TKT-101 · LeadEdit
Customer asked about connecting WhatsApp
I want an assistant for my website. Can it answer questions about our services?
Smatick / Product
AI employees for sales and support
Create AI employees that answer customer questions, help them choose products or services, and collect requests on your website and in messengers. Set them up for your business and handle all inquiries in one place.
Your team can see the conversations and join at any time.
CS
Alex
Customer support · Telegram
Agent is responding · 12:40
Contacts
Alex
I need help choosing a service for my business.
12:40
Customer support
I can help. What does your company do, and what would you like to achieve?
12:40
You are observing. Take over to reply.
Set it up once. Smatick becomes part of your team.
Choose a role, add your knowledge and connect your channels. Your agent then talks to customers while you follow its work.
- 01
Choose a role
What should your agent do? Advise customers, help with sales or answer support questions.
- 02
Add knowledge
Services, prices, terms and frequently asked questions. Your agent uses these materials in conversations.
- 03
Connect channels
Add chat to your website or connect messengers. Your agent uses the same knowledge and settings across channels.
- 04
Work together
Read conversations, join a chat and follow up on enquiries in tickets.
AContacts
Alex
Adviser · Telegram
Agent is responding
Alex
I want an assistant for my website. Can it answer questions about our services?
12:40
Adviser
Yes. Add service descriptions and frequently asked questions to the knowledge base. The agent can use those materials in consultations. Which questions do customers ask most often?
12:40
You are observing. Take over to reply.
Send
01.
AI employees for advice, sales, and support
Give your Smatick AI employee a role, communication rules, and a task. It can explain services, help customers choose products, clarify requests, or answer questions after a purchase.
Set how your assistant represents your company and which questions it asks. You can create separate AI employees for different tasks; advisor, sales assistant, and support assistant are roles you choose to fit your business.
Your customer gets an answer. Your team gets a request with context.
- Advice on products, services and terms
- Help with choosing and initial lead qualification
- Customer support and handover of difficult questions to a person
Knowledge base: introduce the agent to your business
Add company information, services, prices, and policies as text or Markdown, or provide a website link. Smatick can use this information when answering customers.
Have prices changed, a new offer launched or a policy been updated? Update the knowledge base so the agent can use the revised materials in subsequent answers. You do not have to manually rewrite dozens of identical conversation scripts.
- Company information in one place
- Current materials for customer answers
- No need to program a reply to every question
The knowledge base helps the agent answer more accurately, but important answers and settings should be checked before launch.
Knowledge
≡
Consultations and requests
Help the customer choose a service. Before a consultation, clarify their task and preferred time. To prepare a request, establish what the customer needs and how to contact them. Do not ask again for contacts already provided in the form. Pass the request to the team. Bring in an operator when a question needs a human decision or the customer asks for a person.
Shared sourcesTextIndexed · ready
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Frequently asked questions
Shared sources · Text
Consultations and requests
Help the customer choose a service. Before a consultation, clarify their task and preferred time.
To prepare a request, establish what the customer needs and how to contact them. Do not ask again for contacts already provided in the form.
Pass the request to the team. Bring in an operator when a question needs a human decision or the customer asks for a person.
Alex
How do I choose a service and submit a request?
Agent
I can help you choose a suitable service. What would you like to achieve, and when would you prefer to discuss it with our team?
12:40
Website
Telegram
Viber
Paid Business Bot
Facebook Messenger
Meta setup required
WhatsApp Business
Meta setup required
Channels
One assistant, shared agents, skills, knowledge base, MCP and CRM. Connect the channels where customers can reach it.
Set up widgetDisable
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Connect
Connect
Connect
Connect
02.
One AI employee. Different ways to reach you
Some customers write through your website; others prefer Telegram or another messenger. They should not have to adapt to your system: Smatick helps connect familiar communication channels to one AI employee.
The agent shares the same instructions and knowledge across channels, while each conversation keeps its own source and history. Expand your business presence across channels without configuring the same adviser from scratch each time.
One agent. Shared knowledge. Every conversation in its place.
- Website chat widget and available messengers
- The same agent logic across connected channels
- Separate conversation histories and a clear source for each request
All channels are available on every Smatick plan, including Free. AI usage consumes credits, which you can buy separately. Some messengers may require permissions and separate provider fees. Viber Business Bots may be subject to paid provider terms; Instagram and WhatsApp require connection setup and Meta permissions.
AContacts
Alex
Adviser · Telegram
Agent is responding
Alex
I want an assistant for my website. Can it answer questions about our services?
12:40
Adviser
Yes. Add service descriptions and frequently asked questions to the knowledge base. The agent can use those materials in consultations. Which questions do customers ask most often?
12:40
Alex
I would like to discuss setup with a person.
12:40
Anna joined the conversation
Anna · operator
Hello! I’m Anna. I can see your question about a website assistant. Let’s clarify your needs. You do not have to start again.
12:40
Alex
Thanks, we can continue with AI now.
12:40
Conversation returned to AI
Adviser
I’ll keep helping. Which services should we explain to customers?
12:40
You are observing. Take over to reply.
Send
03.
AI helps. A person steps in when needed
Not every question should be left to AI. Sometimes a customer wants to speak to a person, discuss an unusual situation or get a solution that requires your team.
An operator can take control and continue in the same conversation. Earlier messages and available customer information remain in view. There is no need to ask the person to start again. Once the question is resolved, control can return to the agent.
Your customer does not have to start the conversation again.
- Human takeover and continuation of the conversation
- Conversation history and the request source at hand
- The option to return the conversation to AI
History
AI
System 12:40
Status
OpenIn progress
04.
From a message to a task that gets followed up
A conversation is only the beginning. A customer may ask for a call back, a proposal, clarification of terms or help with a problem. To keep these requests from getting lost among messages, Smatick helps turn them into tickets, records of what needs doing and who is responsible.
Each ticket has a status, priority, assignees and a change history. Your team sees what is open, what is in progress and what is complete. You can also manage internal tasks that are not directly linked to an AI agent.
A clear next step for every enquiry.
- Customer requests and internal tasks
- A Kanban board or table to track work
- Assignees, priorities, statuses and history
Integrations
Add a connection, then expand its row to view or edit settings.
Every lead is saved in the Tickets inbox. When a CRM is connected, the lead is also copied to the CRM.
Bitrix24 · CRM
Workspace connection · Connected
EditDelete
Company tools · MCP
Workspace connection · Connected
EditDelete
05.
Help your business take action
Good advice should lead to a next step. Smatick helps keep request information, create a lead and pass it to your team. If a CRM is connected, lead details can be sent there too.
Through integrations and MCP tools, an AI agent can work with connected external services: for example, retrieve information or perform permitted actions. What it can do depends on the tools available and your settings.
The conversation no longer stays isolated in a chat. It can become part of your company’s usual workflow: from the first question to a task, lead or action in your system.
AI talks to your customer. Smatick helps turn the result into work.
- Leads and requests within Smatick
- Sending data to a connected CRM
- Additional actions through MCP and available integrations
Capabilities depend on connected services, permissions and your chosen package.
What changes for your team
Smatick brings together what usually lives in different places: AI answers, customer messages, company knowledge, operator tasks and connections to other services.
- Customers can get help even when staff are busy.
- Your team sees requests and knows what to do next.
- Your business stays in control of its knowledge and AI employees.
● Start free
Try Smatick on your own business tasks
Create an AI employee, add company information and see how it talks to customers. Start with one task, such as answering frequently asked questions or an initial consultation. When you are ready, connect more channels and capabilities.