AI WhatsApp Agent

How the production agent works

This demo replays canned exchanges. In production, the agent connects to your WhatsApp Business API number and your live HIBR ledger via the AI Layer (Claude Sonnet 4.6 + RAG over your ledger). When a customer messages your business number:

• Intent classification — the agent identifies what the customer is asking: invoice status, payment proof, order tracking, VAT invoice copy, refund request, opening hours, product availability, etc.
• Identity match — phone number → customer record in your HIBR CRM. If unknown, the agent asks for a TRN or order number before sharing sensitive info.
• Tool calls — the agent has authorized tools: look up invoice, send payment link, generate VAT invoice PDF, check order status against shipping provider, escalate to human.
• Bilingual — the agent detects the customer's language from their first message and replies in kind. Arabic and English are first-class.
• Human handoff — anything outside the agent's scope (negotiation, complaints, complex disputes) is routed to a human teammate with full conversation context.

What the agent never does

• Never quotes prices the agent doesn't have ledger evidence for
• Never promises a delivery date without confirming with the shipping integration
• Never shares another customer's data
• Never authorizes a refund without explicit customer ID + order + reason match
• Never claims to be human

The first message in every conversation includes "I'm HIBR's AI assistant — a human is on standby if you need them." Honest by design.

Why WhatsApp matters in the UAE

WhatsApp Business has >95% penetration among UAE SMBs and their customers. A UAE customer expects to message a business and get an answer within minutes — outside business hours, in Arabic if they prefer. Email is for compliance; WhatsApp is for relationships. Master plan §17 strategic recommendation #7: "WhatsApp-first customer experience. UAE SMB owners live in WhatsApp."