What your assistant does

Your OMAI assistant is an AI that reads every WhatsApp message a customer sends to your connected number, looks up your own business information, and writes a reply in your business’s name. It runs on Meta’s official WhatsApp Business Platform (Cloud API), so your customers use ordinary WhatsApp and install nothing.

What it does

• Replies in Hebrew or English at any hour, usually within seconds of the message arriving.
• Answers from your services, prices, business hours, FAQs, policies and uploaded documents.
• Keeps the thread in mind: the last 8 turns of the conversation are sent with each new message.
• Hands the conversation to your team when a customer asks for a person, sounds frustrated, or raises a sensitive topic.
• Stops replying in a conversation the moment somebody on your team presses Take over or Pause AI.
• Writes every message — the customer’s and its own — into your shared inbox, where your team can read and step in.

What it answers from

Before writing anything, OMAI searches your business knowledge for passages that match the question and places up to 5 of them into the assistant’s instructions for that one message. The assistant is instructed to answer from that material and never to invent prices, availability, promotions, policies or service details.

Business knowledge comes from two places. The structured records you keep on the Settings screen — services, business hours, FAQs and policies — and the files you upload on the Knowledge base screen. Both end up as searchable passages in the same knowledge base.

Editing a service or an FAQ does not reach the assistant on its own. The structured records are compiled into knowledge when you press Sync details from settings on the Knowledge base screen. Until then the assistant keeps answering from the previous version — see how business knowledge is built.

Be clear-eyed about how strong that grounding is. The rules that tell the assistant to stay inside your material are instructions in its prompt, not a filter on the way out. A relevance check and a groundedness check do run on every answer, but they ship in observe-only mode: they record what happened and never stop a reply. A wrong or over-confident answer is possible, so test with the test simulator and keep your knowledge current.

When it replies and when it stays quiet

A customer message goes through a fixed series of checks before an answer is written. When any of them stops the message, the customer gets nothing at all — no error, no apology — and the message still lands in your inbox for a human to answer.

When it hands the conversation over

Handover is decided from the customer’s own words, not from any measure of how well the assistant thinks it can answer. It fires when:

• The customer asks for a person — words such as human, agent, representative, real person, speak to someone, or נציג, בן אדם, לדבר עם מישהו.
• The customer sounds frustrated — awful, terrible, scam, angry, worst, or גרוע, נורא, מאוכזב, נמאס, רמאים.
• The message raises a medical, legal, financial or emergency topic, including high-risk wording such as chest pain, ambulance or lawsuit.
• The reply the model produced failed OMAI’s output check — empty, longer than 900 characters, leaking its own instructions, or calling itself a language model.
• Your plan’s AI answers are used up, or the subscription is blocked.

On a handover the customer receives one short acknowledgement (only while the 24-hour window is open), the conversation is set to waiting for a person and appears under the Handoff filter in your inbox, and OMAI also tries to email the account owner a link to the inbox. That email carries no message content. Details in how handover works.

Where every control lives

What it does not do

• It does not measure its own certainty. Nothing in the product decides that a particular answer is shaky and routes it to a person for that reason — handover fires on the triggers listed above.
• It does not book appointments, take payments or write to any outside system. It answers in text.
• It does not create leads. A signed-in member of your team tags a conversation to track it — see leads.
• It does not send the first message. It replies to customers who wrote to you; reaching out first needs an approved WhatsApp template.
• It does not read images, voice notes or documents a customer sends. It works from the text of the message.
• It does not browse your website. Only material you added in OMAI is searched.