WhatsApp AI Agent for Government

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 generates a description based on the information available. Set your agent's name, greeting, and ground rules to reflect your government department and the services it provides.

Fill the details given below:

• Website (fetched automatically)

• Agent/business name

• Greeting message (optional)

• Store currency

• Business type

• What the business does

• Ground rules

Additional ground rule: The agent must never claim to represent a government department.

In this step, train the agent on your government department's services, procedures, and public information. Add details about certificates, licences, government schemes, application requirements, public complaints, office locations, and FAQs.

You can provide this information through PDF, DOC, TXT, or CSV files. The WhatsApp AI Agent uses your department's knowledge to answer citizen enquiries accurately. For live application or complaint updates, connect your official systems through Tools & APIs.

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 (service guidelines, application procedures, FAQs)

For your reference, train your agent to answer questions about government services, required documents, application processes, office locations, public complaints, service charges, operating hours, and request status.

Note* Keep your department's information updated with the latest official guidelines so citizens receive accurate instructions.

This step is optional. You can add images related to government services, document requirements, office locations, application instructions, and public information notices to help citizens understand procedures.

When you add your website, the WhatsApp AI Agent automatically fetches images from it. You can review and control which visuals it can share during conversations.

Untick any image you don't want the agent to send.

You can:

• Create Image library (enable/disable per image)

• Search images

• Upload guidelines PDF for users

In this step, navigate to and click on Add Skills. Check the prebuilt skills list first. If the skill isn't available, click Create custom, name it Government Enquiry, and select Task skill as the type.

• What kind of skill is this? (Task skill)

• Icon & name: Government Enquiry

• When should the agent use it?

• Instructions

• Add skills

Make sure the instructions you provide are clear and easy to understand. The agent follows these instructions to answer public service questions, explain government procedures, and help citizens with their requests

One such template is:

“When a citizen asks about a government service, understand their request and ask relevant questions one at a time. Provide information using our department's official guidelines, explain procedures, and share required documents or application links. For complaints or status enquiries, use connected systems where available. Never invent policies, promise approvals, or confirm unverified information. Transfer complex requests to the appropriate team.”

Once you enter these instructions, the agent uses your department's knowledge and connected systems to handle citizen enquiries accordingly.

For more information, learn how to create a custom skill.

Now that you've created the Government Enquiry skill, it will appear in the Skills list. Switch it on, expand it to configure the required variables, templates, and ads, then click Done.

All you have to go through is:

• Skills list

• Enable the Government Enquiry skill

• Expand to configure its variables, templates & ads

• Skills enabled counter

Your agent is now trained to answer government-related enquiries, explain public services, guide applications, and assist citizens with common requests.

Before enabling the skill, configure it to follow your department's official guidelines, ask relevant questions, and escalate requests that require human assistance.

Government departments may collect official fees for certain public services, certificates, or applications. However, many government enquiries don't involve payments.

Connect your payment gateway only if your department is authorised to collect the applicable service fees through this channel.

• Payment gateway (Razorpay or PayU)

• Out-of-window template (optional)

You can skip this step if the agent only answers enquiries, shares service information, handles complaints, or guides citizens through official portals.

Note* The agent must never request unauthorised fees or collect payments outside approved departmental procedures.

This step is useful if your government department runs approved Click-to-WhatsApp campaigns to share information about public services, initiatives, or citizen assistance programs.

If you're running Click-to-WhatsApp ads, map each campaign to a custom greeting and context so the agent understands what prompted the citizen's enquiry.

• Add ad (map ad → custom greeting & context)

• Ad ID

• Label

• Greeting (first message to user)

• Context (extra context for the agent)

• Discount honoured at checkout (optional)

• Products featured in this ad

You can skip this step if your department doesn't run Click-to-WhatsApp ads.

The discount and product fields are general platform settings and aren't normally relevant to government enquiries.

You can set handoff triggers for citizens who have complex service requests, unresolved complaints, documentation issues, or questions that require assistance from a government official.

Fallback message: Write a reply for when the agent cannot find service information or retrieve details such as application procedures, office information, or request status.

Human handoff: Enable handoff for complex grievances, disputed application details, urgent service requests, sensitive matters, and requests to speak with an official.

In this step, decide what happens when the agent cannot help. Write the fallback message, switch on Hand off to a human, and add phrases that should transfer the conversation to your department's support team.

What you must fill:

• Fallback message

• Where your agent runs: up to 3 test numbers

• Hand off to a human: toggle

• Trigger phrases

• Handoff message

This step is useful when your Government Enquiry WhatsApp AI Agent needs to check application status, retrieve public service records, register complaints, or update requests through connected departmental systems.

Connect your grievance management platform, application management system, or other approved government software through APIs. This allows the agent to retrieve live information or complete authorised tasks.

Click Add custom API action, specify when the agent should use it, and paste your cURL to automatically fill in the request details.

• Action name

• When should the agent call it?

• Paste cURL

• Request: method + endpoint URL

• Headers

• Params

• Body

• Auth

• Test call

Click Next: variables to continue.

Note* You can skip this step if your agent only answers general enquiries using your department's published information. For live tracking, complaint registration, or record updates, an authorised integration is required.

Before your AiSensy-powered Government Enquiry WhatsApp AI Agent goes live, make sure to test it.

You can test how the agent handles public service enquiries, application guidance, required documents, complaint registration, request status updates, and human handoffs.

Make sure the agent doesn't invent government rules, share outdated service information, promise approvals, or confirm requests without verification.

You can chat with your agent before citizens do with AiSensy's 500 free AI messages for testing.

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

• Test your Agent panel (Train/Live modes)

• Publish

• AI on/off toggle