A new Draft with AI button sits inside the WhatsApp Customer card on every order. Click it, and the AI writes a short, ready-to-send message right into the same textarea you'd use for a saved template — no copy/paste, no tab switching. You still pick when to send and what to send.
Reply Assist reads the order in front of you and picks the right tone:
- A heads-up that the order is being prepared, or that it's on the way
- An out-of-stock note asking the customer about a substitution
- A warm "thanks for ordering again" for returning customers
- A polite ETA-update for orders running long
You don't pick the scenario — the AI does it from the order data. Each draft costs 1 credit. Read the draft in the textarea, edit if you want, then click Send Whatsapp message as usual.
This is meaningfully different from the "AI" customer messaging you'll see on most other platforms. Most of them are mail-merge in disguise — pick a canned template, fill in {customer_name}, send. Reply Assist generates a new message every time, tuned to your specific order:
- The wording for a returning customer's substitution is different from a brand-new customer's first-order substitution.
- A 50-minute-old "preparing" order gets a more apologetic ETA tone than a 15-minute-old one.
- If you run your panel in Bahasa Malaysia or Chinese, your draft comes back in that language too — same quality of natural, polite copy.
The AI is strictly forbidden from inventing things it doesn't know: it won't claim an item is in stock when stock tracking says it isn't, won't quote prices the system didn't give it, won't promise specific delivery times. If you spot it making any of those up, that's a bug — let us know.
Nothing leaves your account until you send it. Reply Assist is a writing helper, not a chatbot. No autonomous sends, no inbox watching, no bulk broadcasts.
The button shows up automatically inside the WhatsApp Customer card for Owners, Staff, and Managers. Drivers don't see it — dispatching is their concern, customer messaging isn't. The WhatsApp Customer card must be turned on (Settings → Apps → SendStatus) — without it, there's no send button to go with the draft.
If your credits run low, an inline Top Up button appears instead of a draft. If your platform isn't set up for AI yet, your administrator can enable it in settings.
With Reply Assist, all three of this season's AI advisors are now live: Catalog Advisor, Timing Advisor, Restock Forecast, and Reply Assist. They're independent — use whichever one matches the question you have.