A WhatsApp chatbot that knows your business. For your customers, and for your team.
The WhatsApp assistant answers customers from your own knowledge base, says honestly that it's AI and brings in a colleague when needed. On a separate number, your team asks dot about a customer, a fault code or what's still open. You switch both on yourself.
Two bots,each with its own job.
The customer assistant answers on behalf of your business, only from knowledge you release for it. The internal bot is dot on WhatsApp for your own people, and only responds to known numbers.
Knowledge and limits
It knows what you give it, and nothing more.
You choose which knowledge the assistant may use: your website, FAQs, warranty terms. Without knowledge, it doesn't answer. You also set its name, tone and formality, and what it never does.
- By default no prices, no firm promises and no legal advice
- Your own instructions on top of the standard behaviour
- You choose which WhatsApp numbers it answers on
Thomas asked about the warranty. The answer came from the warranty terms: 5 years, from handover.
Handover
When in doubt, a colleague takes over.
If the assistant doesn't know, or it's about something you always want a person to handle, it gets the chat ready for a colleague and lets the customer know someone is coming. Nobody waits in silence.
- Always bring in a colleague: for example for complaints, cancellations and invoice questions
- Below your confidence threshold, it won't send a shaky answer
- The handover message can be edited, or switched off
Always bring in a colleague: invoice questions
Gerard Brouwer asked about his invoice. The assistant got the conversation ready for a colleague.
For your team
Your colleagues message dot.
On the internal number your team can ask anything: look up a customer by name or stipt ID, what's waiting for them, or something from the knowledge base. Send a photo and dot looks too. The bot only responds to colleagues' numbers.
- It completely ignores an unknown number
- If someone gets stuck, it connects them to the inbox
- Its memory starts fresh every night at 03:00
Daan asked about Thomas van Leeuwen. dot gave the status, the installation dates and the scaffolding question.
General knowledge
It says where the answer comes from.
If an answer comes from general knowledge rather than your knowledge base, the internal bot says so. With That's right or That's not right, your colleague gives feedback on the spot, and it lands in the log in Studio so you can fill gaps in your knowledge base.
- Prices, competitors, brand specs and legal advice never from general knowledge
- If it cites a source, it does so in words, like: according to the datasheet
- Typing feedback works too, just as a message
Daan tapped That's right. It's in the feedback log in Studio.
Rescheduling via WhatsApp.Only once the customer confirms.
The assistant can reschedule or cancel an appointment and take a callback request. You switch each action on separately, and it only carries one out when the customer taps Confirm in WhatsApp.
Only after the customer taps Confirm
Marieke Smeets' survey moved to Thu 15 Oct, via WhatsApp10:06
Email with the new time sent to Marieke10:06
Honest that it's AI
In its first real answer, the assistant says once that the customer is chatting with AI, as the AI Act requires.
Only slots that are really free
Rescheduling runs through your normal planning, so the assistant only offers a time that actually works.
Your emails still go out
A rescheduled or cancelled appointment counts as a colleague's action: your emails and appointment rules run as usual.
A callback becomes a task
A callback request becomes a task on the customer card, so a colleague calls back.
Nothing gets lost
Without the tasks module or a customer record, the request becomes a note on the conversation and stipt marks the chat for a colleague.
Via WhatsApp on the timeline
Every action carried out adds a line to the customer record's timeline, so everyone sees how it went.
Every action starts switched off
Rescheduling, cancelling and callbacks are off by default. You choose per action what the assistant may do.
On your own number
The assistant answers on the WhatsApp numbers you choose, connected through Meta under Settings.
Everything the bots can do.Set up, test and keep an eye on it.
You set opening hours and extra numbers per bot, and try it out first in the test chat. Then you see what it resolves and what it's doing right now.
Business hours
Outside office hours the assistant carries on, answers honestly about when a colleague will reply, or only sends an away message.
In the customer's language
You don't set a language: the assistant replies in the language the customer writes in.
Performance per month
For the customer assistant you see, over the last 30 days, how many conversations it resolved, how often a person took over and how confident it was on average.
Test first
In the test chat you talk to the bot the way a customer or colleague would. It never touches a real WhatsApp.
Extra numbers for knowledge questions
Besides your colleagues, extra numbers can ask the internal bot knowledge questions, without customer data or tasks. Add them one by one or import them from Excel.
See what the bot is doing
In an inbox view you filter on Handled by dot: the WhatsApp conversations the bot is answering right now.
Also in AI.What else dot does for you.
Frequently asked questionsAbout the WhatsApp assistant.
What's the difference between the assistant and the internal bot?
The WhatsApp assistant talks to customers and only answers from knowledge you release for customers. The internal bot is dot on WhatsApp for your own colleagues: looking up customers, asking what's waiting, something from the knowledge base. They're two separate tools with their own settings.
Does the customer know they're chatting with AI?
Yes. In its first real answer in a conversation, the assistant says once that the customer is chatting with an AI assistant, as the AI Act requires. Handover and away messages don't count.
What if the assistant doesn't know the answer?
Then it gets the chat ready for a colleague and sends a short handover message. Below the confidence threshold you choose, it hands the conversation over instead of sending a shaky answer.
Can the assistant book appointments?
It can reschedule or cancel an existing appointment and take a callback request, each only if you switch that action on and only after the customer confirms. It doesn't book new appointments; for that you send a booking link.
What do I need?
A WhatsApp Business number connected through Meta under Settings, WhatsApp, and for the assistant, knowledge in your knowledge base. Then an admin switches the bot on in Studio under Tools. Both bots are off by default.
What does it cost?
Replies from the bots cost credits from your company's pool, like the rest of dot. In Studio you see usage per tool; extra numbers on the internal bot show up as their own line.
From the knowledge base
See the assistant answer real questions.
In a demo we show how the WhatsApp assistant and the internal bot work. Then you decide what they may do.