How it works
How Wagend works under the hood
A complete, no-marketing explanation: how a customer's message becomes a booking, an order or a payment, and what the AI can and cannot do.
Overview
Every channel (WhatsApp, booking page, dashboard, API and agents via MCP) goes through the same gateway and uses the same scheduling engine. The AI is just another client of that engine: it gets no shortcuts.
A booking · 1/9
The customer writes: “any slot tomorrow morning?”.
From "hi" to a concrete action
- 1
A message arrives
WhatsApp delivers the message. We verify the signature, drop duplicates and store it in the inbox within milliseconds.
- 2
Understanding
Voice notes are transcribed. We identify the customer and the conversation. If a human took over, the bot stays quiet.
- 3
The AI asks the system
The model gets the business context, local date and time and the history, and can only call tools: find slots, hold, confirm.
- 4
The system decides
Every call is validated and executed by the scheduling engine. If something doesn't exist or changed, the AI gets alternatives and asks again.
- 5
Replies with exact data
Date, time, service, price and address come from message templates filled with the real result, never from the AI's free text.
- 6
Events
Every action triggers reminders, staff alerts and webhooks to your systems.
Resources, services and requirements
It all comes down to one question: which resource is consumed, how much, and when. A haircut, a table for 4 and a 2–4 pm delivery are the same object.
- Organization
- Your account. It can hold several businesses or locations.
- Business (workspace)
- One location with its own time zone, WhatsApp, bot and team.
- Resource
- What gets consumed: barber, doctor, table, room, machine, booth, vehicle, zone. Exclusive (one at a time) or pooled (covers, seats).
- Service
- What the customer books: duration, buffers, price, deposit and the resources it needs at the same time.
- Schedule
- When each resource works, with exceptions and holidays.
| Resources | The service requires | What limits it | |
|---|---|---|---|
| Barbershop | Each barber, with their own hours | 1 barber (customer's pick or next available) | Each barber's hours |
| Aesthetics | Professionals, machines and rooms | 1 professional + 1 machine + 1 room at the same time | The scarcest resource (usually the machine) |
| Clinic | Doctors and offices per location | 1 doctor + 1 office | Doctor and office |
| Restaurant | Dining room with covers per slot | Covers based on party size | Covers per slot |
| Deliveries | Zones (2-hour window) and couriers (backlog queue) | Capacity in the window and the postal-code zone, or a spot in the courier's queue | Deliveries per window and zone, or active tasks per courier (no fixed time) |
Holds and zero double bookings
A conversation can take minutes. So when the customer picks a time, we create a 10-minute hold. If they don't confirm, the slot is released. And the no-overlap rule lives in the database itself: even if two customers and the booking page try the same slot in the same second, only one succeeds.
- Held
- Awaiting Pix
- Confirmed
- Completed
Automations
Rules like when this happens, do that. Every business type ships with its own set.
- Reminder 24 h before with YES/NO
- Heads-up to the professional 2 h before
- Suggest marking a no-show 1 h after (a person confirms it)
- Daily agenda at 7:30
- Quiet hours: nothing to customers between 9 pm and 8 am
AI with clear limits
The AI can
- Understand text, voice notes, typos and changes of mind
- Find slots and offer 2 or 3 options
- Place a hold and ask for missing details
- Answer questions using the business information
- Hand the conversation to a person
The AI cannot
- Make up times, prices or addresses
- Confirm a booking without the system
- Use admin tools with a customer
- Follow instructions hidden in messages or files
- Access another business's data
Integrations
The dashboard is just another API client. Anything it does, you can do too.
- REST API
- Scoped tokens, idempotency, cursor pagination, RFC 9457 errors.
- Webhooks
- HMAC-signed events with automatic retries.
- MCP
- AI agents can find slots, book and run the business.
- Page and widget
- Public booking link and a script to embed on your site.
Security and LGPD
- Every business isolated at the database level
- Credentials and secrets encrypted
- Audit log of every change
- You are the data controller; Wagend processes on your behalf
- Health data treated as sensitive: the bot never asks about symptoms
- A customer's data deleted on request