WhatsApp customer assistant
Answer WhatsApp questions while you are busy with customers.
The assistant uses your services, regions, working methods and approved answers to help customers. Callback and quotation requests appear in your account. Read the conversation and take over whenever you need to.
From a question to a useful follow-up
Customers may message while you are working, in a meeting or travelling. The assistant can provide an initial answer and collect the details your team needs for a callback or quotation. A recorded preferred time is a request, not proof that a person or appointment is available.
- Answer from company knowledge
- Use approved information about services, regions, processes and common questions.
- Capture the request
- Record the name, number, subject and preferred contact time in the enquiry list.
- Keep the conversation
- Your team can read the exchange before following up.
Example: an evening enquiry to an estate agent
Illustrative conversation, not a real property listing or confirmed appointment. The assistant can only answer availability questions when current, approved information is available.
| Who | Message |
|---|---|
| Customer | Is 12 Lindelaan still available, and can I view it this weekend? |
| Digital assistant | The property is listed as available. The agency offers viewings on weekdays and Saturday mornings. Would you like a colleague to contact you to arrange a time? |
| Customer | Yes, please. Sanne de Wit, on this number, tomorrow after 10. |
| Digital assistant | I have recorded your request for a callback after 10 tomorrow. A colleague will need to confirm the appointment. |
Example: a question about VAT returns
Illustrative accountancy conversation. The approved services support the answer; an unknown price is handed to a colleague.
| Who | Message |
|---|---|
| Customer | Do you handle VAT returns for sole traders? |
| Digital assistant | Yes. We handle quarterly VAT returns for sole traders, including the checks beforehand. Would you like a colleague to discuss your circumstances? |
| Customer | What does that cost per month? |
| Digital assistant | That depends on your administration. I can ask a colleague to prepare a suitable proposal. |
| Customer | Yes, please. My name is Fatima. Tomorrow after 10 works for me. |
| Recorded request | Name, number, subject and preferred callback time appear in the account. The accountant receives a notification; the requested time is not a confirmed booking. |
Set up the assistant in four steps
Use the company knowledge already available in Klusio. Choose the number, tone and boundaries, then try it before customers use it.
- 1. Activate the trial
- The first three days are free. Cancel during those days and no subscription charge is taken.
- 2. Choose your number
- Connect your WhatsApp Business app, arrange a new number through Klusio or transfer an existing number. Registration normally takes one to two working days.
- 3. Test privately
- Use the in-account test conversation without sending a customer message. Adjust tone, opening hours and limits.
- 4. Take over when needed
- When you reply, the assistant pauses in that conversation for 24 hours or until you hand it back.
Use the knowledge and controls in your account
Website pages, articles, frequently asked questions, services, regions and your account settings provide the information. You can choose which sources the assistant may use.
- Your tone and limits
- Choose a formal or informal style, the intended type of assistance, opening hours and statements it must not make.
- Enquiries with context
- Callback, quotation and appointment requests appear with the conversation and a notification.
- Readable history
- Find what a customer asked and what the assistant answered.
- Input for future content
- Customer questions can inform useful articles and page improvements through the Growth Engine.
A fixed subscription and a defined conversation allowance
The first three days are free, followed by €49 per month excluding VAT on Groei Start and Groei Pro, with 100 conversations per month. From Groei Marktleider the assistant is included, with 150 conversations per month.
- What counts as a conversation
- One customer messaging on one day, regardless of the number of messages. The same customer returning on another day counts again.
- When the allowance is used
- New customers receive your fallback message, existing conversations are completed and you receive one notification email that month. The allowance resets on the first day of the next month. There is no automatic conversation-overage charge.
- Number costs
- Using your own number or WhatsApp Business app has no additional number charge. A new number arranged through Klusio is charged at cost.
- Trial and cancellation
- The first subscription payment is on day four. Cancel within the first three days to avoid that payment. After the trial, the subscription can be cancelled monthly in your account.
Keep the assistant identifiable and accountable
The assistant must identify itself as your digital assistant in its first response and when asked whether it is human. It must not invent prices, deadlines or guarantees, or disclose another customer’s information. Company knowledge, numbers and conversations are separated by account, and stored conversation data is encrypted.
- Human handover
- You can read and take over conversations instead of leaving the assistant to handle an unknown or sensitive situation.
- Privacy information
- Include the assistant in your privacy notice. An example is available in your account, alongside your retention settings.
- Different from a lead notification
- A website-chatbot lead notification sends an enquiry to you. This separately activated assistant talks to customers on WhatsApp.
Related guides
Illustrative example
Illustrative example: a customer asks an accountancy firm whether it handles quarterly VAT returns for sole traders. The assistant can answer from the firm’s approved services. If no applicable price is in the knowledge base, it offers to pass the question to a colleague instead of inventing a monthly fee. It records the customer’s requested callback time without promising that the colleague has confirmed it.
Questions and answers
Can I keep using the WhatsApp Business app?
Yes, with the supported app connection, your phone app and the assistant use the same number. Conversations remain visible in the app and Klusio, and you can reply yourself.
How does the three-day trial work?
Activate the assistant in your account and choose the number. Cancel within the first three days to avoid the first €49 subscription payment on day four. The assistant is included from Groei Marktleider.
What is one conversation?
One customer on one day, irrespective of the number of messages. A later day counts as a new conversation.
What happens if I use the allowance?
New customers receive your fallback message and ongoing conversations are completed. You are notified once that month. The allowance resets next month, without an automatic overage charge.
Where does the knowledge come from?
Your website pages, articles, frequently asked questions, services, regions and account settings. You can control which sources are available to the assistant.
Is this the same as WhatsApp lead notifications?
No. Notifications pass website enquiries to you. The customer assistant conducts two-way WhatsApp conversations with customers.
What about privacy?
The assistant identifies itself as digital. Stored conversations are encrypted, and you manage retention. Include the service in your privacy notice; account guidance is available.
How quickly can it be available?
Number registration normally takes one to two working days. You can prepare settings and test conversations in the meantime.
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