WhatsApp Assistant: choose how much the AI can do
Updated 2026-10-19
In CustomIQ the WhatsApp Assistant decides, per brand, how much the AI does before you approve. In Manual the AI is off and you answer every message. In Hybrid it drafts every reply from your approved Knowledge Base facts, and nothing is sent until you approve it. Auto is not available yet, and some sectors always require approval.
Video tutorial
What is the CustomIQ WhatsApp Assistant?
It is the setting that controls how much the AI can do on WhatsApp for each brand before a person approves. It applies to conversations in your connected WhatsApp Business number.
What do I do from the dashboard?
Open WhatsApp Assistant and pick the brand. Choose Manual and you reply to every message yourself; choose Hybrid and the AI drafts every reply using your approved Knowledge Base facts. The drafts appear in the Inbox, where you approve, edit or discard them. Auto, sending without review, is not available yet. The banner shows your sector floor: public or health surfaces always require approval, and a draft that fails a compliance check is held for you.
Can I change it in the chat?
No. The approval mode is set on the WhatsApp Assistant page.
What do I need first?
A WhatsApp Business number connected to CustomIQ and approved facts in your Knowledge Base.
What does it cost?
Changing the approval mode does not spend credits.
Steps
- Open the WhatsApp Assistant. Go to Settings, WhatsApp Assistant and pick the brand.
- Choose the approval mode. Choose Manual to answer yourself, or Hybrid to let the AI draft every reply.
- Review the drafts. In Hybrid, open the Inbox to approve, edit or discard each draft before it is sent.
Frequently asked questions
- Can the AI send WhatsApp replies on its own?
- Not yet. Auto mode is not available; in Hybrid every reply waits for your approval.
- What is the sector floor?
- Some sectors, such as health, always require human approval, and a draft that fails a compliance check is held for you.
- Where does the AI get its answers?
- From the approved facts in your Knowledge Base, so keep prices, hours and policies up to date there.
Related
- Connect your WhatsApp numberHow to connect your WhatsApp number to CustomIQ with "Connect with Meta", even if you already use it in the WhatsApp Business app.
- Knowledge base (facts about your business)What the CustomIQ knowledge base is, which facts it stores, how they are approved and which agents use them.
- Inbox and commentsHow to answer messages and comments from your social channels in the CustomIQ Inbox and configure AI assistance.