AI Chatbot
The AI Chatbot answers WhatsApp messages for you on one of your connected numbers. You tell it who it is, what to ask, and what it is allowed to say; it takes the conversation from there and hands over to a person when it should.
Each WhatsApp number has exactly one chatbot. Everything on this page is about that one number — pick a different number in the toolbar and you are configuring a different chatbot.
Before you start — AI Chatbot is part of Core and Max, so it is not available on Lite. You also need WhatsApp access on your role. Being the workspace owner does not stand in for the plan: if the plan does not include AI Chatbot, nobody in the workspace can open it.
Open AI Chatbot
In the sidebar, under Messaging, click AI Chatbot. On a phone the screen is titled AI Chatbot across the top.
Sidebar → Messaging → AI Chatbot
The toolbar — the three things you set before anything else
Everything above the tabs belongs to the whole chatbot, not to one tab. On a desktop it is one row; on a phone it splits into two, with the tabs underneath.
Left to right: which number, the five tabs, Live or Paused, and Test
Check you are on the right number
The chip on the left shows the name of the WhatsApp number you are editing. Click it and every connected number is listed, name above number.
You are picking a phone number, not a WhatsApp Business account — a business account with three numbers shows three rows.
The number you pick here follows you to the other WhatsApp pages, so check it after arriving from Campaigns or Templates
Raion Hub remembers your choice and carries it to the other WhatsApp screens. That works both ways: if you were last on a different number in Campaigns, that is the number this page opens on.
Turn it on, or leave it paused
The switch on the right is AI chatbot enabled, and the word beside it says Live in green or Paused.
This one switch saves the moment you flip it — it does not wait for the Save bar. You will see AI chatbot enabled. or AI chatbot disabled. confirm it.
Leave it Paused while you are still writing. Nothing you type reaches a customer until it says Live.
Work through the tabs
| Tab | What it is for |
|---|---|
| Brief | Who the chatbot is, and the instructions it runs on — see Write the brief |
| Playbook | Those instructions turned into named stages — see Build a playbook |
| Knowledge | The documents and answers it replies from — see Add your documents |
| Decisions | What the chatbot has asked a person about, and what was decided |
| Advanced | AI Auto Fill and the rest of the policy settings — see Fill lead fields |
Two of the tabs can carry a number beside their name:
- Playbook shows how many findings its checks turned up, in red if any of them is an error.
- Decisions shows how many decisions are waiting on a person.
Both stop counting out loud at 99+. On a narrow screen the strip scrolls sideways, with a soft fade at the edge where there is more to see.
The tab you are on is part of the address, so a link you send a colleague opens on the same tab, and a reload keeps you there. Your browser’s Back button steps out of the page rather than walking back through the tabs.
Save
A bar appears at the bottom of the screen only when you have something unsaved. It counts your changes — 1 unsaved change, 4 unsaved changes — and carries Discard and Save. Success says Chatbot config saved.
What saves immediately, and what waits for Save
This trips people up more than anything else on the page, because both kinds of control sit side by side.
| Waits for the Save bar | Saves the moment you change it |
|---|---|
| Name, Role, Tone on the Brief tab | AI chatbot enabled |
| Goal of the conversation and Instructions | Everything in Speak like your team |
| Fallback message | Every change on the Playbook tab |
| How each document is used, on the Knowledge tab | The upgrade from a v1 chatbot |
| The AI Auto Fill settings and the fields you tick | |
| The settings on the Advanced tab |
So a half-finished playbook is already live, while a half-finished brief is not.
Set the chatbot up before you have a WhatsApp number
You do not have to wait for the number. With nothing connected, the page still gives you the whole form and keeps what you write in your browser as a draft:
No WhatsApp account connected yet — set up your chatbot now and save it as a draft. It’s ready to apply the moment you connect.
Connect WhatsApp on that card takes you to Connect your WhatsApp number. Pressing Save while in draft says Draft saved — it applies once you connect WhatsApp.
Five things need a real number and so are unavailable in a draft: the knowledge base, the playbook, the live test, the AI Auto Fill link, and the AI chatbot enabled switch.
Once a number is connected the page offers your draft back — You prepared a chatbot draft before connecting WhatsApp — apply it to this account? — with Apply draft and Discard.
Applying a draft is not saving it. Apply draft fills the form and says Draft applied — review and press Save. Read it through, then press Save, or none of it sticks.
A number managed in another workspace
One number has one chatbot, and it is edited in the one workspace it was set up in. If you reach it from a different workspace you can read everything and change almost nothing. A banner says so:
This number’s AI agent is managed in Raion Tech — the workspace it was set up in. You can read everything here, including the knowledge base; edits are made there so one number keeps one set of answers.
The workspace’s own name is in that sentence. If you are already a member of it, a Switch to button with the same name takes you there; where the name cannot be looked up it reads another workspace instead.
Two things still work from here:
- AI Auto Fill stays editable, because which fields get filled is decided per workspace.
- Testing still works — reading the chatbot is not editing it.
The AI chatbot enabled switch is greyed out.
If your chatbot shows a v1 · legacy pill
An older chatbot shows a v1 · legacy pill beside its name and has only two tabs, Brief and Knowledge. There is no playbook, no AI Auto Fill, no confirmations and no follow-ups on it.
The Upgrade to v2 button beside the pill moves it across, keeping the name, tone, role, your instructions, the fallback rule and every knowledge source — nothing is rewritten.
Upgrading cannot be undone. There is no way back to v1. The confirmation screen says so, and it is accurate.
If something goes wrong
| What you see | Why | What to do |
|---|---|---|
| AI Chatbot isn’t in your plan, with a View plans button | The plan does not include AI Chatbot, and you are the owner | Open View plans and upgrade to Core or Max |
| AI Chatbot isn’t in your plan, with no button | Same, but you are not the workspace owner | Ask a workspace owner to upgrade |
| No AI Chatbot access | The plan is fine; your role is not | Ask a workspace owner or an admin for WhatsApp access |
| No number chip in the toolbar at all | No WhatsApp number is connected yet | Set the chatbot up as a draft, then connect a number |
| Test is greyed out | No number is connected, or the settings are still loading | Connect a number, or give the page a moment |
| AI chatbot enabled is greyed out | This number is managed in another workspace | Use the Switch to button in the banner |
| Failed to update chatbot enabled state. | The switch did not reach the server | Flip it again — it is the one control that never queues behind Save |
| Failed to save config. | The save did not land | Press Save again; check your connection first |
| The Save bar shows a character limit instead of a change count | The Instructions or the goal is over its limit | Trim the field — see Write the brief |
| You saved the Brief and customers see no difference | A playbook is running the conversation, not your instructions | See Build a playbook |