Answers before agents
The first job wasn't the agent. It was writing down the answers and rules that only lived in old chats.
Pilot · since Oct 2026
WhatsApp & Instagram support agent · pilot
A WhatsApp support agent that hands off to a human.
Helper is my own trading and export brand in the UAE. It exports non-food general trading products from the UAE to regional markets. Since October 2026, an AI agent answers simple customer questions on WhatsApp and Instagram from an approved answer library. Anything that needs a decision comes to me.
The problem
Inquiries arrive on WhatsApp and Instagram through the day, and one person can't answer every simple question quickly.
The approach
An agent answers simple questions from approved information. Unconfirmed prices, discounts, complaints and any commitment always wait for me.
How a conversation flows
- A customer asks a question on WhatsApp or Instagram.
- If the answer is in the approved information, the agent answers it.
- If it involves an unconfirmed price, a discount, payment terms, a complaint or anything the agent can't answer from approved information, the agent says a person will follow up and hands the conversation over.
- Details the customer shared are recorded so the follow-up starts informed.
What I learned
Lessons so far
Rules need exact words
“No discounts” works better as the exact sentence the agent should send, plus a hand-off to me.
Too early for results
It has been running for days, not months. No response-time or sales results are claimed here.
Next
What happens next
Next: reviewing real conversations to grow the approved-answer library and tighten the escalation rules.
Let's talk
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30 minutes. Your workflows, what to automate first, and where a person must stay in charge.
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