Set Up WhatsApp AI Assistant

Enable an AI-powered ordering assistant on your WhatsApp Business number

10 minintermediate

Overview

The WhatsApp AI Assistant is an intelligent chatbot that connects to your WhatsApp Business number and helps customers place orders automatically. It understands natural language, shows your product catalog, and creates orders in your system — all without human intervention.

Prerequisites

- You must have **WhatsApp Business API** connected first (see [[Connect WhatsApp Business API]]) - Your workspace must be on **Professional** or **Enterprise** plan - You need **AI credits** to use the assistant

Accessing WhatsApp AI Settings

Navigate to **Settings → WhatsApp AI Assistant** from the sidebar. The page has two tabs: **WhatsApp** (connection) and **WhatsApp AI** (AI configuration).

Enabling the AI Assistant

In the WhatsApp AI tab:

aToggle Enable WhatsApp AI Assistant to ON
bSet a Greeting Message — this is the first message customers see when they start a conversation (e.g., 'Hello! Welcome to [Store Name]. I can help you place an order. What would you like to order today?')
cClick Save Settings

AI Credits System

The AI assistant uses credits for each interaction:

aTotal Available: Shows your current credit balance
bPlan Credits: Reset monthly (100 for Professional, 250 for Enterprise)
cPrepaid Credits: Buy additional credits that never expire
dBuy Credits: Click 'Buy 500 Credits — ₦10,000' to purchase via Paystack
eCredit Usage: Text = 1 credit, Voice 0-30s = 2 credits, 31-60s = 3 credits, 60s+ = 5 credits

Monitoring Conversations

Click **WhatsApp AI** in the sidebar to view:

aTotal Conversations: All-time AI conversations
bActive Today: Conversations with recent activity
cCredits Used: Current month credit consumption
dConversion Rate: Percentage of conversations resulting in orders
eClick any conversation to view the full message history

How Customers Use It

Customers send a message to your WhatsApp number, and the AI:

aResponds with your greeting message
bGuides them through browsing your catalog
cHelps them select products and quantities
dConfirms the order details
eCreates the order in your NovatraCloud system
fYou'll see the order appear in your Orders page

Frequently Asked Questions

Can customers speak to a human instead of AI?

If the AI cannot handle a request, it can escalate to a human agent. Configure escalation rules in WhatsApp AI settings.

What happens if I run out of credits?

The AI assistant will pause until more credits are available or your monthly plan credits reset.

Does the AI actually create orders?

Yes, the AI can create orders in your system after confirming details with the customer. You can review orders created via AI in the regular Orders page.