Enable AI auto-replies
Let the AI draft (or send) replies to customer messages 24/7, escalating only the hard ones to your team.
Last updated 2026-05-31
WaSMS’s AI Brain reads incoming messages, writes a reply, and either sends it automatically or queues it for your team to approve.
1. Turn it on
- Go to Dashboard → AI Brain.
- Toggle AI Auto-Reply on.
- Pick mode: Suggest (drafts) or Auto-send (replies directly).
2. Pick a model
Default is Claude Haiku 4.5 — fast, cheap. For complex reasoning, pick Claude Sonnet 4.6.
3. Set confidence threshold
Default 0.75. If AI confidence is below threshold, it asks your team to review. Higher = fewer mistakes, more human work.
4. Set escalation rules
AI escalates to a human if:
- Customer asks for “agent”, “human”, “manager”.
- Customer mentions cancellation, refund, complaint.
- Confidence below threshold.
- Customer has replied 3+ times in 10 minutes.
5. Monitor
Check AI Analytics daily for the first week. Use the “Why did the AI answer this way?” trace to debug.
Best practices
- Start in Suggest mode for a week.
- Build your KB first — thin KB means hallucination.
- Do not auto-send pricing or billing — configure to always escalate.