How to Train Your AI Assistant in TeleWhats (AI Training Guide)

Your TeleWhats AI assistant answers customers for you, day and night, in their own language. It answers from what you teach it, so a few minutes of training make a big difference. This guide explains each tab of AI Training.

Before you start

• Connect at least one channel first, for example your Facebook Page, WhatsApp or the website chat widget.
• Have your basic information ready: what you sell, prices, opening hours, delivery or service area, and your website link.

Get started

1. Open AI Training from the left menu and click Get started.
2. Choose the kind of work your assistant does, for example sales and new customers, or customer support. This sets sensible starting answers you can change later.
3. At the top you will see whether the assistant is Accepting chats and whether General mode is on.

Profile

• Name: the name your assistant uses to introduce itself.
• Accepting chats: switch it off to pause the assistant everywhere.
• Language: reply in the customer’s language, or always reply in a language you choose.
• Tone of voice and reply length: friendly or formal, short or detailed.

Playbook

The playbook is your assistant’s briefing. Write it the way you would brief a new team member:

• About the business: what you do and who you help.
• How to handle conversations: for example “answer briefly, then share our website link”.
• Key facts, hours and links: prices, opening hours, delivery times, important links. Write them exactly as customers should see them.
• When to hand off to a person: for example refunds, complaints or special orders.
• Things it must never say or promise, such as discounts you do not offer.

Knowledge

• Add FAQ: add the questions customers ask most, with your best answer. This is the fastest way to improve answers.
• Upload files: add price lists, menus or product sheets.
• Scan website: paste your website or blog link and TeleWhats reads the pages for you. Scan again after you add new pages.

If a customer asks something your knowledge does not cover, the assistant does not guess. It tells the customer a team member will help. Add an FAQ for that question and next time it can answer.

Skills

• Welcome message: a short greeting for new chats.
• Ask follow-up questions: lets the assistant ask one clear question when a request is unclear.
• Hand off to a human agent: the message customers see when a person takes over.
• Recommend products or services and Booking: turn these on if they fit your business.

Roles: different answers for different places

Use Add a role when one assistant is not enough. For example, a “Shop” role can answer on your store’s Facebook Page while a “Support” role answers on your website chat widget. Each role has its own profile, playbook and knowledge, and you choose which Page, account or chat widget it answers on.

Test, then deploy

1. Open Test and ask the questions your customers really ask. Fix the playbook or add FAQs until the answers are right.
2. Open Deploy and choose the channels where the assistant may answer, such as Facebook, Instagram, WhatsApp, Telegram or web chat.
3. Turn on General mode so the assistant answers messages when no automation flow is running.
4. Set Replies per chat per day if you want a limit.

Analyze and improve

Check Analyze every week. Look at the questions that went to your team and add answers for the common ones. Small updates every week keep your assistant sharp.

Next steps

• Add the chat widget to your website
• Let AI answer with a human in the loop