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Knowledge base

Wasel answers from what your team already knows

Wasel, Tawasol’s AI support assistant, learns from your articles, files and website, then answers in your team's voice.

Start with TawasolSee how it works
Replies in your customer’s languageAsks for missing detailsSays when it doesn’t know
Meta

Verified Meta Tech Provider

Built and verified to help businesses connect with customers across Meta technologies.

Website chat · WhatsApp · Messenger · Instagram

Website chat

Wasel

AI support assistant

Customer

How can I request a return?

Wasel

Share your order number so the team can review your return request.

Returns policy

The team reviews return requests using the order number.

Illustrative conversationOn the Tawasol platform

How it works

From a source to a ready reply, step by step

    • An article, a file or your website link.
    • PDF, Word, Excel, CSV and text, up to 20 MB each.

The Knowledge Center: sources with their Processing or Ready status.

  1. 01Add a source

    • An article, a file or your website link.
    • PDF, Word, Excel, CSV and text, up to 20 MB each.
    The Knowledge Center: sources with their Processing or Ready status.

  2. 02Wait for Ready

    • The source shows as processing first.
    • Then it's ready and used in replies.
    One source marked Processing and one marked Ready.

  3. 03Customers ask

    • Wasel replies from your business info.
    • In the customer's language, Egyptian Arabic or English.

    Wasel

    AI support assistant

    Customer

    How can I request a return?

    Wasel

    Share your order number so the team can review your return request.

    Returns policy

    The team reviews return requests using the order number.

    Illustrative conversationOn the Tawasol platform

Example

Your customer asks, your content answers.

CustomerWebsite chat

  1. How much is shipping to Alexandria?

  2. Wasel

    It’s 60 EGP to Alexandria, and it arrives in 2–3 days.

FAQ

What you need to know before you start

What knowledge sources can I add to Tawasol?

Tawasol accepts written articles, supported files and public website pages. Add FAQs, service details, prices and policies that your team uses to answer customers. Supported files include PDF, Word, Excel, HTML, Markdown, CSV and text, up to 20 MB per file.

How does Wasel use my knowledge base to answer customers?

Wasel, Tawasol’s AI support assistant, uses the business content you add and prepare in the Knowledge Center. Ready sources support replies on website chat, WhatsApp, Messenger and Instagram DMs. Keep the source information accurate and current, then test customer questions before relying on the replies.

What happens when a customer asks about missing information?

Wasel is designed to explain when the answer is not available in your content and offer team follow-up. If the question is unclear, it can ask a clarifying question. Add recurring missing answers to the Knowledge Center to improve coverage.

Can Wasel answer in Arabic when my knowledge is in English?

Wasel supports Arabic and English replies and normally follows the customer’s language. Arabic customers can receive Egyptian Arabic replies even when the source content is in English. When the customer’s language is unclear, Wasel uses the main language configured for the workspace.

How do I know whether a knowledge source is ready for AI replies?

Check the source status in Tawasol’s Knowledge Center: Ready, Processing, Needs attention, Failed or Archived. A source that is still processing or has failed needs review before you rely on it for replies. After changing content, prepare or sync the updated source and test a relevant question.

Start in 3 steps

  1. Add your business info

    Your articles, files or website link.

  2. Add chat to your website

    Customers reach you right from your site.

  3. Connect your channels

    WhatsApp and Messenger when you're ready.

Start with Tawasol

Let Wasel learn your business.

Connect your knowledge and channels on Tawasol. Wasel answers from what you approve, while your team stays close to every follow-up.

Start with TawasolContact us on WhatsApp

Guided setup · Replies from your knowledge · Your team can take over at any time