The AI Agent is an optional add-on for $19 a month on any paid plan (Basic, Growth, Pro or Enterprise). It answers people's WhatsApp messages from what you tell it about your organization, day and night, and passes anything it can't answer to your team.
What it knows
Open AI Agent in the sidebar and fill in the boxes under What the AI knows:
| Box | What to write |
|---|---|
| About us | Who you are and what you do, in a few sentences |
| Where we are | Address, parking, how to find you, online links |
| When | Service times, office hours, class or meeting times |
| Questions people ask | One question and its answer per line |
| Who to contact | Who people should reach for anything else |
Two more places it can learn from, on the same page:
- Your website pages: add up to 5 pages of your own website (About, Visit us, Admissions, FAQ…). MsgOrb reads their text when you add them and again every week. Read again updates a page straight away. Only public pages that show their text without a login can be read.
- More information: paste longer text, up to 20,000 characters, from a handbook, welcome pack, PDF or FAQ sheet.
For each question, the agent uses the parts of your pages and More information that match it, so a long website doesn't slow it down or cost more.
When a message is about an event you sent, the agent also knows that event's details: date, time, venue, organizer, dress code, parking, cost and agenda. It uses nothing else. It never invents times, prices, places or promises.
When it answers
- 1Smart Replies and keywords answer first. Event answers, GIVE, JOIN, check-in and payment questions work exactly as before.
- 2The AI Agent answers the rest: a question no Smart Reply covers, or a message when no event is open.
- 3Simple messages are left alone. *ok*, *thanks*, *amen* or a thumbs-up get no reply.
It answers in the person's language
The agent replies in the language the person writes in. Write your boxes once, in your own language; a member who writes in Spanish, Portuguese, French, Arabic, Hindi, Indonesian or another language gets the answer in that language.
When it hands over to your team
If the answer isn't in what you wrote, the person is told that someone from your organization will get back to them, and the message waits for your team in the Inbox. These always go to a person, whatever the boxes say:
- refunds and complaints
- emergencies and anything about a child's safety
- anything personal or private
- anyone who asks for a person
It never asks for passwords or card numbers, never takes payments, and can't see or change bookings or accounts.
Starting, pausing and cancelling
- Click Start AI Agent, then Confirm and start. The $19 is charged to the card on your plan, then monthly.
- Pause the AI stops the answers without cancelling; Smart Replies carry on.
- Cancel add-on keeps it working until the end of the month you paid for.
Limits and Meta's fees
- Your plan includes 2,000 AI answers a calendar month on Basic, 5,000 on Growth and 10,000 on Pro and Enterprise.
- Need more? On the AI Agent page, Add 1,000 answers for $10. It is charged to the card on your plan straight away; extra answers are used only after the month's included ones.
- What carries over: your plan's included answers are for that month only, so any you don't use are gone on the 1st. Extra answers you paid for and didn't use carry over to the next month until they're used.
- Tick Top up automatically to add 1,000 more for $10 whenever they run out, up to 5 times a month. If the card is declined, it switches itself off and the page tells you why.
- With no answers left, messages go to your team until the 1st. Nothing is charged unless you add answers or switch on automatic top-up.
- Its answers are replies inside the 24-hour window the person opened. Meta includes 1,000 free a month for your number, then charges its Utility rate to your own WhatsApp Business Account. MsgOrb adds nothing.