Connect WhatsApp, then leave the Auto-reply switch off. That's the whole step — it's connected, but stays silent.
ChannelsMuted
WhatsApp
+972 55-123-4567
Connected
Auto-reply to customers
Paused
Customers can message in, but the agent stays silent while you observe.
Instagram
@willowco
Connect
Connected — but Auto-reply is off. Your agent is listening, not answering.
Now wait a few days
This is the most important step — and the easiest. Do nothing for 2–3 days. Let real customers message you. Because it's on mute, you'll see exactly what they ask — in their own words — without your agent replying yet.
To watch the messages come in, click Conversations at the top:
Real questions land here, unanswered, while your agent stays quiet.
Why wait? Real customers ask things you'd never think of at your desk. A few days of real chats is what turns a good agent into one that actually sounds like your shop.
Answer anything it missed
Read through those chats. See a question your agent might get wrong? Just add the answer now — the same easy way you did in Week 1. Pick whichever feels simpler:
A customer asked about size L. Tell Logos what to say, and it saves it for you:
LogosIn chat
When someone asks if the linen dress comes in size L, tell them it's in stock.
Done — I've saved that answer.
FAQUndo
Question:Do you have this in size L?
Answer:Yes! Size L is in stock.
Or type it in yourself under FAQ:
FAQ · SettingsAdd a question
Question & answer
What the agent answers when a customer asks this
The question as a customer might ask it
Do you have this in size L?
The answer the agent will send
Yes! Size L is in stock — want me to hold it for you until tomorrow?
68 characters
Other phrasings of the same question (optional)
Is size L available? ×Do you carry L? ×
Do this for the handful of questions worth answering. Don't overthink it — you can always add more later.
Before you go live
Set up tags so nothing gets lost
Your agent answers well now. Before you switch it on, two quick bits of setup so nothing slips once it gets busy — starting with tags. Tags are colored stickers for your chats that keep the important ones — an order, a complaint — from getting buried.
Describe the situation or the customer’s intent — the agent spots it anywhere in the chat.
The customer is unhappy with an order they placed
Tags that get applied
Pick an existing tag or type a new one and press Enter.
Complaint×Order×Add tag
Describe a situation in plain words, and the agent tags matching chats on its own — like flagging an unhappy customer as "Complaint."
Turn on notifications
You don't have to watch the screen all day. Tell your agent to ping you only when a chat really needs a person — like a complaint, or someone asking for you directly.
Open Notifications from the side menu and add one:
"Notifications" is in the side menu, under "Automations."
Notification · SetupSet one up
All notificationsActive Delete
When to send
The notification is sent when the chat gets one of the tags you choose.
Notification name
Complaint alert
Triggering tags
Complaint×
Sent when the chat gets at least one of the selected tags. Leave empty to get a notification on every new chat instead.
Who to send to
WhatsApp numbers of the team members who’ll get the notification.
×
972525869901
×
972545899599
Add number
Sent in the fixed template approved by Meta. You can see exactly how it looks in the live preview.
Give it a name, pick which tags set it off, and add the team’s WhatsApp numbers to alert.
Turn it on
You've done the work. Time to let your agent answer for real. Go back to Channels and flip the Auto-reply switch on.
ChannelsLive
WhatsApp
+972 55-123-4567
Connected
Auto-reply to customers
Live
The agent now replies to customers automatically, the moment they message.
Instagram
@willowco
Connect
One switch. Your agent now answers customers on its own — day and night.
Here's a real question, answered on its own — no you required:
WhatsAppLive
Live preview
Answering live
×
🤖
Willow & Co
online
Today
Do you ship to Haifa?
Yes! We ship all over the country — usually 2–4 days. 🚚
This is a test chat — real customers don't see it.
That’s it — you’re live!
Your agent handles the everyday questions, your tags keep things tidy, and you get a ping only when someone really needs you.
Next week: Now that it's answering real customers, we'll fine-tune it from those live answers — and explore a few advanced features to make it even sharper. See you in Week 3.