customers. You choose which topics always go to your team under Advanced.

Your customer gets a short message saying a colleague will pick it up. You can write that line yourself. The inbox shows a note with the reason, and your team gets a notification.

Customers can always ask for a person

When a customer asks for a person in their own words, or just sends HUMAN or AGENT, it hands the conversation to your team straight away without replying itself. You can change those single words under Advanced.

Taking over and handing back

Take over means you answer the conversation. After a handover or a takeover, it stays quiet until the conversation is resolved or someone taps Hand back to AI. If a teammate simply replies in the conversation, it holds off too, for a day by default.

What your customer sees

Its first reply in a conversation opens with a short introduction: it is your business's AI assistant, and the customer can talk to someone on the team instead. You can reword that line, but not turn it off. Drafts your team sends themselves don't get it.

Voice messages and photos

It transcribes a voice message first, and the transcript sits next to the message in the inbox. For a photo, it reads a short description.

Testing and results

Under Try it, you ask it questions the way a customer would. Nothing goes out.

During setup you can also test it on your real conversations. It answers your latest customer questions again without sending anything, then shows how many it would handle itself and how many it would pass on, with a few replies next to what you actually sent.

Results shows the last 30 days: what it answered, what it handed over and why, and which questions it couldn't answer.

Outside the 24-hour window

WhatsApp only allows a free-form message within 24 hours of the customer's last message. Outside that window it sends nothing and leaves a note for your team instead.