Automation · Customer service and scheduling
Answer on WhatsApp with your Guru knowledge base and leave a draft when the answer is missing
An AI agent answers on WhatsApp with your Guru Knowledge Agents and, if the answer is missing, leaves a draft and hands the chat to your team.
How do I make my WhatsApp answer with what my team already wrote in Guru?
When a customer asks on WhatsApp about a policy, a process or a condition, the Met asks the Guru Knowledge Agent its instructions name for the answer. If the answer is enough, it replies with it. If it needs more detail, it searches the related documents and opens the full card. When Guru does not have the answer, the Met does not make it up: it creates a draft with the customer's question so your team completes it in Guru, and hands the conversation to a person on the team so the customer is not left waiting.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp with a question about how something works, a policy or a condition. There is no trigger to configure: the Met assigned to the line handles it in that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met with the knowledge base in Guru
Customer service team
This is not a named, seeded Met. It is the Met that already answers the business's WhatsApp, with Guru connected: its work ends when the customer gets the answer Guru gives, or when the question becomes a draft and the conversation goes to a person.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Guru Automate and collaborate
- Meteor CRM Sell and serve
5 steps · 6 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Choose the Knowledge Agent
The Met lists the Knowledge Agents the connected account can access and takes the one its instructions name, for example the customer service one.
- 2
Ask for the answer
The Met passes the customer's question to the Knowledge Agent and gets the answer generated from the Guru base. If it is enough, it replies to the customer with it.
- 3
Open the full card
If the answer needs more detail, the Met searches the related documents and opens the card by its ID, to answer with what it says in full and not with a summary.
- 4
Leave a draft with the question
If Guru does not have the answer, the Met creates a draft with the customer's question, as they asked it, so someone on the team completes and publishes it in Guru.
- 5
Hand the conversation to a person
The Met escalates the conversation to a human agent with a note that explains what the customer asked and that the answer was left as a draft in Guru.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
A Knowledge Agent with the support information
Your team has the policy, process and condition cards in Guru, and a Knowledge Agent the connected account can use. Name it in the Met's instructions.
-
Guru connected in Met
In Met, open Connections → Guru → Connect and sign in with an account that sees those collections. The admin leaves the create draft action on.
-
A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that serves customers, with agents available to take escalated conversations.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
-
It does not make up answers. If Guru does not have the information, the Met says so, leaves the draft and hands the conversation to a person.
-
It does not publish the new card. The draft stays for your team to review, complete and publish in Guru.
-
It does not ask for confirmation in the chat before creating the draft: if the action is on, it runs it. The admin decides in Connections which ones stay on.
-
It does not see cards the connected account cannot open. Guru applies its permissions to everything that goes through the server.
FAQ
Questions about this automation
Yes. According to Guru, questions that go through a Knowledge Agent are logged in the AI Agent Center, with the person who connected the account as the asker.
Yes, if the account has access to both. Tell the Met in its instructions which one to use for each type of question.
No. The customer only talks to the Met on WhatsApp; the queries and the draft are made by the Guru account the admin connected.
Keep going
Other automations built on the same tools
Customer service and scheduling
Book, remind and reschedule appointments over WhatsApp
How do I let customers book over WhatsApp without double-booking anyone?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 10 real tools
- Needs:
- Meteor Scheduling · Meteor CRM
Customer service and scheduling
Support the developer integrating your API on WhatsApp, with your Postman collection
How do I answer, on WhatsApp, the questions of the developer integrating my API?
Customer service
- Starts:
- when the customer writes
- Steps:
- 6, with 6 real tools
- Needs:
- Postman · Meteor CRM
Customer service and scheduling
Hand a WhatsApp customer who asked for a person to a Keybe agent
How do I hand a customer who asks for a person to a Keybe agent without making them repeat everything?
Customer service
- Starts:
- when a record changes state
- Steps:
- 6, with 7 real tools
- Needs:
- Keybe · Meteor CRM
Customer service and scheduling
Answer "where is my order?" for Mercado Libre sales over WhatsApp
How do I answer the status of a Mercado Libre order without opening the seller panel?
Customer service
- Starts:
- when the customer writes
- Steps:
- 5, with 10 real tools
- Needs:
- Mercado Libre · Meteor CRM
Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.