When the assistant can't answer¶
The assistant only uses the information you have given it. If a client asks for something it can't find, it doesn't make anything up.
What it tells the client¶
It says it doesn't have that information, that you personally read the chat and that you'll be able to reply. Then it asks if it can help with anything else.
An example
Client: Is there parking near the practice?
Assistant: I don't have that information. Mario Rossi personally reads this chat and will be able to reply. Can I help you with anything else in the meantime?
What it never makes up¶
The assistant doesn't guess and doesn't use general information. For example, it doesn't say what to bring, what to wear or how to prepare for an appointment, unless you wrote it. It doesn't give medical assessments or advice either.
What you should do¶
- Reply to the client from the WhatsApp Business app. The assistant stops replying to them for 6 hours, so the client doesn't get answers from both of you. See Reply to clients manually.
- Add the information in Info & services. From the next reply, the assistant uses it on its own, even when the client writes in another language.
Where to add each piece of information¶
| The client asks | Where you write it in Info & services |
|---|---|
| What you do, what you specialise in | Business description |
| Which services you offer and how much they cost | Services and prices |
| Where the practice is | Practice address |
| Payments, invoices, parking, what to bring, how to prepare | General information |
| Specific questions you are asked often | FAQ |
In the FAQ, write a question and its answer, and leave a blank line between one question and the next.
Frequently asked questions¶
How do I know which questions the assistant couldn't answer? You can see them in the chats of the WhatsApp Business app, where you'll also find all the assistant's replies.
After I add a piece of information, when does the assistant use it? Straight away: from the next reply.