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ConvoBox · AI Agents

WhatsApp AI agents for sales and support

ConvoBox AI agents read every WhatsApp message and reply in natural language from your business information. They answer product and order questions, qualify leads, and pass the chat to your team when a person is needed.

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  • Replies around the clock
  • Hands over to your team
  • Voice agent in development
AI deskExample workspace, invented storesLive example

Try it yourself

Play the customer. Watch the AI desk work.

Four everyday situations at invented stores. Tap a suggested message and see what the AI answers, when it hands over, and what your team sees.

KKaveri Threads Official business account

Example store, invented. 11:40 PM: the team is offline and the AI agent answers from the product information the store added.

Read this example as text

Product question

Example store, invented. 11:40 PM: the team is offline and the AI agent answers from the product information the store added.

  1. Note: Today
  2. Kaveri Threads: Vanakkam! I am the Kaveri Threads assistant. Ask me about sizes, stock, delivery or returns.
  3. ConvoBox: AI agent is replying. It is after hours, so the AI agent takes every new chat.
  4. Choices: Is the indigo cotton kurta available in L? / How long does delivery to Madurai take?
  1. ConvoBox: Question understood. Product question about size and stock. Looking in the product information.
  2. Kaveri Threads: Yes, the Indigo Block Print Kurta is in stock in L. It is ₹1,299 and comes in S to XL. The mustard one is sold out in L right now.
  3. ConvoBox: Answered from your product information. Source: product details for Indigo Block Print Kurta. No handover needed.
  4. Choices: Send me the product / Do you do COD?
  1. Kaveri Threads: Here it is. Tap to see sizes and add it to your cart. Indigo Block Print Kurta · ₹1,299
  2. ConvoBox: Product shared from the catalog. The AI agent shared the item with its price and sizes.
  3. ConvoBox: Tag added: asked about kurta. Your team can follow up the next morning.
  1. Kaveri Threads: Yes, cash on delivery is available on orders up to ₹5,000 in most pincodes. Share your pincode and I will confirm.
  2. ConvoBox: Answered from your FAQs. Source: payment and delivery FAQ the store added.
  1. Kaveri Threads: Delivery to Madurai usually takes 3 to 5 working days. Shipping is free on orders over ₹1,500.
  2. ConvoBox: Answered from your policies. Source: delivery policy the store added.
  3. ConvoBox: Tag added: delivery question. No person needed. The chat stays in the shared inbox for review.

Where is my order?

Example store, invented. The AI agent reads the order from the connected Shopify store and passes anything it should not change to a person.

  1. Note: Today
  2. Kaveri Threads: Hi! How can I help you today?
  3. Choices: Where is my order?
  1. Kaveri Threads: Sure, I will check. What is your order number?
  2. Choices: KT-2291 / I do not have it
  1. ConvoBox: Looking up the order. Order status read from the connected Shopify store.
  2. Kaveri Threads: Order KT-2291 shipped yesterday with Delhivery and should reach you by Thursday. Track it here: kaverithreads.example/track/2291
  3. ConvoBox: Handled without an agent. A where-is-my-order chat answered from order data.
  4. Choices: Thanks! / Change my address
  1. Kaveri Threads: Happy to help! Enjoy your kurta.
  1. Kaveri Threads: I cannot change the address on a shipped order myself, so I am passing this to our support team now with your order number.
  2. ConvoBox: Handover: address change. Changing a shipped order is on the list that always goes to a person.
  3. ConvoBox: Assigned to Support team. Agent Meera notified. The full chat and order number are attached in the shared inbox.
  4. Note: Meera from Support joined the chat
  5. Kaveri Threads: Hi, Meera here. I have your chat and order number. I will ask the courier about a redirect and update you here.
  1. Kaveri Threads: No problem. I am passing you to our team so they can find the order for you.
  2. ConvoBox: Handover: order not identified. Without an order number the AI agent does not guess.
  3. ConvoBox: Assigned to Support team. Full chat attached. The customer does not repeat anything.

A person is needed

Example store, invented. Custom prices and refunds are decisions for people. The AI agent hands over and the conversation goes with it.

  1. Note: Today
  2. Kaveri Threads: Hi! How can I help?
  3. Choices: Can you do 30% off if I buy 40 pieces? / My kurta arrived torn. I want a refund.
  1. ConvoBox: Custom price detected. Discounts on bulk orders are on your "always hand over" list. The AI agent does not quote one.
  2. Kaveri Threads: Thank you for asking. A custom price is decided by our sales team, so I am passing you to them with this chat. They will reply here.
  3. ConvoBox: Assigned to Priya, Sales team. The chat leaves the AI queue and shows in Priya's inbox with the whole conversation attached.
  4. ConvoBox: CRM stage: Bulk enquiry. The contact moves so sales can see it on the pipeline.
  5. Note: Priya from Sales joined the chat
  6. Kaveri Threads: Hi Arun, Priya here. I have read your chat. I will share a quote for 40 kurtas in a few minutes.
  1. ConvoBox: Complaint detected. Refunds are decided by a person. The AI agent apologises and hands over.
  2. Kaveri Threads: I am sorry about that. Refunds are decided by our support team, so I am handing this over now. Please send a photo here if you can.
  3. ConvoBox: Assigned to Support team. Agent Meera notified. Full chat attached.
  4. Choices: Photo of the torn sleeve
  1. ConvoBox: Tag added: damaged item. Photo saved in the thread for the support team.
  2. Note: Meera from Support joined the chat
  3. Kaveri Threads: Hi, Meera here. I can see your photo and the chat above. I am sorting out the replacement or refund now and will update you here.

Lead qualification

Example plot developer, invented. The AI agent asks the questions sales needs, saves the answers and moves the CRM stage.

  1. ConvoBox: Chat started from a click-to-WhatsApp ad. The contact is auto-tagged with the ad campaign.
  2. ConvoBox: CRM stage: New lead. Created automatically on the first message.
  3. Nilgiri Greens Homes: Hello! Thanks for your interest in Nilgiri Greens. A few quick questions so the right person can help you. What plot size are you looking at?
  4. Choices: 1,200 sq ft / 2,400 sq ft / Not sure yet
  1. ConvoBox: Answer saved to the contact. Field: preferred plot size.
  2. Nilgiri Greens Homes: Thanks. When are you planning to buy?
  3. Choices: This month / In 3 to 6 months / Just exploring
  1. ConvoBox: Answer saved to the contact. Field: buying timeline.
  2. ConvoBox: Stage moved: New lead to Qualified. Wants to buy soon. Sales sees the card move on the pipeline.
  3. Nilgiri Greens Homes: Great. Our sales advisor Kiran can show you the layout. Would a site visit this Saturday suit you?
  4. Choices: Saturday, 11 AM / Call me first
  1. Nilgiri Greens Homes: Noted. Kiran from our sales team will confirm with you shortly.
  2. ConvoBox: Assigned to Kiran, Sales team. Chat, answers and stage are all in front of Kiran. Nothing to re-ask.
  3. ConvoBox: Stage moved: Qualified to Visit requested. Custom stage from this example pipeline.
  1. ConvoBox: Answer saved to the contact. Field: buying timeline.
  2. ConvoBox: Stage moved: New lead to Exploring. Not ready yet, so no call from sales today.
  3. ConvoBox: Stage follow-up starts. Moving to this stage sends the first message of the drip you set up, instantly.
  4. Nilgiri Greens Homes: No rush at all. I am sending our brochure now. Message me any time with questions.

What is a WhatsApp AI agent?

A WhatsApp AI agent is software that understands each incoming message and writes a reply in natural language, instead of showing a fixed menu of buttons.

Read the full explanation

In ConvoBox, AI agents work alongside the workflow builder and the shared team inbox: the agent handles routine questions and hands anything it should not answer to a person, with the full conversation attached. A rule-based chatbot is best for fixed journeys such as order tracking or appointment booking, while an AI agent is best for open questions such as product advice, policies, sizes and delivery times. The two work together in ConvoBox: a workflow can route a chat to the AI agent, and the agent can hand the chat back to a workflow or to a human agent. Businesses use AI agents to answer customers at night and during sale spikes, to reply in the customer's language, and to keep first response times low without adding staff. A voice agent for WhatsApp calls is in development.

How does the AI agent decide what to do with a message?

Three decisions for every incoming message. You set the information it reads and the rules it follows.

  1. 1

    Understand

    What does the customer want?

    Reads the message the way it was written, typos and mixed languages included.

    hi do u have the linen shirt in M
  2. 2

    Answer or ask

    Is the answer in what I was given?

    Answers from your business information and catalog, or asks the next qualifying question.

    Yes, M is in stock in white and olive.
  3. 3

    Hand over

    Does a person need to take this?

    Topics on your list go to the right team with the whole chat attached.

    Priya from Sales will message you.

What guardrails do you control?

The agent works inside four settings that your team owns. The tester uses example rules to show how six common messages would be routed.

  • What it answers from

    The FAQs, policies, timings and product details you add, plus your WhatsApp catalog.

  • When it replies

    All new chats, only after hours, or only when a workflow step sends the chat to it.

  • When it hands over

    Choose the topics that always go to a person, and to which team. The full conversation goes with the chat.

  • How you review it

    Every AI chat sits in the same shared inbox as human chats, so you can read what it said.

Example rules: tap a customer message

The AI agent answers

Why: It is a product question and the answer is in the product information.

Customer sees: Yes, L is in stock in indigo. It is ₹1,299.

The AI agent answers

Why: Delivery policy is part of the business information the store added.

Customer sees: Shipping is free over ₹1,500, otherwise ₹60. It usually takes 3 to 5 working days.

Goes to a person: Sales

Why: A custom price is on the "always hand over" list. The AI agent does not quote one.

Customer sees: A custom price is decided by our sales team. I am passing you to them with this chat.

Goes to a person: Support

Why: Complaints and refunds are decisions for people.

Customer sees: I am sorry about that. I am handing this to our support team now, with the full chat.

Reads the order, then your rule decides

Why: The AI agent can read order status. If you add "delayed orders" to the hand-over list, a person takes over right after.

Customer sees: Your order shows as shipped but not moving. I am asking our support team to chase the courier.

Goes to a person: unknown topic

Why: If the answer is not in your business information, the safe rule is: do not guess, hand over.

Customer sees: I do not have that information, so I am asking our team to reply here.

Can an AI agent get things wrong?

Yes. An AI agent can occasionally give a confident answer that is incorrect, especially when your information is out of date or a customer mixes languages. The customer sees the mistake, so the setup matters more than the technology.

Keep the agent on routine questions, keep price, refund and complaint decisions with people, and read its chats often. If a wrong answer touched an order or a price, reply personally and put it right.

Read the guide: what AI agents do well, where they fail

A weekly review, 15 minutes

  1. Open the AI chatsFind the chats the agent handled in the shared inbox.
  2. Spot answers that were wrong or vagueFix the business information they came from.
  3. Find topics where customers got stuckAdd them to the always-hand-over list.
  4. Check the handovers landed wellDid the right team get the chat, with context?

Rule-based chatbot or AI agent: which do you need?

Most businesses use both. A workflow handles the fixed journeys, the AI agent handles the open questions, and either can pass the chat to a person.

Rule-based chatbotAI agent
How the customer talksTaps buttons or types a keywordTypes normally, in their own words
Best forFixed journeys: order tracking, appointment booking, formsOpen questions: sizes, policies, delivery times, product advice
What you set upEvery step and branch, drawn by youGood business information, plus rules for when to hand over
How predictable it isAlways the same path and the same wordsWording varies, and an answer can occasionally be wrong
When the customer goes off-scriptCan get stuck or repeat the menuUsually copes, and should hand over when unsure
Where a person comes inAn assign-to-agent step you place in the flowHand-over rules by topic, with the full chat attached

Not sure? Start with a chatbot workflow for your top three journeys and add the AI agent for after-hours chats. If you get only a few chats a day, your own replies may beat any bot.

In development

A ConvoBox voice agent is on the way

The same idea for phone calls. It is being built now and is not available yet. Message the team on WhatsApp to hear when it launches.

Where businesses use AI agents

The agent handles the routine; your team handles the rest. These are examples, not customer results.

Fashion store

Size and stock questions

Yes, the kurta is in stock in M and L. Want me to send the product?

Late-night shoppers get answers before they leave.

Clinic

Timings and appointments

Dr. Anand sees patients from 10 AM to 1 PM, Monday to Saturday. Shall I book a slot?

Front desk calls drop.

Real estate

Project enquiries

The 2BHK units start on the 4th floor. Would you like a site visit this weekend?

Serious buyers reach sales already qualified.

D2C brand

Order questions

Your order #2291 shipped yesterday and arrives Thursday. Here is the tracking link.

Where-is-my-order chats handled without an agent.

Education

Course questions

The weekend batch runs Saturday and Sunday, 9 to 12. I can send the brochure.

Counsellors spend time on ready students.

Service business

Service bookings

A technician can visit tomorrow between 10 and 12. Shall I confirm?

Bookings captured outside office hours.

How to set up an AI agent

Your team stays in control of what the agent answers.

  1. 01

    Add your business information

    FAQs, policies, timings and product details the agent can answer from.

  2. 02

    Choose when it replies

    All new chats, after hours, or from a workflow step.

  3. 03

    Set the handover rules

    Decide which topics always go to a person and to which team.

  4. 04

    Go live and review

    Read the agent's chats in the shared inbox and refine its information.

AI agent questions

Short, direct answers. Still unsure? Message the team on WhatsApp.

What is a WhatsApp AI agent?

A WhatsApp AI agent reads incoming messages and replies in natural language using your business information. Unlike a button-based chatbot, customers can type questions in their own words.

Will the AI agent replace my team?

No. The agent handles routine questions and hands the rest to your team in the shared inbox, with the full conversation so nobody asks the customer to repeat themselves.

What does the AI agent answer from?

From the business information you add, such as FAQs, policies, timings and product details, plus your WhatsApp catalog.

Can the AI agent work with my chatbot workflows?

Yes. You can start the AI agent from a workflow step, and the agent can hand the conversation back to a person or a workflow.

Does ConvoBox have a voice agent?

A ConvoBox voice agent for phone calls is in development. Message the team on WhatsApp if you would like to hear when it launches.

How is an AI agent different from a chatbot workflow?

A workflow follows the exact steps you draw, with buttons and lists. An AI agent understands free-typed messages and replies in natural language. Many businesses use both: workflows for structured journeys and the AI agent for open questions.

Is an AI agent allowed on WhatsApp?

Yes, when it serves your own customers. Meta's terms for the WhatsApp Business Platform, effective 15 January 2026, prohibit providers whose main product is a general-purpose AI assistant. A business using AI for its own support, sales or order questions is fine. See our AI agent guide.

What if the AI agent gives a wrong answer?

It can happen, so plan for it. Read the agent's chats in the shared inbox, correct the business information it answers from, and add topics that keep going wrong to the list that always goes to a person. If a wrong answer affected an order or a price, reply personally and put it right.

Works together with the rest of ConvoBox

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