Teach the AI its first answers (FAQ and playbooks)

Open AI team → the WhatsApp employee → the Teach it tab. It has two parts: Answers and Playbooks. The Settings tab holds what the agent knows about your business (opening hours, location, what you sell) and its tone.

An answer is a question your customers ask and the reply you want given.

1. Fill in Tell the agent about your business on the Settings tab first; the AI uses it to draft answers.
2. On Answers, add a question and its answer, or let the AI draft a set from your business description and website.
3. Drafts are marked AI drafted and Not live until confirmed. Read each one, fix anything wrong, then confirm it. An answer that still reads This answer is still the AI's placeholder is never sent.

Keep answers short and factual: prices, hours, location, what to bring. If a price changes, change the answer — the AI never invents or negotiates prices.

A playbook is a short script for a common request, for example book a viewing or get a quote. It names the customer's intent, the details to collect one at a time (name, preferred date, unit type), and what happens at the end: create a task for your team, mark the lead as qualified, or hand the chat to a person.

1. On Playbooks, start from a draft or write your own.
2. Each step is one question. Keep to three to five steps.
3. Choose the end action.
4. Confirm the playbook. Like answers, a playbook is not used until confirmed.

If a message does not match a confirmed answer or playbook, or the customer asks for something the AI is not allowed to decide (a discount, a cancellation, a complaint), the AI hands the chat to a person and the conversation shows up as waiting for your reply in the inbox. You can see why on the chat under AI detail. See Take over a chat from the AI.

The employee's Activity tab lists every AI reply with the answer or playbook it used and the handoff reason when it stepped back. Every change to its settings, answers and playbooks is recorded with who made it.