Set up the AI assistant
Describe your business, switch on AI drafts and auto-reply, set the reply cap and choose where hand-offs go. Fully managed — no API key needed.
Vatli’s AI assistant is fully managed and powered by Google Gemini. You don’t need your own AI account or API key. It powers three things:
- Draft with AI in the inbox — the agent reviews and sends.
- Auto-reply — the bot answers new messages on its own.
- The Playground, where you test it safely.
If you see “AI Assistant isn’t enabled for your account yet”, contact support to switch it on. There’s nothing to set up on your side once it’s on.
1. Describe your business
- Go to AI Agents → Setup.
- In Business context & instructions, tell the assistant about your business — products, tone, what it may and may not promise.
A good prompt covers:
- Who you are — business name, what you sell, where you work.
- Tone — e.g. “warm, short replies; reply in Hinglish if the customer writes in Hinglish”.
- What to collect — e.g. name, city, budget, preferred time.
- Limits — e.g. “Never quote prices or delivery dates — hand off to a human.”
- When to hand off — angry customers, custom quotes, payment problems.
- Main call to action — e.g. book a demo, visit the store.
Put facts customers ask about (prices, policies, FAQs) in the knowledge base, not in the prompt.
2. Switch it on
| Setting | What it does |
|---|---|
| Enable AI assistant | Master switch. Turns on the ✨ Draft with AI button in the inbox. |
| Auto-reply to inbound messages | The bot answers new inbound messages automatically — only when no flow handles them and no agent is assigned. It hands off to a human when it can’t help. |
| Max auto-replies per conversation | After this many bot replies in one thread (1–20), the bot goes quiet. |
| Hand off to | Where the chat goes when the bot can’t help or hits the cap — the Unassigned queue (any agent can pick it up) or a specific teammate. A short note explains what happened. |
- Click Save.
3. Test before going live
Use the Playground to ask the questions your customers ask. Start with Enable AI assistant only (drafts), and switch on Auto-reply when you’re happy with the answers.
The auto-reply sends normal WhatsApp messages, so it only replies inside the 24-hour window — which is always the case when a customer has just written to you. It never messages contacts who opted out.