WhatsApp AI Agent for Customer Support

Go to the AiSensy Signup Page. Create your account using either:

• Your Google account, or

• Your business email address by filling out the sign-up form.

Once signed up, Log in to AiSensy using the same Google account or email credentials.

Once you are logged in, navigate to and click on AI Agent available on the navbar on the left.

Fill in the details given below:

• Website (mandatory)

• Business type

• Anything special it should know? (optional)

• Business context (optional)

Once you fill these details correctly, proceed to hit '✨ Create agent' button. AiSensy automatically builds an agent trained on your business.

When you add your website, AiSensy auto-generates your business description. Set your agent's name, greeting, and a few ground rules it must always follow.

Fill the details given below:

• Website

• Agent/business name

• Greeting message (optional)

• Store currency

• Business type

• What the business does

• Ground rules

Train the agent on your business website. You can include your products or services, common customer FAQs, troubleshooting guides, and support policies while adding information. 

The agent will use this information to answer customers' queries. You can submit the information in the form of PDF, DOC, TXT, or CSV files. It never gives generic replies.

Every source shows "Ready" once learned.

Perform the below mentioned steps:

• Crawl a page (website URL)

• Upload files (PDF, DOC, TXT, CSV - up to 50MB each)

• Paste text (policies, scripts, price lists)

For customer support, also add details about account access, billing issues, cancellations, refunds, and when to escalate a request to your team.

This helps the agent guide customers through common issues and recognise when a support representative needs to step in.

In this step, you can add images of set-up guides, troubleshooting screenshots, or product instructions can help explain a solution.

When you add your website, the AI Agent automatically fetches the image from it. You can control the visuals the agent can share in chat - product shots, catalogs, offers.

Untick any image it shouldn't send.

You can:

• Create Image library (enable/disable per image)

• Search images

Navigate to and click on '+ Add Skills' button. Customer Support is one of the pre-defined skills that you select simply by clicking on the checkbox available next to it. 

Once you switch it on, you can expand it to set your cut-off and where a qualified applicant should go, then hit Done.

All you have to go through is:

• Skills list

• Enable the FAQ / Support skill

• Expand to configure its variables, templates & ads

Now, you must make sure that the instructions fed to the agent are clear and easy to understand. The agent behaves according to the instructions given to it.

The agent uses your instructions and connected catalog to help customers find and buy their desired products.

For more info, tap here to learn how to create a custom skill

In order to configure the customer support skill, you will have to expand the already enabled FAQ / Support skill.

The 'When it’s used' section explains when the agent answers general questions using your business knowledge, such as products, pricing, policies, and working hours. It’s managed by AiSensy.

Under Questions to collect, add details needed before handing the conversation to your team.

• Question to ask: Enter a question, such as “What do you need help with?”

• Variable: Select or create a variable to store the answer.

• Required: Mark essential questions as mandatory.

• Add variable: Add more details to collect, such as the customer’s name.

During this step, you can connect the tools and messages your agent needs for support.

• Connected tools / APIs: Select an existing API or define a new one.

• Templates: Attach approved WhatsApp messages.

• Ad mapping: Select the ad linked to this skill, if relevant.

• Trigger a flow: Choose an optional chatbot flow.

Without connected APIs, the agent answers from your knowledge base.

Click + Define a new API to connect a support system, such as a tool for creating support tickets.

• Action name: Name the action, such as “Create Support Ticket”.

• When should the agent call it? Describe when it should run.

• Request: Select the method and enter the API URL.

• Headers, Params, Body & Auth: Add the details required by your API.

You can also use Paste cURL to import the request.

Click Test call to check it, then Next: variables to continue.

You can perform this step for answering product-specific questions related to specifications, compatibility, or usage.

To add products, choose which catalog items the agent can recommend - so every suggestion comes from your actual range.

• Catalog products (select what the agent may recommend)

• Add products by hand (for bundles or items not in your store)

• Sync from Shopify

• Sync from WooCommerce

• Import CSV/XLS

This step decides what happens when the agent can’t resolve a customer’s issue. Unresolved complaints, complex technical problems, or requests to speak with someone may need your support team’s attention.

Add a fallback message, switch on Hand off to a human, and set phrases that bring a support representative into the chat.

What you must fill:

• Fallback message

• Where your agent runs: up to 3 test numbers

• Hand off to a human: toggle

• Trigger phrases, such as “My issue is still unresolved”, “Talk to support”, or “I want to raise a complaint”

• Handoff message

Performing this step is optional. If there are FAQs or general troubleshooting steps, then it is useful. It can be used to retrieve customer-specific order, refund, or account status, or create and update tickets in an external system.

Actions let your agent fetch live information or complete tasks using connected tools and APIs - checking an order status, creating a CRM lead or booking an appointment.

Hit Add custom API action, tell it when to call it, then paste your cURL - the request fills itself in.

• Action name

• When should the agent call it?

• Paste cURL

• Request: method + endpoint URL

• Headers

• Params

• Body

• Auth

• Test call

Click on - Next: variables

Before you go live with the agent, you can test it. You can test common questions, unclear complaints, failed troubleshooting, unavailable records, and handoff.

Chat with your agent before your customers do - 500 free AI messages to trial it. Happy?

Publish, switch the AI on & you're live.

• Test your Agent panel (Train/Live modes)

• Publish

• AI on/off toggle