How does Wappy AI Chat work? A complete explanation

AI Chat is an add-on to the existing Wappy WhatsApp widget. Instead of messages going directly to you, the AI catches them first. It answers questions based on your website content and the files you upload.

The AI works through WhatsApp — not through a separate chat window on your site. Visitors send a WhatsApp message the way they always do. The only difference: the reply comes in seconds, automatically, day and night.

Wappy offers three AI Chat plans: Starter for small websites, Business for webshops and growing businesses, and Enterprise for large catalogues. Read more in our article on adding an AI chatbot to your website without code.

The AI uses two sources to generate answers:

1. Auto-crawl: Wappy automatically crawls the pages of your website. Depending on your plan, this happens manually, weekly, or daily. The AI reads products, services, FAQs and other information on your site.
2. Your own files: You upload PDFs, product lists, manuals, or pricing overviews yourself. This is information that isn't necessarily on your website but which the AI needs to give accurate answers.

The combination of crawl data and uploaded files determines how good and complete the AI's answers are. The more relevant information, the more accurate the AI.

The AI answers questions that match the information it has. Think of:

• What does product X cost?
• How long does delivery take?
• Can I return it if it doesn't fit?
• What are your opening hours?
• Do you have size Y in stock?

Questions the AI cannot answer because information is missing are forwarded to you. The AI never gives an answer it cannot back up with certainty based on the information you have provided.

You choose a focus for the AI, which determines how it handles conversations:

• Sales: The AI actively steers towards a purchase. It highlights benefits, handles objections, and guides visitors towards a decision.
• Leads: The AI asks for contact details — name, email, phone number — so you can follow up. This turns 40% of conversations into lead data.
• Service: The AI answers questions quickly and efficiently, without commercial pressure. Ideal for customer service and support.

You can change the focus at any time from your Wappy dashboard. More about which focus suits your business: Choosing Sales, Leads or Service focus for your AI Chat.

The AI is set up to be honest about its limitations. If a question falls outside its knowledge base, it acknowledges this and offers to forward it to a team member.

Here is how the handover works:

1. AI recognises it cannot answer the question properly
2. It informs the visitor that it will forward the question
3. The conversation appears in your WhatsApp so you can help further

You never lose a potential customer through a poor automatic reply. The AI fills in where it can, you take over where it really matters.