How AutomateIt works

A customer sends a message on WhatsApp, Instagram, Messenger, Telegram, your website or by email. This is what happens next, in order.

1. The message arrives and is understood

Text arrives as it was written. A photo is described and a voice note is transcribed before anything else happens, so the agent works from words either way. A customer can send a picture of a product and ask "how much is this?".

Your agents answer in whatever language the customer writes in. There is no list to choose from and nothing to switch on: the language of their latest message is the language of the reply, one language per message, and if they switch mid-conversation the agent follows them. Nigerian English and Pidgin are handled the same way as any other.

2. It goes to the right agent

If your business has several agents, a router reads the message and sends it to the one whose job it is: the Sales agent for a price, the Bookings agent for an appointment. An agent can also hand a conversation to another agent mid-way, when the question turns out to belong somewhere else.

3. The agent gathers facts before it answers

The agent does not answer about your business from memory. It calls tools to look things up:

• your catalogue, for what exists, what it costs and what is in stock;
• the customer's basket;
• their past orders;
• your knowledge base and playbooks;
• your delivery areas, to quote a real fee for a real place;
• any connector you have switched on, such as a calendar.

4. The reply is checked before it is sent

A separate check reads the draft against the facts that were gathered. If the draft claims something those facts do not support, such as a price nobody found or delivery to an area you do not serve, the agent is made to answer again. If the second attempt still asserts something unsupported, the customer gets a reply that claims nothing rather than a confident invention.

Other checks run on every reply:

• Prices and stock must come from your catalogue.
• Narration is replaced: an agent that says "let me check" without checking is made to check.
• A promise to do something that it cannot do is caught before it is sent.
• Health: an agent never diagnoses, promises a medical outcome, or claims something treats or cures an illness.

5. What the reply can carry

Plain text, a product card with a photo, a product video, a payment link, a list of options to tap, or a form. The conversation stays in the customer's own app.

6. What happens around the conversation

• The basket and the order are kept for that customer.
• Checkout is created on your own payment gateway, and the money goes to your account.
• Delivery is priced from the areas you set.
• The contact is filed by how close they are to buying: New, Interested, Hot, Customer, or Follow up after a day of silence. See Contacts.
• Anything a person should decide is handed to your team, with the reason.
• Corrections your team makes become suggested rules you can approve. See AI conversations.

7. What you see

Every conversation, on every channel, lands in one inbox. You can take over any conversation at any moment, and the agent steps back.

How long a reply takes

Most replies take a few seconds. A turn that searches your catalogue, prices delivery and builds a checkout link takes longer, because it is doing several real jobs before it answers.