WhatsApp

Important: The WhatsApp integration allows you to connect one or multiple WhatsApp accounts to ZappWay, enabling your AI Employees to automatically respond to incoming messages. Each WhatsApp connection is called a “Session” and can be managed independently.

​

🔢 Table of Contents

1. Overview
2. Prerequisites
3. Getting Started
4. Available Features
5. Common Use Cases
6. Advanced Configuration
7. Troubleshooting
8. Best Practices

​

1. Overview

​

What is WhatsApp Integration?

​

Key Features

• Multiple Sessions: Connect unlimited WhatsApp numbers (based on your plan)
• QR Code Pairing: Quick and secure connection via QR Code scanning
• AI Employee Assignment: Assign specific AI Employees to each session
• Knowledge Base Integration: Connect datastores and datasources for enhanced responses
• Real-time Status Monitoring: Track connection health and session activity
• Flexible Management: Create, connect, disconnect, and delete sessions as needed

​

What is a Session?

• Has a unique identifier
• Connects to one WhatsApp number
• Has its own AI Employee assignment
• Can be independently managed (connected/disconnected/deleted)
• Maintains its own knowledge base configuration

​

How It Works

Create Session → Generate QR Code → Scan with Phone → Connected → Configure AI → Auto-respond to Messages

​

2. Prerequisites

​

Before You Begin

• Active ZappWay account with premium subscription
• WhatsApp installed on your mobile device
• Stable internet connection on both mobile and computer
• At least one AI Employee created in your organization

• Prepared knowledge base (datastores/datasources) for your AI
• Clear use case and workflow planned
• Test WhatsApp number for initial setup

​

Checking Your Subscription

1. Log in to ZappWay dashboard
2. Navigate to Settings → Billing
3. Check your current plan tier
4. Note your session limit (e.g., 3/10 sessions used)

​

3. Getting Started

​

Quick Setup (5 Minutes)

​

Step 1: Access WhatsApp Integration

1. Log in to your ZappWay dashboard
2. Navigate to Integrations → WhatsApp
3. Or go directly to /integrations/whatsapp

​

Step 2: Create New Session

1. Click the “New Session” button
2. Fill in the session details:
   • Session Name (required): Descriptive name (e.g., “Support Team”, “Sales Dept”)
   • Device Name (optional, default: “ZappWay”): How it appears in WhatsApp
3. Click “Create Session”
4. A QR Code modal opens automatically

• Use clear, descriptive names: “Customer Support - EN” ✓
• Include department or purpose: “Sales - Main Office” ✓
• Avoid generic names: “Session 1”, “Test” ✗

​

Step 3: Scan QR Code

1. A QR Code appears on your screen
2. Open WhatsApp on your mobile phone
3. Go to Menu (⋮) → Linked Devices (or Settings → Linked Devices)
4. Tap “Link a Device”
5. Point your camera at the QR Code on screen
6. Wait for the “Connected!” confirmation

• QR Code expires in 60 seconds
• Have WhatsApp open before generating the code
• Ensure good screen lighting for scanning
• Click “Generate New QR Code” if expired

​

Step 4: Configure AI Employee

1. Select AI Employee:
   • Choose from existing AI Employees in your organization
   • Or click ”+ Create New AI Employee” to create one now
2. Add Knowledge (Optional):
   • Click the knowledge selector (folder icon)
   • Search and select relevant datastores or datasources
   • Multiple items can be selected
3. Save Configuration:
   • Click the “Select” button
   • Configuration saves immediately
   • AI Employee is now active for this session

​

Step 5: Start Receiving Messages

• Messages sent to your WhatsApp are automatically received
• Your AI Employee processes each message
• Responses are generated using connected knowledge bases
• Replies are sent back automatically

1. Send a test message from another WhatsApp account
2. Wait 5-10 seconds for the AI response
3. Verify the response is appropriate
4. Adjust AI configuration if needed

​

4. Available Features

​

Feature 1: Session Management

• Add new WhatsApp connections
• Set custom names and device identifiers
• Generate QR codes for instant pairing

• See all sessions at a glance
• Check connection status (Connected/Disconnected)
• Monitor last activity timestamps

• Update AI Employee assignments
• Modify knowledge base connections
• Reconnect disconnected sessions
• Delete unused sessions

• Session Name: Your custom identifier
• Status Badge: Connection state (green/yellow/blue/red)
• Device Name: Device identification in WhatsApp
• Last Update: Most recent activity timestamp
• Action Buttons: Available actions based on status
• Profile Settings: AI Employee and knowledge configuration

​

Feature 2: QR Code Pairing

1. Automatic Generation:
   • QR Code generated when you create a session
   • Or when you click “Connect” on a disconnected session
2. 60-Second Validity:
   • Each QR Code is valid for 60 seconds
   • Countdown timer shows remaining time
   • Security measure to prevent unauthorized access
3. Real-time Status Updates:
   • “Pending” → Waiting for scan
   • “Pairing” → Scan detected, connecting
   • “Connected” → Successfully paired
   • “Expired” → Code timeout, regenerate needed
4. Easy Regeneration:
   • Click “Generate New QR Code” anytime
   • Fresh code appears immediately
   • Previous code is invalidated

• Visual Instructions: Step-by-step guidance
• Countdown Timer: Shows time remaining
• Status Indicator: Real-time connection state
• Regenerate Button: Create new code if needed
• Auto-configuration: Opens AI setup on success

​

Feature 3: AI Employee Assignment

• Process incoming messages
• Generate appropriate responses
• Access knowledge bases
• Maintain conversation context
• Apply business logic and rules

• Choose from your organization’s AI Employees
• Instantly active after selection
• Can be changed anytime

• Don’t leave the WhatsApp flow
• Fill comprehensive creation form
• Automatically assigned after creation

• AI Employee Dropdown: Search and select
• Knowledge Selector: Add datastores/datasources
• Select Button: Save configuration

• Name: Display name (e.g., “Customer Support Bot”)
• Description: Brief purpose description
• Instructions: Detailed behavior guidelines
• Avatar: Optional image/icon

• Enable/disable available tools
• Select integrations (Forms, HTTP, Datastore Search)
• Configure tool-specific settings

• Model Selection: Choose AI model (GPT-4, Claude, etc.)
• Temperature: Control creativity (0-1)
• System Prompt: Advanced customization
• Max Tokens: Response length limit

Name: WhatsApp Support Bot

Instructions:
You are a friendly customer support assistant on WhatsApp.

Response Guidelines:
- Keep messages concise (2-3 sentences max)
- Use emojis appropriately 😊
- Be conversational and warm
- Respond in the user's language
- Break long answers into multiple messages

WhatsApp Etiquette:
- Don't send walls of text
- Use bullet points for lists
- Respond quickly
- Be patient with typos
- Ask clarifying questions when needed

Knowledge Usage:
- Search knowledge base before responding
- Cite sources when providing information
- Admit when you don't know something

​

Feature 4: Knowledge Base Integration

• Collections of multiple documents
• Organized by topic or category
• Examples: Help docs, FAQ database, product manuals

• Individual documents or data sources
• More focused and specific
• Examples: Single PDF, text file, webpage

• Accuracy: Responses based on actual documentation
• Consistency: All agents give the same information
• Currency: Update knowledge to reflect changes
• Expertise: AI becomes domain expert
• Reduced Errors: Less hallucination and mistakes

1. Click “Manage” on a connected session
2. In the modal, find the Knowledge selector (folder icon)
3. Click to open the knowledge picker
4. Search for datastores or datasources by name
5. Select one or multiple items
6. Selected items appear as chips
7. Click “Select” to save

• Multi-select: Choose multiple items
• Search functionality: Type to filter
• Grouped by type: Datastores and datasources separated
• Visual feedback: Selected items shown as colored chips
• Remove option: Click X on chip to remove

Profile Settings
─────────────────────────────
Session Name: Support Team
AI Employee: Customer Support Bot
Agent ID: cla1b2c3d4e5f6g7h8
Datastores: Help Docs, FAQ, Policies
Datasources: Product Manual v2.0

1. Click “Manage” on the session
2. Configuration modal opens with current selections
3. Click knowledge selector to modify
4. Add or remove items
5. Click “Select” to save
6. AI immediately uses updated knowledge

​

Feature 5: Session Status Monitoring

• Shows when session was last active
• Format: MM/DD/YYYY, HH:MM AM/PM
• Updates on any activity:
  • Message received
  • Configuration changed
  • Connection status changed

• Sessions remain connected indefinitely
• No automatic timeout
• Survives platform restarts
• Only disconnects if:
  • Manually disconnected by you
  • Device removed in WhatsApp app
  • Phone offline for extended period

• Creating a new session
• Connecting or disconnecting
• Changing AI configuration
• Scanning QR Code
• Deleting a session

• Click “Update” button (top-right of page)
• Refreshes all session statuses
• Useful to verify connection health
• Recommended if status seems incorrect

​

5. Common Use Cases

​

Use Case 1: Customer Support Automation

1. Create Session:
   • Name: “Customer Support - 24/7”
   • Device: “Company Support”
2. Configure AI Employee:
   Copy

   Name: Support Bot
   
   Instructions:
   You are a helpful customer support representative.
   
   Guidelines:
   - Greet customers warmly
   - Answer product questions using the knowledge base
   - Troubleshoot common issues
   - Escalate complex problems to human agents
   - Provide order status updates
   - Handle refund/return inquiries
   
   Tone: Friendly, patient, professional
   Response Length: 2-3 sentences
   
3. Add Knowledge:
   • Datastore: “Help Documentation”
   • Datastore: “FAQ Database”
   • Datastore: “Troubleshooting Guides”
   • Datasource: “Product Manual”
   • Datasource: “Return Policy”

• Instant responses to customer inquiries
• 24/7 availability
• Consistent, accurate information
• Reduced support team workload
• Better customer satisfaction

​

Use Case 2: Lead Qualification

1. Create Session:
   • Name: “Sales - Lead Qualification”
   • Device: “Sales Team”
2. Configure AI Employee:
   Copy

   Name: Lead Qualifier
   
   Instructions:
   You help qualify sales leads on WhatsApp.
   
   Process:
   1. Greet prospect warmly
   2. Ask about their business needs
   3. Inquire about budget and timeline
   4. Determine decision-making authority
   5. Score lead: Hot (9-10), Warm (6-8), Cold (1-5)
   6. Schedule demo for qualified leads
   
   Qualification Criteria:
   - Budget: $5,000+ monthly
   - Timeline: Within 3 months
   - Authority: Decision maker or influencer
   - Need: Clear pain point we can solve
   
   Tone: Professional, consultative, enthusiastic
   
3. Add Knowledge:
   • Datastore: “Product Catalog”
   • Datastore: “Pricing Information”
   • Datastore: “Case Studies”
   • Datasource: “Sales Scripts”

• Fast lead response time
• Consistent qualification process
• Better lead prioritization
• More efficient sales team
• Higher conversion rates

​

Use Case 3: Appointment Scheduling

1. Create Session:
   • Name: “Appointments - Booking”
   • Device: “Booking Assistant”
2. Configure AI Employee:
   Copy

   Name: Booking Assistant
   
   Instructions:
   You help customers schedule appointments on WhatsApp.
   
   Booking Process:
   1. Ask for preferred service type
   2. Check availability in calendar
   3. Offer 3 available time slots
   4. Confirm customer's choice
   5. Collect contact information
   6. Send confirmation with details
   7. Offer to add to customer's calendar
   
   Services Available:
   - Consultation (30 min)
   - Standard Appointment (1 hour)
   - Extended Session (2 hours)
   
   Business Hours: Mon-Fri, 9 AM - 6 PM
   
   Tone: Helpful, efficient, friendly
   
3. Add Knowledge:
   • Datastore: “Services Catalog”
   • Datastore: “Practitioner Bios”
   • Datasource: “Booking Policies”
   • Datasource: “Cancellation Policy”

• Connect calendar tool (Google Calendar, Calendly)
• Enable calendar checking in AI tools

• 24/7 booking availability
• Reduced no-shows (immediate confirmation)
• Less administrative work
• Better customer convenience
• Improved schedule efficiency

​

Use Case 4: Order Status Updates

1. Create Session:
   • Name: “Order Updates”
   • Device: “Order Tracking”
2. Configure AI Employee:
   Copy

   Name: Order Tracker
   
   Instructions:
   You help customers track their orders on WhatsApp.
   
   Process:
   1. Ask for order number
   2. Look up order in system
   3. Provide current status
   4. Give estimated delivery date
   5. Offer to send tracking link
   6. Handle issues (delays, problems)
   
   Status Types:
   - Processing: Order received, being prepared
   - Shipped: On the way to customer
   - Out for Delivery: Arriving today
   - Delivered: Successfully delivered
   - Issue: Problem requiring attention
   
   Tone: Clear, reassuring, helpful
   
3. Add Knowledge:
   • Datastore: “Shipping Information”
   • Datastore: “Order FAQ”
   • Datasource: “Delivery Policies”

• Connect to order management system
• Enable order lookup tool
• Link to shipping carrier APIs

• Reduced “where is my order” inquiries
• Real-time status information
• Better customer experience
• Lower support volume
• Proactive issue resolution

​

Use Case 5: HR Assistant

1. Create Session:
   • Name: “HR Assistant - Internal”
   • Device: “HR Bot”
2. Configure AI Employee:
   Copy

   Name: HR Assistant
   
   Instructions:
   You help employees with HR-related questions on WhatsApp.
   
   Topics Covered:
   - Company policies
   - Benefits information
   - PTO and leave policies
   - Payroll questions
   - Internal procedures
   - Contact information
   
   Important:
   - Only share information from official documents
   - Direct sensitive issues to HR team
   - Be professional but friendly
   - Protect employee privacy
   
   Tone: Professional, helpful, empathetic
   
3. Add Knowledge:
   • Datastore: “Employee Handbook”
   • Datastore: “Benefits Documentation”
   • Datastore: “Company Policies”
   • Datasource: “PTO Policy 2025”
   • Datasource: “Remote Work Guidelines”

• Verify employee identity before sharing sensitive info
• Consider separate session for different regions/departments

• 24/7 access to HR information
• Reduced HR team workload
• Consistent policy communication
• Faster employee responses
• Better internal communication

​

6. Advanced Configuration

​

Multi-Language Support

Session 1: "Support - English"
├─ AI Employee: "Support Bot - EN"
├─ Instructions: Respond in English
└─ Knowledge: English documentation

Session 2: "Suporte - Português"
├─ AI Employee: "Bot de Suporte - PT"
├─ Instructions: Responda em português
└─ Knowledge: Documentação em português

Session 3: "Soporte - Español"
├─ AI Employee: "Bot de Soporte - ES"
├─ Instructions: Responde en español
└─ Knowledge: Documentación en español

• Better language accuracy
• Culturally appropriate responses
• Specialized knowledge per language
• Easier maintenance and updates

​

Business Hours vs. After Hours

Session 1: "Support - Business Hours"
├─ AI Employee: "Full Support Bot"
├─ Instructions:
│  - Answer all questions
│  - Escalate to human agents when needed
│  - Full access to all tools
└─ Knowledge: Complete knowledge base

Session 2: "Support - After Hours"
├─ AI Employee: "Night Support Bot"
├─ Instructions:
│  - Answer common questions
│  - Take messages for urgent issues
│  - Set expectations for response time
│  - Provide emergency contact if critical
└─ Knowledge: FAQ and emergency procedures only

• Manual: Change session at end of business day
• Automated: Use external scheduler to rotate

​

Department-Specific Sessions

├─ "Sales - Main"
│  ├─ Lead qualification
│  ├─ Product information
│  └─ Demo scheduling
│
├─ "Support - Technical"
│  ├─ Troubleshooting
│  ├─ Bug reporting
│  └─ Feature requests
│
├─ "Support - Billing"
│  ├─ Invoice questions
│  ├─ Payment issues
│  └─ Subscription management
│
└─ "HR - Internal"
   ├─ Benefits questions
   ├─ Policy information
   └─ Time-off requests

• Use different WhatsApp numbers per department
• Or have main bot route to appropriate number
• Train staff on which number to share

​

Knowledge Base Organization

Datastores:
✓ Help Documentation (general guides)
✓ FAQ Database (common questions)
✓ Troubleshooting Guides (problem-solving)
✓ Product Manuals (technical specs)

Datasources:
✓ Quick Start Guide (getting started)
✓ Video Tutorial Links (visual learning)
✓ Latest Release Notes (new features)

Datastores:
✓ Product Catalog (all products)
✓ Pricing Information (current prices)
✓ Case Studies (success stories)
✓ Competitive Analysis (vs competitors)

Datasources:
✓ Sales Scripts (conversation templates)
✓ Objection Handlers (common objections)
✓ ROI Calculator Guide (value demonstration)

• Keep content current and updated
• Use clear, simple language
• Organize by topic
• Include examples
• Test AI responses after updates

• Mix unrelated topics
• Leave outdated information
• Use overly technical jargon
• Duplicate content across sources
• Overload with too many sources

​

Advanced AI Instructions

Name: [AI Employee Name]

ROLE:
You are [role description]

PRIMARY GOALS:
1. [Goal 1]
2. [Goal 2]
3. [Goal 3]

CONVERSATION FLOW:
1. [Step 1]
2. [Step 2]
3. [Step 3]

RESPONSE GUIDELINES:
- Length: [guideline]
- Tone: [guideline]
- Format: [guideline]
- Language: [guideline]

KNOWLEDGE USAGE:
- When to search: [criteria]
- How to cite: [format]
- What to do if no answer: [action]

ESCALATION RULES:
- Escalate if: [condition 1]
- Escalate if: [condition 2]
- How to escalate: [process]

SPECIAL HANDLING:
- Emergencies: [action]
- Complaints: [action]
- Sensitive topics: [action]

DO:
✓ [Desired behavior 1]
✓ [Desired behavior 2]
✓ [Desired behavior 3]

DON'T:
✗ [Behavior to avoid 1]
✗ [Behavior to avoid 2]
✗ [Behavior to avoid 3]

EXAMPLES:

Example 1:
User: [example input]
AI: [example response]

Example 2:
User: [example input]
AI: [example response]

​

7. Troubleshooting

​

Issue 1: QR Code Problems

• Loading spinner shows indefinitely
• “Generating QR Code…” message persists
• Modal opens but QR Code never appears

1. Wait patiently (10-15 seconds)
   • Initial generation can take time
   • Server needs to create secure code
2. Click “Generate New QR Code”
   • Forces new code generation
   • Often resolves stuck states
3. Refresh browser page
   • Close modal completely
   • Refresh page (F5 or Ctrl+R)
   • Try creating session again
4. Check internet connection
   • Verify stable connection on computer
   • Test with other websites
   • Try different network if possible
5. Clear browser cache
   • Clear cache and cookies
   • Try incognito/private mode
   • Use different browser
6. Disable browser extensions
   • Temporarily disable ad blockers
   • Disable VPN if active
   • Try without security extensions

• “Expired” message appears
• Countdown reached zero
• Code won’t scan

1. Click “Generate New QR Code” button
2. Have WhatsApp app open and ready before generating
3. Navigate to Linked Devices screen first
4. Then generate code and scan immediately

• Open WhatsApp first
• Go to Linked Devices screen
• Have camera ready
• Then generate QR Code

• Camera doesn’t recognize code
• Scanning but not connecting
• “Invalid QR Code” error in WhatsApp

1. Improve lighting conditions
   • Ensure screen is well-lit
   • Avoid dark rooms
   • Turn on more lights
2. Adjust distance and angle
   • Move phone closer or further (15-30cm optimal)
   • Keep phone steady
   • Try different angles to avoid glare
3. Clean camera lens
   • Wipe phone camera with soft cloth
   • Remove any smudges or fingerprints
4. Increase screen brightness
   • Turn up monitor/laptop brightness
   • Reduce screen glare
   • Angle screen away from lights
5. Try different screen
   • Use different monitor if available
   • Try on laptop screen vs external monitor
   • Use phone or tablet to display QR Code
6. Screenshot method
   • Take screenshot of QR Code
   • Transfer to phone (email, cloud)
   • Open screenshot in gallery
   • Scan from photo
7. Update WhatsApp
   • Ensure latest version installed
   • Update from App Store/Play Store
   • Restart app after updating

​

Issue 2: Session Connection Problems

• Status changed from green to yellow
• Last update timestamp is old
• Cannot receive messages

• WhatsApp app uninstalled or data cleared
• Device disconnected in WhatsApp settings
• Phone was offline for extended period
• Network instability
• WhatsApp app crash or forced update

1. Check WhatsApp app on phone
   Copy

   Steps:
   1. Open WhatsApp on mobile
   2. Go to Settings → Linked Devices
   3. Look for "ZappWay" (or your device name)
   4. Check if it shows as active
   
2. Verify device in WhatsApp
   • If device is missing → Reconnect session
   • If device shows “Last active: long time ago” → Check phone connectivity
3. Reconnect session in ZappWay
   Copy

   Steps:
   1. Click "Connect" button on session card
   2. QR Code modal opens
   3. Scan new QR Code with phone
   4. Wait for "Connected" status
   
4. Restart phone
   • Sometimes helps restore connection
   • Ensure WhatsApp starts automatically
5. Check network stability
   • Ensure phone has stable internet
   • Try switching between WiFi and mobile data
   • Check if WhatsApp is working normally
6. Update WhatsApp
   • Install latest version
   • Check for pending updates
   • Restart app after update

• Don’t manually disconnect devices in WhatsApp
• Keep WhatsApp updated
• Maintain stable internet on phone
• Don’t clear WhatsApp data unnecessarily

​

Issue 3: AI Not Responding

• Messages show as read/delivered
• No response from AI
• No errors visible in dashboard

✓ Status badge is green ("Connected")
✓ Last update timestamp is recent
✓ Device name is correct

Steps:
1. Click "Manage" on session card
2. Check if AI Employee is selected
3. Verify AI name is displayed in footer

Steps:
1. Go to AI Employees page
2. Find assigned AI Employee
3. Verify status is "Active" not "Inactive"
4. Check last modified date

Steps:
1. Open AI Employee in dashboard
2. Send test message
3. Check if response is generated
4. If works: issue is with WhatsApp integration
5. If doesn't work: issue is with AI configuration

Review:
✓ Instructions are complete
✓ Tools are enabled if needed
✓ Knowledge base is connected
✓ Model settings are appropriate

Steps:
1. Press F12 to open Developer Tools
2. Go to Console tab
3. Look for error messages (red text)
4. Screenshot errors for support

Test:
1. From another WhatsApp account
2. Send simple message: "Hello"
3. Wait 30 seconds
4. Check for response

• AI Employee not assigned → Assign AI Employee
• AI Employee inactive → Activate in AI Employees page
• Knowledge base not connected → Add datastores
• Rate limiting or quota exceeded → Check usage limits
• Network issues → Check connection stability

​

Issue 4: Permission and Access Errors

• Cannot access integrations page
• “New Session” button disabled
• Permission error messages
• Features grayed out

Issue: Free plan doesn't include WhatsApp
Solution:
1. Go to Settings → Billing
2. Upgrade to paid plan
3. Choose plan with WhatsApp access

Issue: Your role lacks necessary permissions
Solution:
1. Check your role in Settings → Team
2. Contact workspace admin
3. Request permission upgrade

Issue: Already at maximum sessions for your plan
Solution:
1. Check session count at top of page
2. Delete unused sessions
3. Or upgrade to higher plan tier

Issue: Payment failed or subscription lapsed
Solution:
1. Go to Settings → Billing
2. Update payment method
3. Resolve any outstanding issues

Issue: Account suspended or restricted
Solution:
1. Check for email from ZappWay
2. Contact support for details
3. Resolve any violations

​

Issue 5: Knowledge Base Not Working

• AI gives generic answers
• Doesn’t reference datastores
• Ignores uploaded documents

1. Verify knowledge is connected
   Copy

   Steps:
   1. Click "Manage" on session
   2. Check knowledge selector
   3. Ensure datastores/datasources are selected
   4. Look for knowledge display in footer
   
2. Check datastore status
   Copy

   Steps:
   1. Go to Datastores page
   2. Find connected datastores
   3. Verify status is "Ready" not "Processing"
   4. Check document count
   
3. Test datastore search
   Copy

   Steps:
   1. Open datastore in dashboard
   2. Use search function
   3. Try searching for known content
   4. Verify results appear
   
4. Review AI instructions
   Copy

   Check if AI is instructed to:
   ✓ Search knowledge base
   ✓ Use provided information
   ✓ Cite sources
   
5. Upload test document
   Copy

   Steps:
   1. Upload simple test file
   2. Wait for processing to complete
   3. Ask AI a question about the content
   4. Verify AI uses the information
   

​

8. Best Practices

​

Workflow Design

• Clear, descriptive session names
• One purpose per session
• Organized by department/function
• Well-documented AI configurations

• Generic names like “Session 1”
• Multiple purposes in one session
• Overcomplicated setups
• Undocumented configurations

├─ "Support - English"
│  └─ Customer support in English
│
├─ "Support - Português"
│  └─ Customer support in Portuguese
│
├─ "Sales - Main"
│  └─ Lead qualification and inquiries
│
└─ "HR - Internal"
   └─ Employee questions and support

​

AI Employee Configuration

Name: WhatsApp Support Bot

Instructions:
You are a friendly customer support assistant on WhatsApp.

Response Guidelines:
- Keep messages concise (2-3 sentences max)
- Use emojis appropriately 😊
- Be conversational and warm
- Respond in the user's language
- Break long answers into multiple messages

WhatsApp Etiquette:
- Don't send walls of text
- Use bullet points for lists
- Respond quickly
- Be patient with typos
- Ask clarifying questions when needed

Knowledge Usage:
- Search knowledge base before responding
- Cite sources when providing information
- Admit when you don't know something
- Offer to escalate to human if needed

• Use GPT-4 for complex reasoning
• Use GPT-3.5 for faster, simpler responses
• Adjust temperature for creativity (0.3-0.7 recommended)

• Enable Datastore Search for knowledge-based answers
• Enable Forms for data collection
• Enable HTTP for external integrations

​

Knowledge Base Strategy

Datastores:
✓ Help Documentation (general guides)
✓ FAQ Database (common questions)
✓ Troubleshooting Guides (problem-solving)

Datasources:
✓ Quick Start Guide (getting started)
✓ Latest Release Notes (new features)
✓ Contact Information (escalation)

• Keep content current and updated
• Use clear, simple language
• Organize by topic
• Include examples
• Test AI responses after updates
• Remove outdated information

• Mix unrelated topics
• Leave outdated information
• Use overly technical jargon
• Duplicate content across sources
• Overload with too many sources

​

Security & Privacy

1. Device Security:
   • Only scan QR Codes on trusted devices
   • Don’t share session credentials
   • Disconnect unused sessions immediately
   • Use unique device names for tracking
2. Data Privacy:
   • Messages are processed through ZappWay servers
   • Ensure GDPR/CCPA compliance
   • Inform customers about AI handling
   • Implement data retention policies
3. Access Control:
   • Limit who can create/manage sessions
   • Use role-based permissions
   • Audit session access regularly
   • Remove departed team members promptly

✓ Privacy policy updated
✓ Customer consent obtained
✓ Data retention policy defined
✓ Security measures documented
✓ Staff trained on data handling
✓ Incident response plan ready

​

Performance Optimization

1. Knowledge Base:
   • Keep datastores focused and relevant
   • Don’t overload with unnecessary documents
   • Regularly clean up old content
   • Use appropriate file formats
2. AI Configuration:
   • Use simpler models for faster responses
   • Optimize instructions for clarity
   • Enable only necessary tools
   • Set appropriate token limits
3. Connection Quality:
   • Maintain stable internet on phone
   • Keep WhatsApp app updated
   • Don’t disconnect/reconnect frequently
   • Monitor session health regularly

​

Monitoring & Maintenance

• Check session connection status
• Monitor for disconnections
• Review critical conversation flows
• Address any urgent issues

• Review AI Employee performance
• Update knowledge bases if needed
• Test conversation scenarios
• Check response quality

• Audit all active sessions
• Remove unused sessions
• Review and optimize AI configurations
• Check subscription usage vs. limits
• Update documentation
• Train team on changes

• Major workflow review
• Update business processes
• Evaluate ROI and effectiveness
• Plan improvements
• Review security measures

​

Testing & Quality Assurance

1. Create Test Session:
   • Use separate WhatsApp number
   • Configure identical AI setup
   • Test thoroughly
2. Test Scenarios:
   Copy

   ✓ Common customer questions
   ✓ Edge cases and unusual requests
   ✓ Multi-language support (if applicable)
   ✓ Escalation procedures
   ✓ Error handling
   ✓ Response times
   
3. Gather Feedback:
   • Internal team testing
   • Beta users if possible
   • Monitor first conversations closely
   • Iterate based on results

Weekly:
- Sample conversation review
- Response accuracy check
- Customer satisfaction tracking

Monthly:
- Full quality audit
- AI instruction refinement
- Knowledge base updates

​

📞 Support & Resources

​

Getting Help

• Email: [email protected]
• Live Chat: Available in dashboard
• Response Time: 24-48 hours

• Session ID or name
• Detailed problem description
• Screenshots of errors
• Steps to reproduce issue
• Browser and device information

• For critical issues affecting business operations
• Mark emails as “Urgent”
• Include impact assessment

​

Documentation Resources

• AI Employee Configuration
• Datastore Management
• API Reference
• Integrations Overview

• WhatsApp Setup Walkthrough
• AI Employee Configuration
• Knowledge Base Integration
• Troubleshooting Common Issues

• User forum (if available)
• Feature request board
• Community best practices
• User case studies

​

Feedback & Feature Requests

1. In-App Feedback:
   • Click feedback button in dashboard
   • Describe your suggestion
   • Include use case details
2. Email Requests:
   • Send to [email protected]
   • Explain business need
   • Provide examples
3. Community Voting:
   • Visit feature board
   • Vote on existing requests
   • Add comments with context

• Session analytics dashboard
• Message volume tracking
• Advanced routing logic
• Multi-agent conversations
• Template message support

​

✅ Quick Reference

​

Setup Checklist

Pre-Setup:
✓ Premium subscription active
✓ WhatsApp installed on phone
✓ AI Employee created
✓ Knowledge base prepared

Setup Steps:
✓ Access WhatsApp integration page
✓ Create new session
✓ Scan QR Code
✓ Assign AI Employee
✓ Add knowledge base
✓ Test with sample messages
✓ Document configuration

Post-Setup:
✓ Monitor first conversations
✓ Adjust AI instructions if needed
✓ Train team on usage
✓ Set up alerts

​

Essential Shortcuts

​

Status Reference Guide

🟢 Connected
   → Everything working normally
   → AI responding to messages
   → No action needed

🟡 Disconnected
   → Not receiving messages
   → Click "Connect" to reconnect
   → Scan new QR Code

🔵 Pairing
   → Connection in progress
   → Wait for completion
   → Don't close modal

🔴 Error
   → Connection failed
   → Check troubleshooting guide
   → Try "Generate New QR Code"

​

Common Commands

WhatsApp-Specific Commands:

Response Format:
- Keep under 3 sentences
- Use line breaks for readability
- Add emojis for friendliness

Escalation:
- If question too complex: "Let me connect you with a specialist"
- If technical issue: "I'll create a ticket for our team"
- If emergency: "This requires immediate attention. Please call [number]"

Language:
- Detect user's language
- Respond in same language
- Be culturally appropriate

​

🔄 Updates & Changelog

​

Version 2.0 (January 2025)

• ✅ Multiple session support
• ✅ In-modal AI Employee creation
• ✅ Real-time status updates
• ✅ Enhanced knowledge base selector
• ✅ Improved session management UI
• ✅ Better error handling

• Faster QR Code generation
• More stable connections
• Better mobile compatibility
• Enhanced security measures

• Fixed QR Code expiration issues
• Resolved disconnection problems
• Improved session deletion flow
• Fixed knowledge base sync issues

​

Coming Soon

• 📊 Session analytics dashboard
• 📈 Message volume tracking
• 🔔 Connection status alerts
• 📱 Mobile app management
• 🤖 Multi-agent conversations

• 📋 Template message support
• 🔄 Advanced routing logic
• 📊 Performance metrics
• 🎯 A/B testing for AI responses
• 🔗 Webhook integrations

• Voice message support
• Image recognition capabilities
• Video message handling
• Group chat support
• Broadcast message features

​

📊 Subscription Plans & Limits

​

Session Limits by Plan

• Check usage at top of integrations page
• Format: “X/Y sessions used”
• Warning appears when limit reached

1. Click “Upgrade” button in alert
2. Or go to Settings → Billing
3. Select new plan
4. Complete payment
5. Limits update immediately

​

🎓 Training Resources

​

For Administrators

• Session creation and management
• QR Code connection process
• AI Employee configuration
• Knowledge base integration
• Security best practices

• Monitoring session health
• Updating AI configurations
• Managing team access
• Troubleshooting issues

​

For End Users

• How customers interact
• Expected response times
• Escalation procedures
• When to use human support

• Clear communication
• Appropriate use cases
• Privacy considerations
• Feedback collection

​

📋 Compliance & Legal

​

Data Processing

• WhatsApp messages sent to connected sessions
• User phone numbers
• Message timestamps
• Conversation metadata

• Process messages through AI Employee
• Generate automated responses
• Improve service quality
• Analytics and monitoring

• Messages stored per retention policy
• Configurable retention periods
• Deletion upon request
• Compliance with regulations

​

Terms of Service

• Comply with WhatsApp Terms of Service
• Obtain necessary customer consents
• Protect access credentials
• Report security issues promptly

• Spam or unsolicited messages
• Illegal content or activities
• Harassment or abuse
• Terms of Service violations

​

🌟 Success Stories

​

Customer Support Automation

• 80% of inquiries handled automatically
• Response time reduced from hours to seconds
• Customer satisfaction increased 35%
• Support team focuses on complex issues

​

Lead Qualification

• 100% of leads qualified within 5 minutes
• Sales team conversion rate up 25%
• Lead response time improved 90%
• More qualified demos booked

​

💡 Tips & Tricks

​

Pro Tips

1. Use Templates:
   • Create AI instruction templates
   • Reuse for similar sessions
   • Document successful patterns
2. Test Regularly:
   • Send test messages weekly
   • Verify AI responses
   • Check knowledge base accuracy
3. Monitor Performance:
   • Track response quality
   • Measure customer satisfaction
   • Iterate based on data
4. Keep It Updated:
   • Refresh knowledge base monthly
   • Update AI instructions quarterly
   • Remove outdated sessions
5. Backup Configurations:
   • Document AI settings
   • Save successful instructions
   • Keep configuration history