WhatsApp automatic product help

Let automatic product help answer customers who message your shop on WhatsApp, and take over a conversation when you want to reply yourself.

Automatic product help can answer customers who message your shop's WhatsApp number: it finds products by name or code and recommends items, as it does on Instagram and Messenger. It stays off until you turn it on, and it appears only after Pasal has switched it on for your shop. To connect the number and read messages, see Connect Instagram to your dashboard.

Turn it on

Open the WhatsApp tab in the Inbox, then Inbox settings → Automatic product help. Read which provider is used (Anthropic's Claude), tick that your customer privacy notice says so, and click Enable automatic product help.

What customers get

It answers only a customer who wrote to you in the last 24 hours, the time WhatsApp allows. It never starts a conversation.
Products go as text with a link to each one, which WhatsApp shows as a preview. The first reply of the day, or the first after a pause, starts with "Automatic reply · स्वचालित जवाफ".
A greeting gets two buttons: Recommend products and Talk to a person. Talk to a person, or HUMAN, pauses it for that customer and marks the conversation Wants a person. START resumes it.

Take over a conversation

Your reply from Pasal, Take over conversation in the conversation's header or its ⋮ menu, or a reply from the WhatsApp Business app on your phone pauses it for that customer until you press Resume automatic product help. Turn off automatic product help in Inbox settings switches it off for the whole number.

Example WhatsApp conversation in the Inbox: a customer asks DM-030 cha?, the automatic reply opens with Automatic reply and gives the cargo pants with their link, the customer asks Enough stock? and gets an answer; the header says Automatic product help and its ⋮ menu shows Take over conversation — Example shop. Automatic replies on WhatsApp are text with each product's link; Take over conversation pauses them for this customer.

If no automatic reply arrives

Check that automatic product help is on and that this conversation is not paused. A customer who sent HUMAN or tapped Talk to a person sends START to resume. A customer whose last message is more than 24 hours old gets no reply.