What you see
In the chat, the conversation moves to the top of the list, with the KENZI tag and a priority flag. It also shows under Unread until someone opens it. Inside the conversation, a card repeats the customer’s question, word for word, with two buttons. The same card appears in the customer panel, under the notes, with the details:The two ways to settle the question
Reply yourself
Just write your answer in the conversation. The question closes on its own. Right after, Sendocki offers to add your answer to KENZI’s sheet. The question and your answer are already filled in, and you can edit them before adding. The day another customer asks the same thing, KENZI answers alone.Let KENZI answer
Useful when the answer already exists on your side: you did what the customer asked, or the information was added to KENZI’s sheet. Press Let KENZI answer: the question is taken up again with what KENZI knows now, and the customer gets an answer in their own language.Close the question
If the question no longer stands, Cancel closes it. KENZI will not answer and will not bring it up with the customer again. The chat stays open.The customer has not written for 24 hours
WhatsApp no longer allows a free message after 24 hours of silence: an approved template is required. KENZI then sends your re-opening message, and the answer goes out as soon as the customer replies. You choose that message in AI agents → KENZI → Messages. Without it, KENZI cannot reopen the chat: the customer has to write first.A simple “Hello, we are getting back to you” is enough, as long as Meta approved it. A message that invites a reply works better: the customer has to reply for KENZI to continue.
Who can do what
- Reply, let KENZI answer, close the question: anyone who can already reply in the chat.
- Add an answer to KENZI’s sheet: people allowed to configure the AI agents, because it changes what KENZI will say to every customer.