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Ready-made messaging agents

Six ready-made agents answer your customers on WhatsApp, and four of them also work on Messenger and Instagram. Each one is ready for one job: you answer a few questions about your business, connect the channels you use, and it gets to work. This page covers what each one does, what it needs, how setup works and the limits worth knowing before you start.

The six

Sales & Support Assistant - answers your customers on WhatsApp, Messenger or Instagram from your own business information, day and night. See below.
Shopify Sales Chat - answers your Shopify shoppers on WhatsApp, Messenger or Instagram about products and orders, and helps them buy. Needs Shopify.
Call Receptionist - answers WhatsApp calls to your number as your AI assistant, and takes messages for your team. WhatsApp only.
Appointments & Reminders - two agents. The Appointments Assistant lets customers book on WhatsApp, Messenger or Instagram through your Calendly, and the optional Daily Appointment Reminders sends a WhatsApp reminder the day before. Needs Calendly.
Ad Leads Qualifier - answers the people your ads send to WhatsApp, Messenger or Instagram, asks your qualifying questions and keeps every lead in a Leads list.
Template Manager - manages your WhatsApp message templates and sends them to customers who agreed to hear from you. It works for you, not your customers, and needs only your WhatsApp connection.

For the four that work on all three, each channel is optional: connect the ones your customers use, one or several. Connecting an email account is optional for the first five. With it, the agent can email your team, for example when a customer needs a person or a new lead arrives.

Setting one up

Start from the use case's page on our website, or pick its blueprint in the console. You can set it up in a chat with the Hania assistant, or on your own with the blueprint's setup screens. Either way it takes about six short steps.

Answer a few questions. Your business's name, what you sell or do, how people can reach a person, and anything else the agent should know. Each agent asks for what it needs.
Connect your channel. Click Connect with Facebook and sign in with Facebook in the pop-up window. There's no token to copy. Then:
- WhatsApp: pick your business and number, and verify the number with the code Meta sends.
- Messenger: choose your one Facebook Page.
- Instagram: choose the one Facebook Page your Instagram account is linked to.
For the customer-facing agents this connects it as a channel, so messages reach the agent. Connect each channel you want the same way.
Add your information. Your services, prices, opening hours and policies. The agents answer only from this, so it's worth being thorough. You can add more at any time from the agent's knowledge.
Connect anything else it needs. Shopify or Calendly, and email if you want it.
Try it. Ask what your customers would and read the replies. On WhatsApp, message your number from your phone. On Messenger, message your Page from your personal Facebook account. On Instagram, message your account from a different Instagram account, because an account can't message itself.

The agent's Tools tab lists the channels and apps you can still connect, with a Connect button beside each.

What you can connect

You need a Facebook account that can manage your business on Meta, and for each channel:

WhatsApp: a phone number. A number that's in the WhatsApp Business app on a phone can't be connected yet. A new number needs Meta to approve its display name before it can send messages. A number shared with another platform receives messages in Hania only when Conversation routing in Meta Business Suite sends them to Hania, and Hania warns you if this applies when you connect.
Messenger: your Facebook Page. If the agent gets no messages, check Settings > Conversation routing in Meta Business Suite: Hania's app must be your Page's default app, and Meta's own Business AI must not be taking control of conversations.
Instagram: an Instagram professional account linked to your Facebook Page. You also need to turn on one setting in the Instagram app, or the agent never receives messages: Settings > Messages and story replies > Message controls > Connected tools > Allow access to messages.

A number, Page or Instagram account answers for one agent at a time.

How the agents treat your customers

They say they're your AI assistant - in the first reply, and they help only with your business. None of them is a general-purpose chatbot.
They answer only from your information. When the answer isn't there, they say so and give your contact details.
They see photos. A customer can send a photo and get an answer about it. For voice notes, videos and documents, they ask the customer to type instead.
They remember returning customers when they write again on the same channel.
Phone numbers. On WhatsApp the agent sees the customer's number. Messenger and Instagram don't share it, so the agent asks for a number when your team needs one, and the customer can say no.
They point people to your team. For orders, payments, refunds and complaints, they give the customer your team's contact details. Your team doesn't read the chat, so connect an email account if you'd like the agent to send your team a summary as well.
They reply, they don't start. The customer-facing agents only answer people who message you. Messenger and Instagram don't let a business start a conversation. On WhatsApp, only Daily Appointment Reminders and the Template Manager start conversations, and only with approved templates sent to people who agreed to hear from you.

Sales & Support Assistant

It tells customers about what you offer, your prices, opening hours and policies, using only the information you give it. For orders, bookings, payments, refunds and complaints, it gives the customer your team's contact details rather than handling them itself, and emails your team a summary if you've connected email.

Shopify Sales Chat

It answers questions about your products, prices and what's in stock, helps people choose and suggests a fitting extra item when it helps. It sends a link to buy on your own Shopify checkout. For refunds, returns and complaints, it gives the shopper your support contact. It never changes your store.

It shares an order's status and tracking only when the shopper gives the order number and the email used for the order. A shopper without an order number can instead confirm their email with a 6-digit code that Hania emails them, with the subject "Your verification code", and it then lists that email's orders. It never uses a WhatsApp number to identify a shopper, and never shares a delivery address, phone number or payment details. It can look up orders from the last 60 days. For an older order, it gives the shopper your support contact.

Connect Shopify the same way as for any Shopify agent. See Shopify tool. For a chat on your store's website instead, use Shopify Sales & Support.

Call Receptionist

It answers WhatsApp calls to your business number with a natural voice, greets callers as your AI assistant and answers questions about your hours, location, services and prices. When someone needs a person and you've connected email, it takes a message and emails it to your team. Without email, it gives the caller your contact details. It answers the number's WhatsApp messages too.

Turn on calling. In Channels, open Edit on the WhatsApp channel and switch on Calling. WhatsApp only allows calling for numbers whose messaging limit is 2,000 or more. See Messaging channels.
It doesn't transfer calls. It takes a message instead.
How a call ends. When the caller hangs up, or after a silence.

Appointments & Reminders

The Appointments Assistant answers questions about your services, prices and hours on WhatsApp, Messenger or Instagram, checks your open times in Calendly and sends a link so customers book themselves. It never books, cancels or changes an appointment for anyone. To change or cancel, it points customers to the links in their Calendly confirmation email, and for anything else it can't do, it gives them your team's contact details. Connect Calendly with a personal access token. See Calendly tool.

Daily Appointment Reminders

An optional second agent, Daily Appointment Reminders, sends each customer a WhatsApp reminder the day before. Each time it runs, it finds tomorrow's appointments in Calendly and sends a reminder with your approved template to each person who gave their WhatsApp number when booking. It never messages anyone else, never sends the same reminder twice, and reports what it sent and what it skipped.

Reminders always go out on WhatsApp, because Messenger and Instagram don't let a business message first. So they need your WhatsApp number connected, whichever channels the Appointments Assistant answers on. It needs a little more than the Appointments Assistant:

Calendly and your WhatsApp connection - to read tomorrow's appointments and send from your number.
A booking question that asks for the person's WhatsApp number, added to each of your Calendly event types. You tell the agent which question it is.
An approved reminder template, and the language it's in. Meta reviews every template before it can be sent. You can create one on the Templates screen.
Your time zone, so "tomorrow" means your tomorrow.
A time to send each day. It's an autonomous agent, so it runs on a schedule. If you set it up with the Hania assistant, it asks what time you'd like and sets the schedule for you. If you use the setup screens, give the agent a daily schedule yourself. Schedules are in UTC, so convert your local time first.

Each reminder fills three values into your template: the person's name, your business's name, and the date and time written out, such as "Saturday 7 November at 11:30 am". The rest is your template's own wording. For example: "Hi Sam, this is a reminder of your appointment with Lumen Studio on Saturday 7 November at 11:30 am. To change it, please use the link in your booking confirmation email."

You can also ask it things like "Send tomorrow's reminders now" or "Who was skipped and why?"

Ad Leads Qualifier

It answers the people your ads and links bring to WhatsApp, Messenger or Instagram, asks your qualifying questions one at a time and keeps every lead in a Leads list. It says it's your AI assistant and never makes promises for you.

The Leads list comes with the agent, as a collection with a Pipeline board. Each lead holds the person's name, their phone number, what they're looking for and their answers. Leads from every channel you connect go into the same list, and a returning person's lead is updated rather than added twice.
The phone number. On WhatsApp it's taken from the chat, so nobody has to type it. Messenger and Instagram don't share it, so the agent asks once for the best number to reach them. If they'd rather not give one, the lead is kept without it.
Four statuses: New, Contacted, Won and Not a fit. The agent adds every lead as New, and your team moves them on.
A name already in use. If your workspace already has a collection called Leads, or you set this up twice, the new list is called "Leads (2)", "Leads (3)" and so on.
An older Leads list keeps its original WhatsApp number field. New lists have a Phone number field instead, which isn't required.
The Free plan holds one collection. If you're already using it, remove a list or upgrade before you add the Leads list. See Plans.
It can't tell which ad someone came from. Everyone who messages you gets the same agent and the same questions.

Template Manager

It works on your WhatsApp Business number when you ask, in a chat with you in Hania. It isn't a customer chat, so it needs your WhatsApp connection but no channel.

Lists your templates with their review status and quality. It never guesses a template's status.
Explains rejections - why a template was rejected and how to fix it.
Drafts new templates with you, including from Meta's ready-made ones, before submitting them for review.
Sends approved templates, and free text within 24 hours of a customer's last message, only to people who agreed to hear from you.
Asks first before it deletes, archives or copies templates.

Everything it does is also on the Templates screen, if you'd rather click.

What WhatsApp costs

Meta bills WhatsApp messages to your own WhatsApp account, separately from Hania.

Replies to customers are free for up to 1,000 a month per number.
A chat started from a Click-to-WhatsApp ad in the WhatsApp phone app opens a free window of up to 7 days, in which Meta charges nothing for replies.
Template messages, such as reminders and marketing, are billed by Meta by category and country.

For a number connected with Facebook, Meta also needs a payment method on your WhatsApp account before it will send. Hania's own usage is billed as usual. See Billing.