WhatsApp Support with Approval
On WhatsApp, and on e-mail, the assistant starts in shadow mode: every reply is a draft a person approves, edits or rejects with one click. You switch to sending by itself only after you have seen the drafts.
The problem
WhatsApp is personal, and customers notice a wrong answer there. Switching a bot on and hoping is a bad way to learn what it will say. You want to read its answers on real questions before any of them reaches a customer.
The outcome
How it works
In shadow mode the AI Chatbot writes a reply but sends nothing. The draft sits in your Inbox with the sources it used, and a person approves it, edits it or rejects it. The customer sees only what a person let through.
- Your own sentences still go out. The hand-off sentence and away message are written by you, so they are sent even in shadow mode.
- Going live is earned. Switching a shadow channel to send by itself is refused until at least ten drafts have been reviewed, and you confirm the switch. The settings show how many drafts were sent as written, edited or rejected.
- A person always wins. Once someone replies in a conversation, the assistant stays quiet, and a draft in a conversation a person owns cannot be approved.
Details are in review and hand-off.
Draft
The assistant writes a reply from your knowledge and lists its sources.
Review
A person approves, edits or rejects each draft with one click.
Go live
After at least ten reviewed drafts you can switch the channel to send by itself.
Capabilities
AI Chatbot
Answers customers on SMS, WhatsApp, e-mail and a website chat from the text, files and pages you give it, hands over to a person when it cannot answer, and drafts for your approval where you want that.
Service Desk Inbox
Teams and routing rules, assignment, statuses with snooze, internal notes, canned replies, SLA targets counted in opening hours and an agent role that sees only the Inbox — for every channel in one place.
WhatsApp Business
Official WhatsApp Cloud API access with templates, interactive buttons, media and conversational automation.
Frequently asked questions
Is shadow mode only for WhatsApp?
It is required on WhatsApp and e-mail. SMS and web chat can go live directly.
One platform. Every customer interaction.
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