WhatsApp AI agents that answer from your own content, and know when to hand over

A flow-based chatbot follows the buttons you draw. An AI agent reads what the customer typed, looks for the answer in material you gave it, and writes a reply in its own words. That makes it good at the long tail — the question about parking, whether the abaya comes in a longer size, a request phrased in a way nobody predicted — and weaker at anything that has to be exactly right every time.

Gallabox builds its agents around a few jobs: answering questions from a knowledge base, qualifying leads by asking what your sales team would ask, and handing the conversation to a person along with what it learned. Gallabox lists an AI appointment-booking agent as coming soon, so for now we keep bookings in a flow, where the date and time come from a calendar rather than from the model.

Inside the inbox, Essential and above also give your team AI help: suggested replies, rewriting a draft and translating a message. Those draw on the same monthly AI credits as the agent.

The same agent can work on more than one channel. On Gallabox's Basic plan it runs only in your website chat widget. AI agents on WhatsApp and Instagram start on Essential. Advanced adds AI voice: an agent that answers inbound calls on WhatsApp and on your phone line, with voice minutes billed on usage on top of the plan.

Every plan includes a monthly pool of AI credits: 500 on Basic, 2,000 on Essential and 8,000 on Advanced, with a custom pool on Enterprise. Credits are used each time the AI does work — writing a reply, searching the knowledge base, translating, scoring a conversation. The allowance resets each billing cycle, unused credits don't carry over, and extra credits can be bought as top-ups.

Our advice is to launch on one channel, read two weeks of transcripts and check credit use before deciding the plan is right. An agent that answers in one good message uses less than one that goes back and forth.

An agent is only as accurate as what it reads. On Gallabox the knowledge base holds the files it answers from: 10 MB of Word and PDF documents on Essential, 100 MB on Advanced with website pages as a source too, and 1 GB with all source types on Enterprise. Gallabox's plan table lists no knowledge-base storage on Basic, so the web agent there works from the instructions you write.

What goes in: the current price list, delivery areas and charges, branch locations and hours, return and exchange rules, warranty terms, and the questions your team answers most. Write it as plain questions and answers, not a brochure. Remove old PDFs; an agent will quote last year's offer if it finds it.

Then the instructions: the tone you want, what the agent must never answer — a diagnosis, a legal opinion, a delivery date nobody has confirmed — and exactly when it hands over. One person on your side should own the knowledge base and update it whenever prices or policies change.

Gallabox does not publish a claim about how well its agents understand Arabic, let alone Kuwaiti dialect, and we won't make one on its behalf. Customers here write shlonkum and abi, switch to English halfway through a sentence, and sometimes type Arabic in Latin letters. The only honest way to know how an agent copes is to test it.

Before launch we collect real messages from your chat history — dialect, mixed languages, typos and a few off-topic questions — and run them against the agent. We check every answer for accuracy and tone. Where it fails, we fix the knowledge base first, because a clearer document usually fixes more than a longer prompt.

We write the Arabic knowledge base in Gulf Arabic rather than translating the English one, and we set the agent to hand over whenever it isn't confident. Voice notes are common in Kuwait, so decide up front what happens when one arrives, and test that path too.

Since 15 January 2026, Meta has not allowed providers whose main product is a general-purpose AI assistant on the WhatsApp Business Platform. AI that helps a business serve its own customers is outside that ban. An agent that answers questions about your clinic, shop or showroom is fine; its instructions should keep it there and have it politely decline everything else.

Agent replies are ordinary service messages in Meta's billing. Until 30 September 2026 they are free inside the 24-hour customer-service window. From 1 October 2026 each business number gets 1,000 free service messages a month, and after that Kuwait's service rate is $0.044 per message before the provider's markup. Conversations that start from a Click-to-WhatsApp ad stay free for 72 hours after your first reply.

Meta also runs its own Business Agent, which it has charged per token since 1 August 2026, at $2 per million tokens. That is a separate Meta product, not the Gallabox agent this page describes.