How does the OpenKuai WhatsApp agent work?
Each sales rep gets their own WhatsApp business number on the official Cloud API. When a customer messages in a 1:1 thread, the agent answers from the product catalogue with citations, qualifies the enquiry, and escalates to the rep when needed. Sends are gated on a human authorisation row.
The interaction unit is the 1:1 thread, not a room:
- A customer writes to one rep’s business number — the number the rep already uses, on the official WhatsApp Cloud API.
- The agent answers from the product catalogue with citations, qualifies the enquiry, and escalates to a human when policy or confidence requires it.
- A human authorises everything a customer receives — the bridge commits before it acknowledges, and sends go out only when an authorisation row exists.
- A policy engine keeps it polite — never-reply rules, quiet hours, rate limits, and disclosure.
The agent drafts by default; it never sends autonomously.