NexlyFlowPopular:
Let the AI assistant answer common questions
4 steps · About 10 minutes
What you will finish with. An assistant that answers your most common WhatsApp questions from a knowledge base you control.
Who this is for. Anyone whose team retypes the same answers every day.
1
Write down what customers keep asking
Open Settings → AI agent & knowledge base and add an entry for each common question. Each entry has three parts: the question as a customer would ask it, the answer you want given, and a few keywords that would appear in a real message (for example
delivery, shipping, how long). Start with the ten questions your team answers most.2
Choose how much the assistant does
Three modes: Off does nothing. Suggest to my team drafts an answer and shows it above the reply box — your agent presses “Use this” or ignores it. Reply automatically sends the answer straight to the customer. Start on Suggest for a week and read what it produces before switching.
3
Set the tone
The “Tone and rules” box is passed to the assistant with every question. Keep it short and specific: how formal, what language, and anything it must never say (prices, delivery promises, stock).
4
Watch the gaps and keep adding
Go to Analytics → AI assistant. It shows how many questions were answered, which entries get used most, and — most usefully — the questions your knowledge base could not answer, in the customer’s own words. Add entries for those and the assistant handles them next time.
The assistant only uses your entries. If nothing in your knowledge base covers a question, it stays quiet and the conversation reaches a human as normal. It will not guess prices, stock or dates.
When it hands over to a person
- The customer asks for a human (“can I talk to someone”, “人工客服”) — recognised in English and Chinese.
- The assistant cannot answer twice in a row on the same conversation.
- Once handed over, the assistant stays silent on that conversation and your team sees an internal note explaining why.
Bulk editing
Use Export CSV to download everything, edit in a spreadsheet, and Import CSV to load it back. The file has three columns: question, answer, keywords.
Cost
Adding and editing entries is free. Each answer the assistant writes counts against your plan’s monthly AI allowance, shown in Usage & plan. If you run out, the assistant keeps working — it just sends the matching entry word-for-word instead of rephrasing it.