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Tutorial

Build your first bot

Answer a common question automatically, teach the AI about your business and turn the chatbot on.

15 minutesOwners and adminsUpdated

By the end of this tutorial your WhatsApp number will answer customers by itself: a keyword reply for questions about delivery, and AI answers for everything else your business has taught it. The examples are from Blue Lotus Fashion, a clothing shop.

What you need

Section titled “What you need”
  • A Soosh workspace with a WhatsApp number connected, where you’re the owner or an admin (Set up Soosh in four steps)
  • A second phone with WhatsApp, or a colleague’s, to test with

How the bot answers

Section titled “How the bot answers”

When a customer writes, Soosh tries, in order: conversation flows, then keyword replies, then AI answers. The first one that has an answer replies. This tutorial sets up the last two.

1. Add a keyword reply

Section titled “1. Add a keyword reply”

A keyword reply sends the same answer whenever a message contains one of its words. Use one for questions your team answers the same way every time.

  1. Go to Automation > Keyword replies and click Add rule.

  2. In Keywords, enter the words to listen for, separated by commas: delivery, deliver, shipping.

  3. Keep Match type on Contains, so the words can appear anywhere in the message, and Response type on Text response.

  4. In Response message, write the answer.

  5. Click Create.

    Open in Soosh
    1. Pin 1: The words that trigger the reply.

2. Teach the AI about your business

Section titled “2. Teach the AI about your business”

AI answers come from what you add to the knowledge base: your opening hours, delivery, payment, returns. Write it the way you’d brief a new colleague.

  1. Go to Automation > Knowledge base and click Add source.

  2. In Name, enter About Blue Lotus Fashion.

  3. Keep Type on Static content, and leave Trigger keywords empty so the AI always reads it.

  4. In Content / prompt, write the facts customers ask about.

  5. Click Create.

    Open in Soosh

The What the AI reads panel shows the source exactly as the AI gets it.

3. Turn on AI answers

Section titled “3. Turn on AI answers”

  1. Go to Settings > Bot settings and choose AI assistant.

  2. Turn on Enable AI responses.

  3. Click Save in the bar at the bottom.

    Open in Soosh

4. Turn on the bot

Section titled “4. Turn on the bot”

  1. Go to Automation > Chatbot. It says Off.

  2. Click Turn on bot, then Enable.

    Open in Soosh
    1. Pin 1: Turn on bot.

The badge changes to Live. From now on the bot answers new messages before they reach your team.

5. Test it

Section titled “5. Test it”

From the second phone, send your business number a question about delivery, then a question the knowledge base answers. Each gets a reply within a few seconds.

In WhatsApp, the chat with Blue Lotus Fashion:

What the customer sees

The first answer is your keyword reply, word for word. The second is written by the AI from your knowledge base, so its wording varies.

The chats also appear in Inbox > Chats, so your team can read what the bot said and take over at any time.

What you’ve learned

Section titled “What you’ve learned”
  • The bot tries flows, then keyword replies, then AI answers.
  • A keyword reply sends a fixed answer whenever a message contains its words.
  • AI answers come from your knowledge base, and only when AI responses are on.
  • Nothing is answered automatically until you turn the bot on.

Next steps

Section titled “Next steps”