# Your AI agent on WhatsApp, Messenger, Instagram, Telegram

> Your AI agent answers your customers on WhatsApp, Messenger, Instagram and Telegram once the owner has turned it on and you have chosen, channel by channel, how it replies. Start with **It suggests, you approve**: it suggests, a team member sends. When its suggestions go out unchanged, switch the channel to **It replies on its own**.

## Turn it on

1. Open **Automation › AI agents**, **Where it replies** tab.
2. The workspace owner reads the points under **Enable the agent on your messaging channels**, then clicks **I have read these points and enable the agent**. Two-factor authentication is required. This is done once for the workspace: until then, messaging channels show “First activation by the owner required.” and stay on **Never**.
3. Copy the suggested sentence into your privacy policy.
4. For each channel, choose **It suggests, you approve** (best to start with), **It replies on its own** or **Never**.
5. If you like, write a **Greeting** in the **How it replies** tab, and set **Wait until the customer has finished typing** in **Advanced settings** (8 s by default, from 5 to 15 s; on the website chat, the agent always waits 2 s, as visitors write in one go). Click **Save**.

## It suggests, then it replies on its own

- **It suggests, you approve**: for each customer message, the **Agent draft** card appears in the conversation, with “Nothing has been sent: review, then send or ignore.” Click **Send**, **Edit** or **Ignore**. If you write the reply yourself, the suggestion is ignored. With this choice, your AI agent suggests at any time of day.
- **It replies on its own**: your AI agent replies without waiting. With the **Only when you are closed** checkbox, it only replies outside your opening hours; without it, it replies all the time. If you have no opening hours for that channel, the checkbox does not apply: it replies at any hour, and the **Where it replies** tab tells you, with a link to **Settings › Team**, **Opening hours and response times** section.
- Under each channel, a line sums up the last 30 days: drafts sent as is, edited, ignored. From 70% of drafts sent unchanged (with at least 10, and never in the first week), WYP.chat offers the **Switch to “It replies on its own”** button. The change never happens without you.

## What the customer reads

- Your AI agent writes in the customer’s language: the one they write in (“Hola” gets a reply in Spanish), otherwise the one on their contact card or from their number.
- The first automatic reply of each conversation carries a fixed notice, in their language, after your greeting: it says that this is an automatic reply and that the customer can type HUMAN to talk to someone from the team.
- If they type HUMAN, or a sentence such as “Talk to someone” or “put me through to someone on the team”, your AI agent hands over straight away. If they ask again once it has handed over, they read once “Noted, someone from the team will reply …”, and team members get the **A customer is waiting for a reply** notification.
- When your AI agent hands over, the customer reads “I am passing your question to the team, someone will reply …”, with the time the team is back, from your opening hours.
- For an appointment, your AI agent gives the booking link from the first request, with no questions first, even when it is misspelt (“apointment”, “calender”, “rdv”, “cita”): the full `https://…` link in the text and the **Book a slot** button (on WhatsApp, a button that opens the link). It is the booking link of the conversation’s website chat widget, otherwise that of the first website chat that has one, otherwise your connected Calendly or Cal.com page. It never says it has no link when you have one.
- Every link it writes is sent in full, as `https://…`; a link that is not in what it knows is removed.
- It does not ask again a question it has already asked: if the customer asks the same thing again, it gives the information or hands over.
- If a **Started by the agent** scenario covers that request (appointment, order…), your AI agent writes a short sentence, for example “Let me check the available slots.”, and the scenario takes over. It starts it once per conversation at most; see [Create a scenario](https://wyp.chat/en/help/creer-workflow).

## When your AI agent stays quiet

- A team member has already replied in the current conversation, from WYP.chat, Slack or the WhatsApp Business app.
- A scenario is running for this customer.
- The conversation has just been handed over to the team, by your AI agent or by a scenario: see **If nobody on the team replies** below.
- When it replies on its own, during opening hours (never without hours): the **Only when you are closed** checkbox is ticked, or the conversation is assigned to someone available (for 2 hours at most without a reply, see below).
- The conversation is handled by another tool, the contact is blocked or the channel is disconnected.
- On WhatsApp, Messenger and Instagram, the customer has not written for more than 24 hours. Telegram has no such limit.
- On Telegram, the customer has typed `/stop` or blocked your bot.

## If nobody on the team replies

No customer is ever left without a reply. When the team holds the conversation (your AI agent or a scenario handed it over, the **Only when you are closed** checkbox is ticked, or the conversation is assigned to someone available) but nobody has written to the waiting customer yet, your AI agent takes over and replies:

- **when you are closed**: straight away;
- **during your opening hours**: 2 hours after the handover, or after the first unanswered message, if no team member has replied (WYP.chat checks every 5 minutes).

Its first reply starts with “The team has been notified of your message and will reply tomorrow from 9 am. In the meantime, here is what I can tell you:”, with the time the team is back from your opening hours (“as soon as possible” during your opening hours or without opening hours). At the same time, team members get the **A customer is waiting for a reply** notification.

If your AI agent does not reply on that channel (**Never**, **It suggests, you approve**, paused, limit reached), [Veilleur](https://wyp.chat/en/help/veilleur) replies if it is active; otherwise an acknowledgement is sent once: “Hello, we have received your message. The team has been notified and will reply …”. A reply from a team member always comes first, and a conversation handled by another tool is never taken over. Both delays are set in **Settings › Team**, **If nobody replies** section: see [Organise the team](https://wyp.chat/en/help/organiser-equipe).

## Stop your AI agent

- In one conversation: click the “who is replying” badge at the top of the thread, then **Take over** (see [See who is replying to the customer](https://wyp.chat/en/help/qui-repond)). To turn it back on, open the conversation’s **⋮** menu, then **Resume the agent**. It applies from the next message.
- On a channel: choose **Never** in the **Where it replies** tab.
- For the whole workspace: click **Pause** on the **Your AI agent** card at the top of the page.

**Good to know** When your AI agent hands over, an **Agent summary** internal note explains the request and the team is notified (in Slack too, if connected). Suggestions are never copied to Slack. An agent reply counts towards the AI replies in your plan, then costs 2 credits with a subscription, 4 without; a draft is only counted when it is sent. **Wait until the customer has finished typing** gives one reply when the customer writes several messages: fewer messages billed by Meta (see [What Meta charges on WhatsApp](https://wyp.chat/en/help/prix-messages-whatsapp)). Your AI agent does not reply by email or RCS yet.

## Related articles

- [Set up your AI agent: what it knows and where it replies](https://wyp.chat/en/help/assistant-ia) Your AI agent is set up on a single page, Automation › AI agents, with four tabs: What it does, What it knows, How it replies and Where it replies.
- [See who is replying to the customer](https://wyp.chat/en/help/qui-repond) The “who is replying” badge in Messages shows who holds the conversation: your team, a scenario, your AI agent or another tool, and how to take over.
- [Let your AI agent reply with a voice message](https://wyp.chat/en/help/reponses-vocales) On WhatsApp, your AI agent can reply with a synthetic voice note: the setting, the voice per language, what stays in text and what it costs.
- [Create a scenario](https://wyp.chat/en/help/creer-workflow) Create a WYP.chat scenario from the gallery or from scratch, started by a message or by your AI agent, test it in the simulator, then activate it.

**Learn more**

- [AI agent: what it does alone, what it leaves to you](https://wyp.chat/en/features/ai-agent-guardrails)
- [Industry AI agents, built for WhatsApp](https://wyp.chat/en/ai-agents)
- [Website chat, in the same inbox as WhatsApp](https://wyp.chat/en/channels/website-chat)

---

Source: https://wyp.chat/en/help/agent-ia-messageries · Updated on 13 October 2026