The bot and the AI
What your business's bot does, what it cannot do, how to configure it, test it in the simulator and when a conversation passes to a person.
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The bot is the assistant that serves your customers on WhatsApp, Telegram and your website chat. It understands what they write, offers real time slots and leaves the booking ready. Everything that matters is calculated by the system: the bot does not invent times, prices or addresses, and it never confirms anything on its own.
What it can and cannot do
| It can | It cannot |
|---|---|
| Understand text, voice notes, typos and changes of mind | Invent times, prices or addresses |
| Look up slots and offer 2 or 3 options | Confirm a booking without the scheduling engine |
| Hold a slot and ask for missing details | Use admin tools with a customer |
| Answer questions from the knowledge base | Follow instructions hidden in a message or a file |
| Save a shared location (with your YES/NO confirmation) | See another business's data |
| Hand the conversation to a person |
Dates, times, services and prices in every message come from templates filled with system data. Voice notes are transcribed before the AI reads them, and the transcript shows in the Inbox.
Configure the bot
Go to More → Automation → Bot. It has four tabs:
- Personality: the bot's name, tone (friendly, professional or casual), the first message (you can use
{name}and{business}), behavior instructions and default language. - Knowledge Base: what the bot knows about your business. See Bot knowledge.
- Simulator: test the bot without sending real messages.
- Sources: web pages, site sections and listings that the bot reads and keeps up to date.
Instructions are a style preference ("keep it short", "be informal"). They do not change the rules: the bot can never bypass the scheduling engine.
Test it in the simulator
In the Simulator tab you write as if you were a customer. You see the bot's replies, its configuration, the active knowledge items and the test bookings it creates. These are test bookings, kept apart from the real ones. Restart Conversation starts over.
When a person steps in
Every conversation shows in the Inbox, with the state "AI replying", "Wants a person" or "Person handling".
- Take over: if you write a reply, the bot pauses in that conversation.
- Hand back to bot: do it manually when you are done.
- If you are inactive for 15 minutes, the bot resumes on its own.
- The bot also moves the conversation to the Inbox when the customer asks to talk to a person or when something fails.
Limits per channel
Each channel can have its own rules. On the web chat, for example, the bot asks for phone and email before chatting and stops replying after a set number of messages. See WebChat.
How much AI your business uses
In More → Settings → AI usage you see how much your business used this month and your plan's limit. At 80 % a warning appears; if the limit is reached, AI features pause, and the bot replies with a fixed message and moves the conversation to the Inbox. You can also cut consumption manually with the emergency pause: see Pauses and Status.
Next steps
- Bot knowledge: teach it to answer with your business information.
- WhatsApp and Telegram: connect your channels.