Wati: messaging features and setup

Overview

Connecting a campaign to a team inbox matters when a new inquiry needs to become personalized follow-up. Set a label for the inquiry source and assign a clear owner to the conversation so the team can understand what was offered to the customer before replying. For an AI agent, choose knowledge it is allowed to present and specify which questions should trigger a handoff. A useful pilot metric is how many conversations reach an agent with enough context to continue immediately, not just how many messages were sent.

Features

• Team inbox with tags and customer history
• No-code campaigns and conversation workflows
• Conversation routing and knowledge-based AI agents

Business uses

• Routing a campaign inquiry to the right salesperson
• Answering product questions and handing off exceptions with all context

Getting started

• Connect a test channel and configure tags, a conversation owner, and a rule for handing off to an agent.
• Create a tagged inquiry through a test campaign flow and check that the agent sees its source and the customer's details.
• Ask the test agent a question outside its knowledge and request a human agent. Verify that the conversation owner changes and the bot does not compete with the human's reply.

What to check

• Check pricing by channel, users, and messages, not just the base subscription fee.
• Check support for your existing number and how the AI behaves when a customer asks for a person.