Tone of voice and control: the AI assistant speaks like your practice¶

The most common objection from people evaluating an AI assistant is not about the technology. It is about control: "what if it says something I would never say?", "what if it answers a patient I wanted to answer myself?", "what if I get a surprise bill?".

These are fair questions, and Wably is built to answer all three with a switch, not with a promise.

Tone of voice: formal or friendly¶

A sports physiotherapist and a clinical psychologist do not speak to their patients in the same way. The AI assistant has to adapt to you, not the other way round.

Wably offers two tones, selectable from the dashboard Home, which change the way the assistant addresses anyone who writes:

Formal tone. The assistant keeps a respectful distance. The register stays warm and cordial, never cold or bureaucratic. It is the natural choice for clinics, psychologists, healthcare professions and for an adult clientele that expects a certain professional distance.

Friendly tone. The assistant is on first-name terms, with a warm and direct register. It works well for wellness centres, personal trainers, beauty salons, tattoo studios and generally for contexts where the client relationship is informal.

You choose the tone once and it applies to every conversation: no inconsistency, no client getting formality while their friend gets familiarity. Consistency of voice is part of your professional image, and professional image is what makes people who do not know you yet decide to trust you.

The choice is not final: you can change tone at any time and with no consequences, and the new register applies to subsequent conversations.

The formal tone is included in the Standard plan.

You write the information the assistant answers with¶

The AI assistant does not improvise and does not draw on the internet. It answers using only the information cards you fill in on the dashboard:

• Business description: who you are, what you do, how you work.
• Service and price list: what you offer, what it costs, how long it takes.
• Recurring questions: the ones everyone asks you, with the answer you would give.
• General information: parking, access to the practice, documents to bring, payment methods, everything they ask you on the phone every week.

If a card is empty, the assistant does not invent: it says that on that point it is better to speak to you directly. If a card is filled in, the answer is your answer, rephrased naturally within the conversation.

This is the point that reassures anyone worried about a generic AI hallucinating: you define the perimeter of the information, and you can change it at any time.

Two levels of control: who gets to talk to the assistant¶

Wably has two switches that work together.

Master switch. Turns the assistant on or off for the whole practice. When off, no message gets an automatic reply: they all come back to you, as before. It is useful when you go on holiday, when you want to handle a sensitive period personally, or simply when you would rather do it yourself.

Switching it off costs you nothing: contacts, appointments already booked and the calendar connection all stay where they are. Turn it back on and the assistant picks up where it left off.

Per-contact switch. For each client in your address book you decide whether the AI assistant may answer them or not. The concrete use case: you have a patient you have been seeing for years, with whom you have a personal relationship, and you want to answer them yourself every time. You mute it for them, and for everyone else the assistant carries on working. How the address book works is described in contact management and address book.

There is an important rule to know: anyone not in your address book always gets an answer, as long as the master switch is on. That is deliberate, and it is the commercial heart of the product. An unknown number writing in is almost always a new client, and it is exactly the conversation you cannot afford to lose.

If you would rather that did not happen, the only route is to switch the assistant off entirely and turn it back on whenever you want.

If you reply, the assistant stops¶

You can write to a client yourself at any time, from the WhatsApp Business app on your phone. When you do, the assistant stops replying to that client for 6 hours. This way the client doesn't get answers from both of you.

When the assistant starts replying again, it says again that it is a virtual assistant. The client always knows who they are talking to.

If instead it's the client who wants to write to you, to thank you or to talk to you in person, the assistant offers to pause the automatic replies. The pause only starts if the client accepts, and it lasts until 10 minutes after their last message.

You can also turn the assistant off for a single client by writing /bot off in their chat, and turn it back on with /bot on. All the details are in the Reply to clients manually guide.

The cap on messages: no surprises on the bill¶

WhatsApp Business conversations have a cost, charged by Meta directly to your account. Wably gives you a tool to keep it under control: a daily limit on the messages the assistant may send on your behalf.

You can set it across four levels, from the most cautious to the most generous, depending on your practice's volume. If the limit is reached, the assistant pauses until midnight and you receive an email alert, so you know it happened and can decide whether to raise the threshold. The next day it starts again on its own, with nothing for you to do.

It is a protection against the unexpected, not an operational limit: the default thresholds comfortably cover the traffic of a normal professional practice.

What you see and what you can change, at a glance¶

None of these settings requires technical support or a help desk ticket. They are all a thumb's reach away on your phone.

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