What you'll build
By the end of this tutorial, you'll have a working AI customer support agent that handles common questions, escalates complex issues to your team, and is connected to your WhatsApp Business number. Real production setup, not a toy.
Step 1: Create your agent
From the dashboard, click Agents → Create agent → Customer Support template. Name it. Set the persona, friendly, helpful, knowledgeable about your product.
Step 2: Add your knowledge base
Upload your FAQ, product docs, return policy and any other documentation. The agent indexes them automatically. Coverage matters, incomplete knowledge bases lead to incomplete answers.
Step 3: Set escalation rules
Define when to hand off to a human. Common rules: explicit request from customer, low confidence on critical topics (refunds, complaints), sentiment turn negative.
Step 4: Connect WhatsApp
Channels → Add → WhatsApp Business. Connect via OAuth or QR. Route to your agent. Send yourself a test message.
Step 5: Test and ship
Run 10 test scenarios before going live. Common ones: happy path, refund request (should escalate), out-of-scope question, frustrated customer. If all pass, route real traffic.