AI Agent overview

The AI Agent answers your customers by itself, day and night, on WhatsApp, Messenger and Instagram. It writes the way your team writes, follows your rules, and answers from what you've told it about your store and from your live Shopify catalogue. When a chat needs a person, it marks the chat Human needed in your Inbox and stays out of it.

What it does

• Answers questions — prices, sizes, stock, delivery times and fees, exchanges, how to order — from your store's information and your products as they are right now.
• Sends products as cards under its message, with the photo, the price and a button to your store. A short "HM?", "price?" or "بكام؟" under a post, reel or story is answered price first. See Products, orders & waitlist.
• Takes orders in the chat, if you let it: it collects the details, sends the customer a summary to confirm, then hands the order to your team or creates it in Shopify.
• Puts customers on the waitlist when what they want is sold out and they say yes to a message when it's back.
• Hands chats to your team when a person is needed — a damaged parcel, a refund, an angry customer, or anything it can't answer from what it knows. See Hand-overs & follow-ups.
• Follows up once when a customer goes quiet after asking about a product, inside WhatsApp's 24-hour reply window.

What it never does

• It never makes up a fact. No invented price, size, stock, delivery time or fee, discount, policy, phone number or link. If the answer isn't in what it knows, it hands the chat to your team instead of guessing.
• It never says something was done when it wasn't — an order cancelled or changed, a refund issued, a parcel sent.
• It never pretends to be a person. Asked whether they're talking to a bot, it says it's your store's AI assistant, and that a person can take over.
• It never talks over your team. When someone on your team replies in a chat, it steps back there.
• It never answers what your automations own — button taps, STOP, or a typed confirm or cancel to a COD confirmation that's waiting for an answer.

Where it answers

On every channel you've connected — WhatsApp, Messenger and Instagram, all ticked by default under Rules → Channels. Untick a channel and your team answers it alone.

It answers what customers write or send to be read: text, photos, voice notes, videos, files, and posts, reels and stories they share or reply to. It answers new messages, inside WhatsApp's and Meta's 24-hour reply window — switching it on doesn't go back and answer chats that were already waiting.

In your Inbox

Everything the agent does is visible in the same Inbox your team works in.

Setting it up

Open AI Agent in Wapify's menu. Until it's on, the top card walks you through three steps, ticking each one off as you go.

1. Give it your store's information

   Press Read my store. It reads your website and your shipping rates; add files and notes for anything else. Products are always read live — no need to add them. See Knowledge & voice.

2. Teach it how you write

   Press Learn from my replies. It reads the replies your team sent in the Inbox and describes your voice, for you to correct.

3. Try it in the test chat

   Write as a customer would. Nothing is sent. Then try it from your own phone with a test number. See Test it and switch it on.

4. Switch it on

   The switch on the Your AI Agent card. You can let it answer a quarter or half of your chats first, then every chat.

The AI Agent page

The page carries a Beta badge. Its settings are in four tabs, with the test chat beside them on a wide screen (on a narrow one, it's a fifth tab):

Changes on the Knowledge, Tone of voice and Rules tabs are saved with the save bar. The on/off switch, Who it answers and test numbers save the moment you change them.

What it did

The Activity tab lists every step, newest first, each with a badge:

Above the tabs, once it has done anything, four numbers: Replies, last 7 days (including the times it stepped in), Handed to your team and Orders taken over the same week, and Waiting for a person now — the Human needed chats nobody has solved yet, with an Open Inbox link.

Plans

Setting it up, the test chat and Preview mode are open on every plan, with previews in up to 100 Inbox chats a month. Answering anyone for real, your own test numbers included, is part of the AI plan: on other plans those modes are locked.

If you move off the AI plan with it on, it pauses — "Paused — answering customers needs the AI plan." Nothing you set up is lost, and you can still switch it off. See Plans & billing.

Read on