How to Review Chats and Reply to Customers From an AI Assistant
Ask an assistant connected to Chatfuel MCP to summarize recent chats, find unanswered customers and FAQ gaps, reply after your yes, or return a chat to the AI.
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An AI assistant connected to the Chatfuel MCP server can read your bot's customer chats, summarize them and reply to a customer for you. The assistant finds chats nobody answered, handoffs waiting for your team and questions the FAQ doesn't cover, and it sends a message only after you approve the exact text.
How to get a summary of recent chats
Ask, for example:
- "Daily check: summarize yesterday's chats of my bot and list suggested fixes. Don't change anything."
- "How are the recent chats going? Which customers are waiting for an answer?"
The review covers the latest 25 chats, or up to 100 chats in a period you name. The summary shows chats by status, customers whose last message has no reply, chats handed off to your team, messages that weren't delivered, repeated customer questions and questions the FAQ doesn't cover. A review changes nothing.
How to improve the bot from its chats
Ask "Look at my recent chats and improve my bot's answers." The assistant finds the gaps, proposes FAQ entries, instruction lines and handoff rules, and applies them one at a time after your yes. Then it tests the new answer in a sandbox chat.
How to reply to a customer
Ask "Reply to the customer who wrote most recently and tell them we will call them back tomorrow." The assistant drafts the message and sends it only after you say yes to that exact text. Each message needs its own yes.
Before you approve, keep in mind:
- A sent message can't be recalled.
- WhatsApp accepts free-form messages only within 24 hours of the customer's last message, and Messenger and Instagram within 7 days. Outside that window, nothing is sent. The rules are in the 24-hour messaging window.
- Sending moves the chat to live chat and assigns it to you, so the AI stops replying in that chat.
How to take over a chat or give it back to the AI
- "Take over the chat with Maria, I'll answer her myself." The chat moves to live chat with you, and the customer sees no message.
- "Give the chat with Maria back to the AI." Live chat closes, and the AI answers the customer's last message right away.
The assistant asks a yes/no question that names the chat first. How live chat works in the dashboard is in how to close live chat.
Common issues
Why doesn't the AI answer in my latest chat anymore?
The chat is probably in live chat, where your team answers instead of the AI. Ask the assistant to give the chat back to the AI.
The assistant refuses to reply in my test chat
Sandbox (preview) chats are for tests only, and the assistant doesn't send messages there. Ask it to test a reply with a sample customer message instead.