A WhatsApp AI Chatbot: Suggest or Automatic Mode, and When It Hands Over to a Person

Chatbot · 2026-11-13 · 5 min read

How the Nexus AI chatbot works: it answers only from the shop data you allow, it has two modes, and it hands a chat to a human agent when it should.

Answering from data you allow

The chatbot drafts answers with an AI model, and only from the shop data you allow, such as product info and opening hours. If the answer is not in that data, the chatbot does not make one up; it hands the chat to an agent.

A chat is also handed to a person when the customer asks to speak to one or complains. The agent then sees the whole conversation, including what the chatbot already answered.

Suggest mode and automatic mode

Suggest mode is the default: the chatbot only writes a draft, and your agent checks and sends it. It is the safe way to start and to judge the quality of the answers.

In automatic mode, answers are sent by themselves, but only inside WhatsApp’s 24-hour window. Outside that window the chatbot sends nothing.

Allowance and control

AI replies use a per-plan allowance, and you can switch the chatbot off at any time. If the AI service is unavailable, the chatbot stays silent and chats still reach your agents as usual.

Messages the AI processes are sent to the model provider (currently DeepSeek), only as much as needed to draft one answer; the details are in the Privacy Policy.

Limits

AI can be wrong. Judge the quality of its answers in suggest mode first, and you remain responsible for what is sent to your customers.