Guide
What happens after a customer asks on WhatsApp
A fast first reply is only the start. Use this guide to decide what Smiles AI can prepare, what your team must confirm, and which features need extra setup.
From customer enquiry to team action
Collect a booking request
Smiles AI can collect the requested service, date, and time. The request stays pending until staff confirm it; it is not a firm booking just because the details were collected.
A separately enabled Google Calendar flow can confirm an available slot. Without that integration and configuration, your team remains responsible for confirmation.
Give a grounded quotation
An ordinary AI price reply is based on your configured knowledge and checked by a price guardrail. If the needed price or commitment is missing, Smiles AI says it cannot confirm and hands the conversation to your team.
This generated reply is not the same as the server-resolved amount used for a payment link.
Create a conditional payment link
After the customer confirms, payments must be enabled, Stripe must be connected, and your configured knowledge base must contain a fixed price before a payment link can be created.
For the payment link, the server resolves the amount from configured knowledge and does not accept an amount supplied by the customer; it uses the configured price, not a customer-supplied amount.
Hand the conversation to your team
Missing knowledge, an uncertain commitment, or a request that needs staff approval are reasons to hand off. In the shared inbox, staff can read the conversation, reply manually, and turn AI off for that conversation while they handle it.
Follow up after a quiet chat
On Pro, Smiles AI can send one automatic WhatsApp follow-up after a chat goes quiet. The merchant must enable automatic follow-up and select an approved WhatsApp template before it can send.