Feature

WhatsApp AI Agent | Official Adly Feature Page

The WhatsApp AI agent is a brand-aware front desk on the business's own WhatsApp Business number. It answers customer questions from uploaded brand knowledge, books, moves and cancels appointments in the chat, sends approved photos, captures leads into Adly, and escalates to humans when needed.

Official Adly knowledge page Last reviewed 2026-09-12

Knowledge pages

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What the WhatsApp agent does

  • Replies to inbound customer WhatsApp messages using brand context and uploaded business knowledge.
  • Captures leads into Adly Leads / CRM with structured follow-up fields.
  • Books appointments inside the chat: the customer picks a service, a team member or anyone available, a day and a free time from WhatsApp lists and buttons, then confirms. Only times that are really free are offered, and two customers can never get the same time.
  • Free times follow the team: each service needs at least one team member who does it, and a team member is booked for one thing at a time, so a booking for one service also blocks that person's other services at that time. A booking the owner adds by hand for anyone goes to the team member who does that service and is free then.
  • Messages sent more than 24 hours after the customer's last message (the 24-hour reminder, review requests, book-again invitations and alerts to the owner's number) must be Meta-approved templates. Meta charges each one directly to the business's WhatsApp Business account, not through Adly, at a price per message set by the customer's country; replies inside the 24 hours are free. When those messages do not arrive, Meta is refusing them, usually because the WhatsApp Business account has no currency or payment method; the owner adds one in Meta Business, Billing and payments.
  • Lets customers see, move and cancel their own bookings in the chat, within the cancellation window the owner sets.
  • Sends reminders 24 hours and 2 hours before each visit with Confirm, Reschedule and Cancel buttons, and can ask for a review after the visit, invite customers to book again after a set number of days, and offer a freed time to the first customer on the waitlist.
  • Sends photos the owner has approved (price lists, work samples, the place, a map) when a customer asks a question that photo answers.
  • Hands off to a human teammate from the Adly inbox when a conversation needs manual review.

Setup and management

  • Connect the brand's WhatsApp Business number through Meta inside Adly.
  • Upload business knowledge sources such as FAQs, service lists, policies, and conversation examples.
  • Configure tone, operating rules, and escalation behavior for the AI employee.
  • Create and manage Meta-approved WhatsApp message templates for business-initiated reminders and follow-ups.
  • Monitor conversations, send manual replies, and review captured leads from the WhatsApp workspace.
  • Set up services (length, price, cleanup time, places at the same time), team members with the services they do and their own hours, opening hours with breaks, closed days and booking rules (minimum notice, how far ahead, confirm at once or approve each request) on the Bookings page (sidebar, Conversion & Leads; also a tab inside WhatsApp Bot).
  • Adly writes the booking messages (reminders, confirmations, changes, cancellations, review requests, waitlist offers, rebooking invitations, owner alerts) in Arabic and English and submits them to Meta for approval on the brand's WhatsApp account; inside the customer's 24-hour window it sends normal chat messages instead.
  • See every booking in a calendar, approve or decline requests, add bookings by hand, block time, mark no-shows and read each customer's visit history. A Customers tab keeps a file for each customer: the name to use, private notes for the team (shown in every booking for that customer), visit counts and the full booking history, with New booking and Open chat. Edit booking changes any booking, past ones too: service, team member, date, time, customer name and number, with an optional WhatsApp message to the customer about a new time.

Plan availability

  • Available on Solo plan and higher with an active subscription.
  • Configured per brand, so multi-brand accounts can run separate WhatsApp agents for separate businesses.

Important distinctions

  • This is the customer-facing WhatsApp AI employee — not Adly in WhatsApp, which is the owner's marketing workspace inside WhatsApp.
  • It is for inbound customer conversations, not for creating ad creatives from chat.
  • WhatsApp message templates here are Meta-approved outbound messages; they are separate from brand design templates used for social posts.

Frequently asked questions

Is the WhatsApp agent the same as Adly in WhatsApp?

No. The WhatsApp AI agent serves customers on the brand's WhatsApp Business number. Adly in WhatsApp is for the business owner to run marketing work inside WhatsApp.

Can it answer from my brand documents?

Yes. Teams upload business knowledge and conversation examples so replies stay grounded in the brand's real services, policies, and tone.

Can customers book appointments on WhatsApp?

Yes. When booking is on, the agent offers the real free times for the chosen service and person, books the visit when the customer confirms, and sends reminders with Confirm, Reschedule and Cancel buttons. The owner sees every booking in the Bookings calendar and can approve each request first if they prefer.

Does it capture leads into Adly?

Yes. Qualified customer conversations can create or enrich leads inside Adly for follow-up from the Leads workspace.

Related references

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