Wasel, in action

Create a Tawasol workspace and add accurate FAQs, policies, prices or service details to the Knowledge Center. Prepare or sync the sources, check their status and connect the channel you want to use. Test a representative customer question and the handoff path in your Inbox before relying on the replies.

Wasel uses the customer’s message, conversation context, prepared business knowledge and enabled skills. It can answer from available information, ask a clarifying question when the request is unclear, or mark the conversation for team follow-up when human attention is needed. Test these paths using your own business scenarios.

Wasel is designed to explain when the requested information is unavailable and offer team follow-up instead of providing an unsupported detail. If the question itself is unclear, it can ask for clarification. Your team can add recurring missing answers to the Knowledge Center and test the updated content.

Wasel can ask for contact details when the customer requests team follow-up, a callback or a quote and the workflow needs a way to reach them. Website chat can use an in-chat form when appropriate. Collected details are saved on the customer contact for the team to review.

Tawasol marks the conversation Needs attention in the shared Inbox rather than creating a separate customer ticket. Your team sees the chat and a summary of the request, AI response and result, then continues with the customer in the same channel.

When your team takes over and AI is paused, Wasel stops automated replies in that conversation. New customer messages continue to arrive. The team can use Resume AI to enable replies to future messages after reviewing the conversation and any business decisions made during follow-up.