WhatsApp AI Agent for Helpdesk 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 AI engine 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 (fetched automatically)

• Agent/business name

• Greeting message (optional)

• Store currency

• Business type

• What the business does

• Ground rules

In this step, train the agent on your customer support services and policies. Add information about internet plans, troubleshooting guides, connection transfers, installation procedures, technician visits, billing policies, and FAQs.

You can also train your agent to retrieve live service availability, complaint status, and technician schedules through connected systems.

You can submit this information through PDF, DOC, TXT, or CSV files. The agent uses your provided knowledge to answer customer enquiries and guide users through support requests.

Every source shows "Ready" once learned.

Add your information using these options:

• Crawl a page: Add your business or support website URL.

• Upload files: PDF, DOC, TXT, or CSV, up to 50MB each.

• Paste text: FAQs, troubleshooting guides, connection transfer policies, installation procedures, and support scripts.

In this step you can add screenshots, setup guides, and router indicator images can help explain troubleshooting steps. This step is entirely optional. If you feel the need of it, you can add images. 

Though, when you add your website, the AI Agent fetches images from it (only from the website). You can review which visuals it can share in chat.

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

You can:

• Manage your image library: Enable or disable individual images.

• Search images: Quickly find the visuals you need.

• Upload guidelines PDF to help users

In this step, navigate to and click on Add Skills. Check the prebuilt skills list first. If the skill you need isn't already available, then navigate to and hit 'Create custom' button, name it Helpdesk Support, and pick Task skill as the type.

The other details which need to be filled are given below:

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

• Icon & name: Helpdesk Support

• When should the agent use it?

• Instructions

• Add skills

In this step, train your agent to understand customer complaints, guide users through troubleshooting, handle connection transfer requests, and assist with technician visit bookings.

Make sure the instructions are clear and easy to understand. The agent follows these instructions when responding to customer enquiries.

One such template is:

“When a customer reports an internet issue, ask about the problem and guide them through approved troubleshooting steps. For house shifting or Wi-Fi transfer requests, collect the new address and check service availability through the connected system. If a technician visit is needed, check available slots and help book an appointment. Never confirm a booking without verification, and escalate unresolved issues to the support team.”

Once you enter these instructions, the agent fetches the information around the instructions and replies accordingly. 

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

Once you have created the Helpdesk Support skill, it will appear in your Skills list. You can now switch it on, expand it to configure and then click Done.

All you have to go through is:

• Skills list

• Enable the Helpdesk Support skill

• Expand to configure its variables, templates & ads

Your agent is now trained to handle customer complaints, connection transfer requests, troubleshooting enquiries, and technician visit bookings.

While configuring the Helpdesk Support skill, train your agent to ask relevant questions, follow approved support procedures, check live availability through connected systems, and escalate unresolved requests to your support team.

This step decides what happens when the agent cannot resolve a customer complaint, verify service availability, book a technician visit, or complete a connection transfer request.

Fallback message: Write a reply for situations where the agent cannot retrieve information, answer a support question, or confirm service availability.

Human handoff: Enable handoff for unresolved technical issues, unavailable technician slots, connection transfer problems, urgent service failures, and requests to speak with your support team.

Add trigger phrases that should transfer the conversation to a human, along with a message informing the customer about the handoff.

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

Connect your customer support, serviceability, or technician scheduling system through APIs. This allows the Helpdesk Support AI Agent to check connection availability, create service requests, book technician visits, and retrieve complaint updates.

This step is required if you want the agent to perform these actions automatically instead of simply collecting customer information.

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

Review the following fields:

• 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* For house shifting, connection transfers, and technician bookings, make sure your APIs return verified service availability and appointment slots. The agent should confirm requests only after the connected system successfully records them.

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

You can test how the agent handles internet complaints, troubleshooting enquiries, house-shifting requests, Wi-Fi transfers, service availability checks, technician bookings, and human handoffs.

Make sure the agent doesn't invent solutions, confirm unavailable services, promise technician visits without verification, or provide incorrect complaint updates.

You can chat with your agent before your customers 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