I want customer questions answered automatically, without invented answers
The AI Operator is an extra member of staff in your inbox. It answers customer questions, opening hours, prices, how to book, from the knowledge you taught it, and its most important rule is honesty: it is designed not to answer beyond the knowledge you approved. When unsure, the conversation is escalated to your team with a note, rather than answered with an invented price, schedule, or piece of medical advice. Every reply is logged and available for you to review.
Before subscribing, prepare its knowledge, free
The bot only answers from your knowledge cards. Switched on empty, most chats will be handed to your team with a note saying outside its knowledge, and the subscription feels wasted. That is why the Assistant page shows a readiness checklist before you pay:
- Collect at least eight or so knowledge cards: opening hours, prices, services, how to order, policies. Two free routes exist: the Knowledge Interview, a few guided questions, and the manual Add knowledge form.
- Let conversations accumulate. The richer your chat history, the smarter the bot becomes later through the "Learn from history" feature.
Both can run alongside business as usual. Nothing is lost by delaying activation until you are ready.
Four ways to teach it
- Knowledge Interview. Answer a few questions about your business, hours, services, prices, how to order, and each answer becomes a card. Free, even before you subscribe.
- Add knowledge manually. Write or paste cards one at a time. Also free.
- Paste a link or upload a document (part of the subscription). Paste your website FAQ page or upload a brochure or price list PDF, and the assistant distils it into draft cards for you to review.
- Learn from history (part of the subscription). The assistant reads your team past conversations and proposes the answers your team usually gives, without duplicating existing knowledge. It runs in the background, so you can close the page and we email you when the proposals are ready. Personal customer data is stripped out automatically.
Every route ends in the same place: no knowledge becomes active without your approval. Draft cards are reviewed first, and proposals are approved with one click.
It gets smarter from your team corrections
Every time the bot gives up and your team answers, that answer appears as a knowledge proposal on the Assistant page. One click turns it into a card, and the same question will not be handed over again. Every Monday you receive a summary email: how many chats it answered, how many it handed over, and which questions come up often with no answer yet.
Setting how the bot addresses people
The Assistant page has a field called "How the bot addresses people". Write the forms of address and the set phrases your business uses, and the bot will use them. This is about tone of voice, not content. The facts still come from the knowledge cards.
What makes the biggest difference: state the forms that are forbidden, not only the correct ones. Writing "address parents as Mum and Dad" invites the bot to shorten it to "Dad" when addressing one person. Writing "always Mum/Dad, never Dad alone" closes that gap.
If the list of phrases is long, add "do not use them all in one reply". Without that the bot tends to cram everything in and the result sounds forced.
Sending an image or a PDF, not just text
Every knowledge card can carry one file: a JPG or PNG up to 2 MB, or a PDF up to 5 MB. If the bot answers using that card and the file helps, the file is sent along with the answer.
Images suit a price list meant to be taken in at a glance. PDFs suit brochures, registration forms, or terms of service, things meant to be saved and read again. For a PDF, the filename you upload is what the recipient sees in WhatsApp, so give it a clear name such as Registration-Form.pdf.
One file per card. If you have three price packages, make three cards, each with its own file. Besides being the limit, this makes answers more precise: someone asking "what is the sealer package?" receives only the sealer image, while someone asking "what does it cost?" receives all three.
Quota and cost, with no way to overrun
- The monthly quota is included in the subscription and resets each month. Usage is visible on the Assistant page and in the monthly chart.
- Reaching 80 percent triggers a warning email. Running out means the bot stops answering and every chat continues to reach your team. Service is never interrupted and there is no surprise bill.
- Need more? Top up from the Billing page. Top-ups are valid for 30 days from purchase.
What the quota is spent on, with nothing hidden
The quota only goes down when the AI model is actually called, and every call is recorded: input tokens plus output tokens, times the rate per 1,000 tokens. The Assistant page shows a table, "What the quota was spent on this month", that sorts everything into plain activities:
- Bot replies to customers, the largest share. One reply is not one word: the bot reads your knowledge cards every time it answers, so longer knowledge means more tokens per reply (usually a few thousand).
- The bot read the chat, then handed it to your team: it decided not to answer because the question was outside its knowledge. The AI already read that conversation, so it still counts even without a reply. Teaching the bot what it keeps handing over reduces this waste.
- Reading registration forms into reservations, part of the Reservations feature (guide).
- Distilling websites, documents, or chat history into knowledge cards, and template drafts through AI.
- Test answers through an MCP agent and the developer API.
Does not use the quota: bot off, quota exhausted, bot busy, or an outage (recorded as 0 and still visible in the table); every non-AI auto-reply, such as greetings, menus, reminders, quiet-lead follow-ups, payment confirmation, and the catalogue; classifying customer feedback (covered by WACO); and WhatsApp/Meta message fees, which never pass through WACO.
Several channels? Several branches? One assistant is usually enough
One assistant per product is the recommendation, and it can stand on any number of your channels at once, WhatsApp, website live chat, Instagram, at no extra cost, on one shared quota. A new branch, a new number, or a new website selling the same product, all branches of one beauty clinic for instance, does not need a new assistant. Just tick the channel on the "Which channels does the bot stand on?" card on the Assistant page.
A second assistant only makes sense when you have a different product and want the knowledge kept apart so it does not answer from the wrong room, a beauty clinic and a circumcision clinic for example. Add one from the Assistant page and it gets its own knowledge, quota, and channels, at US$30 a month. The page states clearly which assistant you are working on, and you switch between them with the tabs above.
Have your own application outside WACO? The same brain is available through the developer API.
Prefer to manage the bot by chatting? Through WACO MCP, Claude or ChatGPT can decide on suggestions, teach new facts, distil a website into knowledge, and test the bot's answers for you — without opening this page.