Independent WhatsApp Customer Service

Audience: front-end end users

Scenario

The company already talks with customers on WhatsApp, and wants AI to handle common questions, pre-sales, basic after-sales, and need capture. Customers keep using the same WhatsApp; they do not change how they contact the company.

The system already provides a standard Independent WhatsApp Customer Service employee (application name WhatsApp Robot). You do not need to create an employee from scratch: click Use in the AI Employee Market to copy it into the current project, write memory and create a session, then in WhatsApp hosting hand over a WhatsApp account the company already uses. One employee can host more than one WhatsApp. You must keep them apart: each account has its own session, language, inbound message, and memory. Do not mix them.

It can manage more than one WhatsApp, but each account must be separate: its own session, its own memory, its own inbound message.

Work type

WhatsApp customer-service reception: product and service questions, FAQs, pre-sales, basic after-sales, capturing customer needs, and follow-up. It can use scheduled tasks to remind itself to follow up on time. If it is beyond current permission, hand over to a human by company rules. One employee can manage more than one WhatsApp, but they must be distinguished: each account has its own session, its own memory, and an inbound message that says which WhatsApp this is. Do not mix accounts.

Configured tools

Connect through WhatsApp hosting. You do not chat from My employees. Direct chat is only in the left AI Employee. To receive external WhatsApp customer messages, you must host first.

Binding: existing WhatsApp account → that account’s own Agent session (identity + memory) → Independent WhatsApp Customer Service. The same employee can host more than one WhatsApp. They must be distinguished: each account has its own session, its own memory, and an inbound message that says which account it is. Do not mix them.

Map extra tools, Skill, SOP, MCP, and enterprise resources when you need a closer fit to company scripts or materials.

Skill and SOP

The market copy of Independent WhatsApp Customer Service already has basic customer-service ability. The company can map more Skill, SOP, and materials to match its own reception rules and process.

Logic in brief

Prepare memory for this WhatsApp and copy the url → create the matching session (or select it on the hosting page) → In WhatsApp hosting choose Independent WhatsApp Customer Service; if the session already exists, select it, otherwise click + → choose language → put this WhatsApp’s identity and memory url in the inbound message template → Create account and start pairing, scan with the WhatsApp the company already uses → the customer sends WhatsApp → identity and memory are located from the inbound message, then it replies.

One Independent WhatsApp Customer Service can host more than one in-use WhatsApp account. Keep them apart: each account has its own session, identity, and memory, and the inbound message must say which WhatsApp this is. Keep follow-up on that account in that account’s session. Do not bind two WhatsApp accounts to the same session or the same memory.

Matching human system

This matches a WhatsApp customer-service seat: the standard employee comes from the market; the company only hosts WhatsApp accounts it already uses. Complex cases still go to a human agent.

Steps

1. Open AI Employee → Enter market, find Independent WhatsApp Customer Service (WhatsApp Robot), and click Use.

2. After you enter that employee, click ⋯ → Enterprise Docs in the top right. Click the folder icon, New folder, name it WhatsApp Support, then click Create.

3. Open the WhatsApp Support folder (the top should show WhatsApp Support, not the tenant root). Only then click cloud upload and choose New Markdown document. The memory file must sit in this folder. One memory file per WhatsApp account; do not share. On the first line write #Independent WhatsApp Customer Service memory (you can add this account’s name so they stay distinct). Click Save in the top right, rename document.md to a name for this account (for example WhatsApp Support.md), then Save again.

4. In File info, fill in Title, Description, and Tags as needed, then click Confirm.

5. Click ⋯ on the WhatsApp Support.md you just created, choose View info, and copy the url.

6. Click ⋯ → New session in the top right. Name the session for this WhatsApp account (one account, one session; do not share it with another account). Click Confirm. At hosting you will select this session; you do not need to click + there.

7. Open WhatsApp → WhatsApp hosting. This lets Independent WhatsApp Customer Service host a WhatsApp account the company already uses. Choose AI Employee Independent WhatsApp Customer Service. For Agent session, select the session you already created; click + on the right only if there is none yet. Choose Language for this account. In Inbound message template, write this WhatsApp’s identity, memory document, and how to notify it of a new message, and which WhatsApp this is, so it is not mixed with other accounts. Placeholders include {sender}, {preview}, {thread_url}. When the same employee hosts more than one WhatsApp, each account must use its own session, memory, and inbound message. Do not mix them.

   Sample:

   Your identity
   Current WhatsApp account: (write this number or use, so it is distinct from other accounts)
   Name: Alix;
   Gender: male;
   Age: 25;
   Education: graduate;
   Major: marketing;
   Personality: calm and informed;

   Read this before each job: (paste this WhatsApp’s memory url) This document is your memory. If you need several turns to finish the work, write into this document. You fully edit and use it.

   You have a new WhatsApp message
   Sender: {sender}
   Content: {preview}
   Session: {thread_url}
   Handle and reply to this message now.

   Then click Create account and start pairing.

8. After the hosting account is created, on the phone WhatsApp the company already uses: Settings → Linked devices → Link a device, scan the QR code on the page, and confirm.

9. After pairing succeeds, customers still send messages on the same WhatsApp. Independent WhatsApp Customer Service replies from that account’s session and memory. Special quotes, contracts, complaints, and similar cases beyond permission go to a human. Use a scheduled task when a timed follow-up is needed. The left AI Employee is still for internal direct chat. To host another in-use WhatsApp, repeat steps 2–8: you must create that account’s own memory, session, and inbound message. Do not reuse the previous set.