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What is AI customer service?

With AI customer service, Bevits automatically answers your store’s WhatsApp conversations. The AI answers questions, helps customers pick products and guides the sale following the instructions you define. When the AI isn’t sure about an answer, it hands the conversation over to your team with full context. You can also take over any conversation at any time from the Chat.

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Prerequisites

  • WhatsApp connected through the Official API. If you haven’t connected it yet, follow the Official WhatsApp guide.

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How to set it up

1

Open the AI settings

In the Bevits dashboard, go to Settings → Chat and open the AI tab. You can also go straight to app.bevits.com/settings/chat.If you see the Official API exclusive feature message, click Configure WhatsApp and finish the integration before continuing.
2

Write your custom instructions

In the Custom instructions field, tell the AI how to talk to your customers. Include:
  • Your brand’s tone of voice and personality
  • Opening hours
  • Payment methods
  • Shipping times and rules
  • Return and exchange policy
  • Other frequent questions about your store
The more complete the instructions, the better the answers.Example:
3

Set the handoff message (optional)

In Handoff message to a human agent, write the text the AI sends to the customer before passing the conversation to someone on your team. If you leave it blank, the AI uses a default message. The limit is 500 characters.
4

Turn on the AI and save

Turn on AI auto-replies and click Save settings. From then on, the AI starts answering your store’s WhatsApp conversations.
Turning on the AI turns off the chat Triage. You can turn it back on later in the Triage tab.

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Choosing which numbers the AI answers on

The Numbers with AI enabled section shows up right below the main switch when your store has more than one number on the Official API or when the AI is turned off for a number. There you can turn the AI on or off for each number. The AI auto-replies switch works as the main switch: it must be on for the AI to answer on any number. If you turn the main switch off, your per-number choices are kept for when you turn it back on.

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Learnings

The AI learns from conversations handled by your team. In the Learnings section, you’ll find what it extracted from those conversations, each with a Situation and the expected Response. Review the learnings from time to time: you can edit or delete any of them to keep the AI’s answers aligned with your store.

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Tips

  • Start with short instructions and add to them as new customer questions come up.
  • Follow the first conversations in the Chat to fine-tune tone and information.
  • When your team answers something the AI didn’t know, check that the learning was recorded correctly.
If you have any questions, contact support. We’re here to help!