Answer your customers' questions 24/7

Opening hours, prices, location, policies: answered in seconds, correctly, even at 3 am.

Good for

• Every business
• Teams flooded with repeat questions
• Businesses with evening and weekend demand

The situation

Most of the messages your team answers are the same twenty questions. Each one takes a minute, and together they take hours, while customers who write after closing wait until the next day. Your agent answers these questions instantly from your knowledge base, and it says honestly when it does not know.

How it works

CustomerAsks a question on WhatsApp, your website, or Telegram

tkanaSearches your knowledge base and answers in two or three sentences

CustomerGets the answer in their own language

A question answered

CustomerAsks something not in your knowledge base

tkanaSays it does not have that detail and offers your team

Your teamAnswers, then adds the answer to the knowledge base

A question it cannot answer

What the conversation looks like

Customer: Are you open on Friday?

Agent: Yes, we are open on Friday from 4 pm to 11 pm.

Customer: Where exactly is your branch?

Agent: We are on King Abdullah Road, next to the main entrance of the mall. Here is the location link.

Customer: Do you have parking?

Agent: I don’t have that detail right now. Would you like me to connect you with our team?

What you switch on

1. Fill your knowledge base. Write your business description, add question-and-answer pairs for the questions you hear most, and upload documents such as your price list or policies. See Write your content, FAQs, and guidelines and Add a document to your knowledge base.
2. Add your answering rules to Additional Guidelines, for example “Keep answers short, answer only from the knowledge base, and if the answer is not there, say a team member will follow up.” See Write your content, FAQs, and guidelines.
3. Connect your channels: WhatsApp, the chat widget and chat page for your website, and Telegram if you use it.
4. Set your agent’s name, greeting, and tone. See Set your agent’s name, greeting, and tone.
5. Keep Working hours on Always on so it answers at night and at weekends. See Choose when your agent replies.
6. Add photos of your menu, price list, or location so the agent can send them. See Add photos your agent can send.
7. Test with your twenty most common questions in Try your agent.

What your team sees

• Every conversation in Conversations, answered or not, so you can check the agent’s answers at any time.
• Contact reasons on your dashboard, showing what customers ask about most. See Understand contact reasons, pain points, and sentiment.
• Knowledge gaps: ask Aida, your portal assistant, which questions the agent could not answer, and fill them. See Find and fix knowledge gaps with Aida.

Tips and limits

• The agent answers only from your knowledge base, never from guesswork. If a detail is missing, it says so. Keep the knowledge base current and it keeps getting better.
• It replies in the language the customer writes in, Arabic or English, and understands voice messages. It does not look at photos or files customers send.
• Each reply uses credits from your wallet.
• Put links the agent should share (location map, menu, booking page) in your Content, not inside documents: links in a document’s text are removed when it is processed. See Understand your knowledge base.

Tip

Every time your team answers a question the agent could not, add that answer as an FAQ. Within a few weeks, most repeat questions are covered.