How your assistant works
What your assistant does, when, and what your team does around it. One page, written for anyone who answers your WhatsApp. Every setting, card by card, is in the user guide.
It answers from your two files
Your assistant answers from one Google Doc and one Google Sheet that you keep: prices, timetable, branches, policies. It quotes them as written and never guesses. Edit a file and the change is used within 10 to 15 minutes. If an edit has a problem, the assistant keeps answering from the last good version and you get an email saying what to fix.
When someone writes in
It answers at any hour, from your own WhatsApp number, usually within a minute. Several messages in a row are answered together, once the customer has been quiet for about 20 seconds. It reads screenshots and voice notes. It writes days, dates and times in full, so nobody has to work out what “tomorrow” means. Asked whether it is a bot, it says so.
When it needs a person
When your documents don’t have the answer, or something needs a person (a complaint, a request only staff can do, someone asking for a person), it tells the customer it will check with someone, and the chat waits in your Team Inbox under Needs you, with the reason.
Only urgent chats also send a WhatsApp alert to your team, once, at any hour: a customer at your door, something going wrong at your business right now, or someone’s safety. Outside your Team hours the customer is told when your team is back.
When your team steps in
A person always outranks the assistant. Reply to a customer yourself, from the WhatsApp Business app or the Team Inbox, and it steps back from that chat for 10 minutes, restarting with each message you send. About 20 minutes after your last message it looks at anything the customer added and answers only if a question is still open. To stop it everywhere at once, press Pause on your dashboard.
What it sends by itself
Each of these is part of a module you can switch on. Before sending, it reads the chat and skips a message that no longer fits. Anyone who asks it to stop is never followed up again.
| What | When |
|---|---|
| Reply to a customer | At any hour, usually within a minute |
| Several messages in a row | Answered together after about 20 seconds of quiet |
| Your team replies | The assistant steps back for 10 minutes, and looks again about 20 minutes after your last message |
| Visit reminder (Bookings) | 9am the day before. Booked the day before: 9am on the day, if the visit is at 10am or later |
| Fee check (Bookings) | 9am, two days before a visit with a fee still due |
| Follow-up on a quiet enquiry (Follow-Up Nudges) | Once, about 20.5 hours after the last reply, 8am to 9pm |
| Check-ins after a trial (Follow-Up Nudges) | 1, 4 and 8 days after, until they sign up. Needs a Signup link or an enrolment form |
| Review ask (Review Engine) | 10 days after the visit, once they have paid or signed up |
| Sending hours | 9am to 8pm for everything it sends by itself, except the follow-up (8am to 9pm) |
| Weekly report | Every Monday morning, by email |
| Document edits | Used within 10 to 15 minutes |
How your team makes it better
- Confirm bookings in full: “Saturday 24 October, 2pm”, not “ok see you then”. The assistant reads exactly what was written, on the day it was written.
- Leave a one-line note in the chat when something is settled in person or by phone.
- Press “This family has signed up” in the Team Inbox when someone signs up face to face.
- Add the answer to your Doc or Sheet whenever the assistant had to check with you. Monday’s report lists every question your documents couldn’t answer that week.
- Set how it sounds in your Portal under Assistant tone.
Questions about your own setup: email [email protected] for a written answer, usually within the hour. Prices are on the pricing page, and the questions owners ask before they start are in the FAQ.