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The Closer

The Closer answers your incoming WhatsApp messages. It handles product questions, pricing, stock, shipping, and returns in seconds, around the clock, so your team can spend its time on conversations that need a person.

What happens when a customer writes in

Section titled “What happens when a customer writes in”
  1. The Closer reads the message and checks your knowledge base, catalog, and response rules
  2. It replies in seconds with an answer that matches your brand
  3. If the question needs a person — a complicated complaint, a high-value negotiation, something unusual — it routes to your team with the full thread attached
  4. The whole conversation sits in your shared inbox, AI and human messages together

Setting it up

Section titled “Setting it up”

Go to AI Settings → Auto-Reply.

Greeting

Section titled “Greeting”

The first message a new customer gets:

Hi! Welcome to [Your Brand]. What can I help you with?


• Browse our catalog
• Ask about a product
• Check your order status

Business hours

Section titled “Business hours”

Decide when the AI answers and when it steps aside:

Mode What happens
24/7 The AI answers at all hours, humans available when needed
Business hours The AI answers during hours, sends an away message after
AI plus human The AI takes simple questions and routes the rest

Response rules

Section titled “Response rules”

Tell it what to handle alone and what to pass on.

The Closer handles:

  • Product questions about pricing, variants, and stock
  • Order status
  • Shipping and returns
  • Catalog browsing and recommendations
  • Simple complaints, like how the refund process works

Pass to a person:

  • Complicated complaints or escalations
  • Orders above an amount you set
  • Wholesale and custom requests
  • Languages it can’t handle
  • Keywords you list, like “speak to a manager”

Tone

Section titled “Tone”
  • Friendly — warmer, uses emoji, fits most D2C brands
  • Professional — tighter and more formal, fits B2B
  • Custom — write your own system prompt

Measuring it

Section titled “Measuring it”

Check Analytics → Auto-Reply:

  • How many messages the AI answered
  • How many conversations it resolved without help
  • Average response time, which should sit under five seconds
  • Handoff rate, where lower means better coverage
  • The questions customers ask most

Getting better results

Section titled “Getting better results”

Keep your catalog current. The AI answers from it, so stale prices turn into wrong answers.

Add your FAQs to the knowledge base. More context, better replies.

Watch the handoffs. What the AI passes to humans tells you exactly what it should learn next.

Try real questions in Test Chat before customers do.

Where to go next

Section titled “Where to go next”