WhatsApp AI Knowledge & Chat Monitoring - Online Business Management System

Where the WhatsApp AI gets its knowledge & context

Only two sources: what you fill in under Settings, and what the AI fetches from the system itself.

The WhatsApp AI (Sales Assistant) knows nothing about your business on its own. It answers from two things:

1. Fixed context

Text that you fill in under Works25 Settings. It is sent to the AI with every message.

2. Data it fetches itself

The AI calls tools against the Works25 database when a customer asks something.

A1. What YOU fill in (fixed context)

Source	What the AI learns	Where you update it
AI Context — 4 sections	General rules, tone, privacy, customer service policy, business information, marketing context	Settings → AI Tuning (/admin/setting/aituning.php)
Mini-site pages	FAQ, shipping / returns policy, About Us, terms	Settings → Webpages
Quick Reply templates	Ready-made text + the Purpose field (tells the AI when that template should be used)	Chat Monitoring → Quick Reply
Catalog / Pricelist	Item names, categories, prices, descriptions, main images	Pricelist (catalog)
Decision Flow (public only)	Guided questionnaires / choice paths to help customers choose	/admin/flow/

The four AI Context sections the WhatsApp AI reads

Section	Meaning
General	The AI's overall purpose, approved use cases, privacy boundaries, escalation triggers, response tone
Business Info	Type of business, location, target market, level of professionalism / brand standard
Customer Service	Tone, empathy, refund / compensation boundaries, when the AI must hand over to a human
Marketing	Target audience, brand voice, prohibited claims, discount limits, what the AI may write without approval

Keep in mind

All four sections above are sent to the WhatsApp AI with every message. If you leave them empty, the AI answers generically and does not know your policies.

AI Tuning also has 6 other sections — Accounting, Website Design, Order Management, Inventory, Operations and Analytics. Those are for the admin AI Copilot inside the system, not for the WhatsApp AI.

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A2. What the AI FETCHES ITSELF (tools / live lookups)

When a customer asks something, the AI calls the following tools. It does not memorise answers — it reads them from the system at that moment.

Tool	Data source	When it is used
get_branch_business_info	Company / branch profile: company name, registration no., address, email, phone, website, business hours, closed days	Asking about opening hours, address, phone, company details
search_catalog	Catalog / prices	Asking about prices, products, categories, item search
list_pages → get_page_content	Your mini-site pages	Policies, FAQ, shipping / returns, About Us
list_flows → get_flow_detail	Decision Flow (public only)	A customer wants a recommendation / a guided questionnaire
search_works25_helpguide	The official Works25 Help Guide	"How do I use / set up..." — questions about system features
search_chat_history	Human staff answers in past chats (WhatsApp + Web Chat)	Policy / terms questions staff have answered before
check_customer_status	That customer's orders & quotations	Order status, order list, balance
get_order_detail	One order / quotation: items, status, total, balance	Details of a specific order
get_order_images	Proofing / progress images / order attachments	The customer asks for order photos
get_customer_profile	Customer profile: name, email, address, points balance, vouchers, membership number & validity	Questions about their own account
update_customer_profile	Update the customer's name / email / address	The customer asks to change their details
get_customer_debt	Total outstanding debt & the breakdown of unpaid bills	Asking about balance / debt
request_customer_phone_number	Sends the official WhatsApp verification button	The customer is not yet verified

Besides tools, the AI also reads

The last 20 messages in that chat — conversation history for context.
Attachments sent by the customer or staff: images, audio / voice notes, video, documents or PDFs. The AI can see images, hear audio, watch video and read documents.
Decision Flow context — if the customer replies to a template linked to a flow, the AI receives that flow's details (including its link) and will guide the next step.

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A3. Data access limits (important to understand)

Customer tools can only access the current customer's profile. The AI cannot open another customer's account.
The AI does not accept a phone number typed into the chat. For security it asks the customer to tap the official WhatsApp verification button. This stops someone impersonating another person by typing their number.
Chat history search looks only at staff answers by default, and the AI is instructed to use them for policies, terms and general rules only — not for another customer's personal account details.
The AI is forbidden from inventing facts: names, bill numbers, prices, dates, phone numbers or statuses. If there is no data it says "No matching record was found in the database."

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A4. Staff mode: AI Admin Assistant

If the sender is a verified staff member (a phone number registered as staff), the AI switches to AI Admin Assistant and gains access to admin tools — orders, customers, payments, reports and more — according to that staff member's permissions (permission / userlevel).

Staff can also ask the AI to save a receipt image straight to AI Scan from WhatsApp. This mode does not apply to ordinary customers.

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A5. When the AI will reply

The AI replies only when all of these are true:

An AI model is selected — AI Tuning → the Sales section (used by WhatsApp & customer chat). If it is disabled or empty, there is no AI reply at all.
Enough AI points — at least 200 points on the branch account.
WhatsApp integration (WABA) is registered and already claimed for that branch.
The chat is not held by a human — status is not Human Active and there is no Human Lock.
It passes the "Jev" check — if the AI has just answered the same question and that answer still suffices (for example the customer only replies "thanks"), the AI deliberately does not answer again, to avoid duplicate replies.

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A6. Correcting an AI answer ("Correct")

Every AI message has a Correct button (pencil icon) with two options:

Option	Effect
Save & Reply	The correction is saved, sent to the customer, and the chat immediately becomes Human Active (staff take over)
Learn Only	The correction is recorded without sending anything to the customer

An honest note about its reach

The correction is recorded in the admin AI Copilot's training system, not in the WhatsApp AI's path. So do not expect one correction to change how the WhatsApp AI answers tomorrow.

The most effective ways to improve the WhatsApp AI

Update AI Context — General, Business Info, Customer Service, Marketing.
Write policies on Pages so the AI can read them.
Fix Quick Reply and fill the Purpose field accurately.
Use Save & Reply — the corrected message is stored as a staff answer and will resurface to the AI as an example in future.

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How to use the Chat Monitoring page

Watch conversations, filter chats, and take over from the AI when needed.

B1. Opening the page

Dashboard → Chat Monitor, or
straight to /admin/chat_monitoring/ — if your branch has WhatsApp (WABA) it redirects itself to the WABA page, or
/admin/chat_monitoring/waba.php

Button	Purpose
WABA	The WhatsApp chat page (the main channel)
Web Chat	Chats from the Sales Assistant on your site / mini-site
WABA Media	Gallery of the media received over WhatsApp
Template Manager	Manage official WhatsApp templates (Meta approval required)
Quick Reply	Short templates for the AI & staff

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B2. Layout

Left — chat list

The chat list (inbox) with a live chats count in the corner.

Right — transcript

The full transcript of the chat you select, with its action buttons.

Auto-refresh

On by default. Turn it off if you want to read undisturbed.

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B3. Filters & statuses

Click Apply Filter to open the filter panel.

Filter	Options
Status	All Active & Closed · All Active · AI Active · Human Active · Unreplied · Closed · Archived · All (Inc. Archived)
24h Service Window	Only chats where the customer sent a message in the last 24 hours
From / To	Filter by date
Search	Chat id, customer name, or message content
Page size	20 / 50 / 100 chats per page
Data Source (⋮ menu)	Local Cache (fast) or Online Server (most current), plus a Re-Sync Cache button

Clear resets all filters.

Important — the 24-hour service window

Outside the 24 hours since the customer's last message, WhatsApp does not allow ordinary text messages out. You must use Send Template (a template approved by Meta).

What the statuses mean

Status	Meaning
AI Active	The AI is answering this chat
Human Active	Staff are handling this chat (including when staff reply from the WhatsApp Business app)
Unreplied	The customer has sent a message and there is no reply yet
Closed	The chat is closed — the AI stops replying
Archived	The chat is filed to the archive

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B4. Chat action buttons

Button	When to use it
Claim	Take the chat from the AI or another staff member — status becomes Human Active
Release	Hand the chat back to the AI. This also removes the Human Lock
Keep Human / Unlock	Lock the chat to a human permanently — the AI will not take it back even if staff go quiet. Press Unlock to reopen it
Close / Re-open	Close the chat (the AI stops) / reopen it
Request Phone	Send the number-verification button to the customer
Send Template	Send an approved template (required beyond 24 hours)
Archive / Unarchive / Delete	File to archive · take out of archive · delete the chat (after archiving)

Who answers

The AI answers automatically to every incoming message (AI Active).
As soon as staff reply — either on this page or straight from the WhatsApp Business app — the chat becomes Human Active and the AI stops.
If staff go quiet for about 3 minutes, the AI takes the chat back.
Keep Human blocks step (3). Only Release returns the chat to the AI.

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B5. Replying as a human

Type in the box at the bottom of the transcript. Enter = send; Ctrl+Enter or Shift+Enter = new line.

Icon	Function
Attachment	Attach a file (image, document and so on)
Items	Search for and attach a catalog item
Template	Use a quick reply template
AI Draft	Let the AI suggest a draft reply for you to edit before sending
Send Location	Send a location (latitude / longitude, or a branch location)
Send Contact	Send a contact card
Send	Send the message

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B6. Instruct AI

The Instruct AI button (shown on an AI Active chat) lets you give the AI an instruction without sending that instruction to the customer as an ordinary message. It reaches the AI as staff direction, and the AI answers the customer based on it.

Example

"Ask them to send the old receipt for verification." · "Mention there is a 10% discount today only."

Requirements

The chat must not be Closed and must still be within 24 hours.

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B7. Correcting an AI message

Every AI message has a Correct button (pencil icon):

Save & Reply — send the corrected version straight to the customer (the chat becomes Human Active).
Learn Only — record the correction only, without sending anything to the customer.

A corrected message is marked Corrected.

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B8. Multi-Tag

The Multi-Tag button lets you tag several chats at once — including automatic tagging with AI help. Useful for campaigns and for tidying up chats.

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B9. Template Manager & Quick Reply

Template Manager

Create and manage official WhatsApp templates: text, media, location, URL / quick reply / list menu buttons. These require Meta approval and must be used for outgoing messages beyond 24 hours.

Quick Reply

Short in-system templates (per branch) for the AI and staff within the 24-hour window. Fill the Purpose field accurately — that is what tells the AI when the template should be used.

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B10. WABA Media

The gallery of all media received over WhatsApp. Here you can:

view and filter media (per chat, per customer, or by date),
download media, and
remove media you no longer need.

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Best practice & common problems

A short checklist for getting the best out of the WhatsApp AI.

C1. Best practice

Fill in AI Context first — without it the AI answers generically.
Write policies on Pages, not just in staff members' heads — the AI reads them itself.
Fill the "Purpose" field on every Quick Reply — that is the key to the AI picking the right template.
Check the Unreplied status daily — it usually means the AI could not answer, or staff have not replied yet.
Use Keep Human for sensitive chats — debt collection, complaints, or special price discussions.
Correct, don't ignore — use Correct → Save & Reply; it records the right example for staff and the system.
Watch the 24 hours — after 24 hours with no customer message, use Send Template.

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C2. Common problems

Symptom	What to check
The AI is not replying	Is the chat status Human Active or Human Locked? Is an AI model selected (the Sales section)? Are AI points ≥ 200? Is the WhatsApp integration claimed?
Staff messages are not getting through	The 24 hours have expired → use Send Template
The chat list is out of date	Re-Sync Cache, or switch Data Source to Online Server
The AI answers wrongly or too generically	Tighten the AI Context, add Pages, and use Correct
The customer says they got no reply, though the chat looks answered	The AI may have deliberately stayed silent (the Jev check — the previous answer still sufficed), or Meta did not deliver the message (common for the first message to a newly registered number)

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