--- title: "WhatsApp AI Agents for Sales and Support | ConvoBox" description: "ConvoBox AI agents answer WhatsApp customers in natural language, handle product and order questions, qualify leads and hand over to your team when needed." url: https://www.convobox.in/whatsapp-ai-agent/ publisher: ConvoBox Inc --- 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. Example desk settings - **Answer from my business information**FAQs, policies, timings, product details, catalog - **Reply after hours**Or to all new chats, or from a workflow step - **Always hand over**Custom prices, refunds, complaints - **Attach the full chat for my team**Nobody asks the customer to repeat - **Voice calls**Voice agent is in development 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. Example store, invented. 11:40 PM: the team is offline and the AI agent answers from the product information the store added. Behind the scenes 1. Events appear here as the conversation moves. Tap a suggested message or button in the phone. ### Read this example as text ## 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 ## 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. 1UnderstandWhat 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. 2Answer or askIs 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. 3Hand overDoes 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 fromThe FAQs, policies, timings and product details you add, plus your WhatsApp catalog. - When it repliesAll new chats, only after hours, or only when a workflow step sends the chat to it. - When it hands overChoose the topics that always go to a person, and to which team. The full conversation goes with the chat. - How you review itEvery AI chat sits in the same shared inbox as human chats, so you can read what it said. Example rules: tap a customer message **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. **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. **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. **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. **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. **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](https://www.convobox.in/blog/whatsapp-ai-agent-guide/) A weekly review, 15 minutes 1. **Open the AI chats**Find the chats the agent handled in the shared inbox. 2. **Spot answers that were wrong or vague**Fix the business information they came from. 3. **Find topics where customers got stuck**Add them to the always-hand-over list. 4. **Check the handovers landed well**Did 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. Not sure? Start with a [chatbot workflow](https://www.convobox.in/whatsapp-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. ### Is an AI agent allowed on WhatsApp? Yes, for serving 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 and order questions is fine. A ConvoBox AI agent only answers for your business, from your information. Meta's messaging fees are separate from your ConvoBox subscription. 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](https://wa.me/917338519445?text=Hi!%20Please%20tell%20me%20when%20the%20ConvoBox%20voice%20agent%20launches.) 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 Late-night shoppers get answers before they leave. Clinic ### Timings and appointments Front desk calls drop. Real estate ### Project enquiries Serious buyers reach sales already qualified. D2C brand ### Order questions Where-is-my-order chats handled without an agent. Education ### Course questions Counsellors spend time on ready students. Service business ### Service bookings Bookings captured outside office hours. ## How to set up an AI agent Your team stays in control of what the agent answers. 1. 01Add your business informationFAQs, policies, timings and product details the agent can answer from. 2. 02Choose when it repliesAll new chats, after hours, or from a workflow step. 3. 03Set the handover rulesDecide which topics always go to a person and to which team. 4. 04Go live and reviewRead 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](https://wa.me/917338519445?text=Hi%20ConvoBox%20team%2C%20I%27d%20like%20to%20know%20more%20about%20ConvoBox.). ### 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](https://www.convobox.in/blog/whatsapp-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 - [**WhatsApp Broadcast**Send approved templates to thousands, schedule them and retry failed numbers.](https://www.convobox.in/whatsapp-broadcast/) - [**Chatbot & Workflow Builder**Trigger-based chatbots with conditions, delays, buttons, lists and forms.](https://www.convobox.in/whatsapp-chatbot-workflow/) - [**WhatsApp CRM**Pipelines, deals, tickets, tasks and owners built on every chat.](https://www.convobox.in/whatsapp-crm/) - [**Shared Team Inbox**One WhatsApp number for the whole team, with assignment and notes.](https://www.convobox.in/team-inbox/) - [**WhatsApp Commerce**Catalog, orders, payments and delivery tracking inside the chat.](https://www.convobox.in/whatsapp-ecommerce/) - [**Shopify WhatsApp App**Order updates, COD confirmation, abandoned cart recovery and revenue tracking.](https://www.convobox.in/shopify-whatsapp/) - [**Templates & WhatsApp Flows**Marketing, utility, carousel and Flow templates, plus native WhatsApp forms.](https://www.convobox.in/whatsapp-templates-flows/) - [**ConvoBox MCP for Claude**Connect Claude to ConvoBox and work with contacts, chats and campaigns in plain English.](https://www.convobox.in/claude-mcp/) - [**Meta Ads Integration**Auto-tag click-to-WhatsApp leads, sync Lead Ads forms to the CRM and send CRM signals back to Meta.](https://www.convobox.in/meta-ads/) - [**Android Team Inbox App**The full shared team inbox on Android, with admin and agent login.](https://www.convobox.in/android-app/) Get started today ## Put an AI agent on your WhatsApp number Connect your number to the official WhatsApp Business API and launch your first broadcast, chatbot or Shopify automation the same day. - 7-day free trial - No credit card - Official Meta Tech Partner - Hand-held onboarding --- Source: https://www.convobox.in/whatsapp-ai-agent/ · © ConvoBox Inc