> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bevits.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Customer Service

> Set up the Bevits AI to answer and sell automatically on your store's WhatsApp.

## 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.

### Prerequisites

* WhatsApp connected through the **Official API**. If you haven't connected it yet, follow the [Official WhatsApp](/en/send-methods/official-whatsapp) guide.

## How to set it up

<Steps>
  <Step title="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](https://app.bevits.com/settings/chat).

    If you see the **Official API exclusive feature** message, click **Configure WhatsApp** and finish the integration before continuing.
  </Step>

  <Step title="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:**

    ```
    Always be friendly and to the point. Our store is open Monday to Friday,
    9am to 6pm. Free shipping on orders over R$ 150. Exchanges accepted up to
    7 days after delivery.
    ```
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  Turning on the AI turns off the chat **Triage**. You can turn it back on later in the **Triage** tab.
</Note>

## 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.

## 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.

## 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!


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