--- title: "How an AI assistant works on WhatsApp | SilverReply" description: "How the AI assistant works on WhatsApp, website chat and Telegram: answers from your knowledge base, qualifies, hands over with context, logs to the CRM." url: https://silverreply.co/en/how-it-works language: en-US site: SilverReply updated: 2026-09-25 --- # It knows what you know. What it doesn't know, it hands to you. SilverReply works from your company's own knowledge: your products, services, stock information, policies and FAQ. When needed, it hands the conversation to your team with its full context. Example knowledge base: - Products: model, size, colour - Services: delivery, installation - Stock: stock information - Policies: returns, invoicing, quotes - FAQ Example: - Is the 160 cm desk in stock? Yes, it's in stock in white and oak. (Source: Products, Stock) - Do you install? Yes, we install within Istanbul. (Source: Services) - How long do I have to return an order? You can open a return request within 14 days of delivery. (Source: Policies) - Can you do a special price for a bulk order? Our sales team decides on that. We're passing your conversation to them. (No answer in the knowledge base. Handed over: sales team, full context) When the knowledge base has no answer, the system doesn't guess; it hands the conversation to your team. ## Every message takes the same road. On any channel, every conversation makes the same six stops. - **Answers**: WhatsApp, website chat, Telegram - **Knows**: Products, services, stock information, policies, FAQ - **Understands**: Need, urgency, closeness to a sale - **Takes it forward**: An appointment or a quote - **Hands over**: To your team, with full context - **Records**: Panel and CRM ## Three doors, one desk. Whichever channel the customer writes on, the conversation lands in the same stream. Example: - WhatsApp: What sizes do your desks come in? - Website chat: Which cities do you deliver to? - Telegram: How do you invoice corporate orders? **The stream**: Every conversation takes the same road, draws on the same knowledge and lands in the same panel. ## Every question carries a need. SilverReply understands what is being asked, how urgent it is and how close it is to a sale; it qualifies the customer on that basis and moves the conversation to an appointment or a quote. Example qualification: - **Need**: Desk 160 cm, 30 units. What the customer wants, taken from their own words. - **Delivery**: Istanbul, in two batches. Where, how and when. - **Installation**: Required. Whether a service is needed. - **Add-on**: Office chairs, add to the quote. A second need mentioned in passing is recorded too. - **Next step**: Quote, tomorrow 09:00, sales team. An appointment or a quote; who, and when. ## When it hands over, nobody asks the customer twice. SilverReply hands the conversation over when needed: for example, when a question falls outside the knowledge base, when the customer makes a special request or when they ask for a person. Which case goes to whom is set on the discovery call. Example: Handover note, project sales team: - **Summary**: Made-to-measure wardrobes and desks for 40 hotel rooms; logo work requested. Your team sees what is wanted before opening the thread. - **Discussed**: Told that custom production is assessed project by project; the customer wants a call after 14:00 today. What the customer has already been told; nothing needs asking twice. - **Next step**: Project sales team to call after 14:00 today. Who does what, and when. - **Channel**: Telegram, full conversation attached. The whole conversation travels with the note. ## The conversation ends. The record stays. Every conversation is written to the panel and the CRM. The record from all three channels has the same shape and sits in one place. - **Channel**: The door the conversation came through: WhatsApp, website chat or Telegram. - **Time**: When the conversation started. - **Topic**: What the customer wrote about. - **Need**: The request as it stood after qualifying. - **Next step**: An appointment, a quote or a handover. - **Status**: Answered, qualified, booked or handed to the team. - **Full conversation**: Every message, in the order it was written. ## The team that connects it keeps it running. - **We listen.** On the discovery call we talk through your channels, the kind of messages you receive, where your knowledge lives and at which point a conversation should pass to your team. - **We gather.** We bring your products, services, stock information, policies and FAQ together into the knowledge base SilverReply answers from. Every answer comes from there; a question it doesn't cover goes to your team. - **We connect.** WhatsApp, your website chat and Telegram into one stream, and the stream to the panel and the CRM. - **We test.** Before launch we try the system with real questions and check the answers, the qualifying and the handover points. - **We run it.** After launch our team keeps running the system. SilverReply is not software that is installed and left to itself. How long it takes depends on the number of channels and how ready your knowledge is; we settle it on the discovery call. Same knowledge base, same panel, same team: with SilverCheckout, SilverCall and SilverGrow. ## Let's start from your own messages. [Book a discovery call](https://silverreply.co/en/contact)