Waya · Automation and AI

What your team repeats twenty times a day Waya does it.

Rules that assign, tag and reply with nobody watching. Macros that resolve a complete case in one click. And an AI that answers the simple things and prompts the agent on the rest, with the customer's history in front of it.

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12
Automatic actions
1
One click per macro
3
Campaign types
Rule · Complaints to after-sales Active
When
A conversation is created
If
channel is WhatsApp
message contains “return”
Then
Assign to the team After-sales
Add tag complaint
Send an acknowledgement
It runs on its own, day and night Without touching a thing
Less repeated work Four triggers, twelve actions Saved replies by command Response-time agreements AI that answers and suggests
Rules

When this happens, do that.

A rule is built in three blocks: what triggers it, which conditions must hold, and what Waya does. They combine with AND and OR, and run on every incoming message with nobody supervising them.

Four triggers

Conversation created, conversation updated, conversation reopened and message created. Those four cover the whole cycle of a case.

The event

Conditions you combine

Channel, team, agent, tag, country, browser language, source page, campaign and any custom attribute you have created.

The filter

Twelve actions

Assign to an agent or team, tag, reply, attach, mute, snooze, resolve, notify the team by email, send the transcript and fire a webhook.

The result
Assign to an agent Assign to a team Add tag Send message Send attachment Notify the team Send transcript Mute Snooze Resolve Fire a webhook Cancel
Macros and saved replies

A complete case, in one click.

A macro chains together what an agent would do by hand: reply with the right template, tag, assign to the department and close. Saved replies are called up by typing a slash and the name, without leaving the text box.

  • Macros you can run from the phone too
  • Saved replies with /comando
  • Fields that fill themselves in: name, amount, date
  • Bulk actions across several conversations at once
  • A command palette so you never leave the keyboard
Saved replies
/estado-pedido Where the delivery is going and when it arrives
/datos-factura Tax ID, legal name and email
/devolucion Timescales and what the customer needs
Macro · Close complaint
1  Send /devolucion
2  Tag as resuelto-postventa
3  Assign to Quality
4  Mark as resolved
On the phone too
Artificial intelligence

It answers the simple things. And to the agent it whispers the rest.

Waya's AI works on two fronts. Facing the customer, it answers the questions already resolved in your help centre and in past conversations. Facing the agent, it drafts, improves, translates and finds the missing detail, without leaving the conversation.

Assistant · speaks to the customer

It trains on your help centre, your past conversations and the FAQs you approve. It answers first, and when the case calls for it hands over to a person with the context already assembled.

It answers before anyone else

Copilot · speaks to the agent

It drafts the reply from the thread, improves a hastily written draft, translates it and finds the article that solves the case. The agent decides whether to use it.

It suggests, it does not send

Detected questions

It finds what customers ask and your help centre does not yet answer, and proposes it as a new article. The knowledge base grows around what is actually being asked.

It spots the gaps

Customer memory

It keeps what matters about each customer between one conversation and the next: preferences, recurring problems, agreed terms. The next reply already knows.

It does not start from scratch
Copilot
Hi Rosa. Order 4471 left the Ate warehouse this morning and is scheduled for today between 14:00 and 18:00. I will let you know as soon as the driver confirms delivery.
Use Improve Translate
Ask the copilot…

It leans on what you have already written

It does not invent the returns policy: it reads it from your help centre, from the PDFs you upload and from the pages of your own site you point it at.

  • It learns from your help centre and your conversations
  • Upload PDF documents and pages from your site
  • It can query your own APIs before replying
  • You define who it answers and at what hours
  • When it does not know, it hands over to a person instead of making things up
Time agreements

The commitment you signed, watched by the system.

You define how long the first reply, each subsequent reply and full resolution may take. Waya flags conversations approaching the limit before they breach it, and keeps a record of the ones that did.

  • Three clocks: first reply, subsequent replies and resolution
  • They apply by rule: per customer, per channel or per tag
  • A visual warning in the queue when time is running out
  • A compliance and breach report, exportable
  • The clock respects your opening hours

It is for what was agreed in writing: corporate accounts, customers on a support contract, and teams reporting to a manager who asks for numbers.

Policy · Corporate customers
First reply 15 min
Every reply after that 1 h
Resolution 8 h
Distribuidora Norte · 4 min left for the first reply
Compliance this month 96.4%
Campaigns

Writing first yourself counts too.

Three ways to go looking for the conversation instead of waiting for it: the visitor who has been staring at your prices, the customer who needs telling something on WhatsApp, and the short notice that has to arrive even with no data.

Web chat, by behaviour

It fires on what the visitor does: thirty seconds on the pricing page, a pass through the cart, a second visit that month. You pick the URL, wildcards included, and whether they are new or returning.

Automatic and continuous

WhatsApp, with a template

It uses Meta-approved templates, with the fields that change in each message. You choose who receives it by filtering on a tag or a contact segment.

A one-off send

SMS

For what absolutely has to arrive: a service outage, tomorrow's appointment, a due date. With a character and recipient counter before you send.

A one-off send
Opening hours

Out of hours, the customer still gets a reply.

Every inbox has its own hours, day by day. When a message arrives outside that range, Waya replies with what you wrote in advance, and the agreement clock does not start until the team is back.

  • Different hours per day and per channel
  • A configurable out-of-hours message
  • An automatic reply to the customer's first message
  • The reports can discount time outside working hours
Inbox · Ventas Perú
Monday to Friday09:00 – 19:00
Saturday09:00 – 13:00
SundayClosed
Out of hours
Thanks for getting in touch. The team works Monday to Friday, 09:00 to 19:00, and will reply as soon as we open. If it is urgent, call (01) 640 9490.
Questions

What people ask about automating.

Does the AI answer on its own without me reviewing anything?
Only if you decide so, and only with what you gave it. You can keep it in copilot mode, where it only prompts the agent and nobody sees anything until a person approves. Or let it face the customer, restricted to the channels, hours and contact types you define. When it finds no backing in your content, it hands over to a person rather than improvising.
What is it trained on?
On your help centre, your past conversations, the PDFs you upload and the pages of your site you point it at. It does not go inventing things off the internet: if the returns policy is written nowhere, the AI will not guess it. That is why it is worth building the help centre first.
Can I automate without using AI?
Yes, and it is what most people do at first. Rules, macros, saved replies and schedules depend on no model at all: they are conditions and actions you write. The AI comes later, once you know what repeats.
What happens if a rule gets it wrong?
You switch it off in the panel and it stops immediately. Rules are tested one at a time and can be paused while you adjust them. Nothing they did is lost: assignment and tag changes stay in each conversation's history.
Can WhatsApp campaigns be any text at all?
No, and that is Meta's rule, not Waya's. To message someone first you must use an approved template, with the variable fields marked. We help you write them and submit them for approval. Once approved, you use it as often as you like.
Waya by Búho

Start with the rule that saves you more time.

In the demo we go through a week of your conversations and tell you which three rules to build first.

Book a demo → See all features
Unlimited rules The AI switches on when you decide No lock-in

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