Usage guide

Getting started

Set up WASEL in a few minutes: your account, your business, your first channel and your team.

How to

1. Create your account and confirm your email from the message we send you.
2. Create your business account and its first workspace (one per brand or branch). A free trial starts automatically.
3. Complete the workspace profile: description, opening hours, delivery areas and contact details — the AI agent answers from them.
4. Connect a channel from the Channels page: WhatsApp, Facebook Messenger or Instagram.
5. Invite your team from the Team page and choose a role for each person.
6. Add your products, prices and policies to the knowledge base, then switch the AI agent on.

Good to know

• The checklist on the workspace overview shows what is left to set up.
• Switch between Arabic and English at any time from the top bar.
• Turn on two-step verification in Security to protect your account.

Workspace overview

The first page of a workspace: how the last 30 days went and what needs your attention.

How to

1. See conversations, replies and the average first reply time of the last 30 days.
2. Follow open and new orders, deliveries and revenue.
3. Check that your channels are connected and healthy.
4. See how many replies the AI agent sent this month against your plan.
5. Use the setup checklist to finish configuring the workspace.

Good to know

• All figures come from your real conversations and orders.
• Team members see only the parts their role allows.

Channels: WhatsApp, Messenger and Instagram

Connect the places your customers write from. Their messages arrive in one inbox.

How to

1. WhatsApp: Channels → Connect WhatsApp → Continue with Meta. Choose your WhatsApp Business account and number, then finish (enter the two-step PIN if the number is new to the Cloud API).
2. Facebook Messenger: Channels → Connect Messenger → Continue with Facebook. Allow access to your Page's messages and choose the Page.
3. Instagram: your account must be an Instagram professional (business or creator) account linked to a Facebook Page. Channels → Connect Instagram → Continue with Facebook, then choose the Page whose Instagram account you want.
4. Open a channel to see its details and history. “Check connection” reads it again from Meta.
5. If a channel shows “Needs attention”, click Reconnect and authorize again.
6. Disconnect stops new messages for that channel; existing conversations stay in the inbox.

Good to know

• Only the workspace owner connects channels, and a recent sign-in is required.
• How many channels you can connect depends on your plan.
• A WhatsApp number, Facebook Page or Instagram account can be connected to one workspace only.

Inbox

Every conversation from WhatsApp, Messenger and Instagram, live, for the whole team.

How to

1. New messages appear immediately; the icon next to the name shows the channel.
2. Filter by status, assignee or channel, or search by name or number.
3. Open a conversation and click “Take” to handle it; your reply goes out on the same channel.
4. You can reply freely within 24 hours of the customer's last message (Meta's rule for all three channels).
5. When the AI agent is on it answers first; it stops as soon as a team member replies, and you can hand the conversation back to it.
6. Close a conversation when it is done; it reopens when the customer writes again.
7. Create an order directly from the conversation details.

Good to know

• Tags and internal notes on the customer help the whole team.
• Sales and support members see conversations assigned to them or not assigned yet.

AI agent

An assistant that answers your customers on WhatsApp, Messenger and Instagram from your own information.

How to

1. Open AI agent and set its name, tone and language, and write instructions (for example how to greet and delivery times).
2. Add your prices, products and policies to the knowledge base — the agent answers only from it and from your workspace profile.
3. Try questions in the test box before switching it on.
4. Click “Switch on”: it replies on every connected channel.
5. It hands the conversation to your team when the customer asks for a person, for complaints, payments and orders, or when it is not sure.
6. The activity list shows every reply and hand-off; the counter shows the month's AI replies of your plan.

Good to know

• The agent never invents prices or promises; when information is missing it hands over.
• Without an AI provider the agent cannot be switched on: the platform administrator sets it in Platform settings.

Knowledge base

The facts the AI agent may use: prices, products, opening rules, delivery and return policies.

How to

1. Click “Add entry”, give it a clear title and write the content.
2. Keep one topic per entry (for example “Kunafa prices”).
3. Edit an entry whenever prices change; turn off an entry to hide it from the agent without deleting it.

Good to know

• Short, exact facts work best: “Kunafa with cheese: 6,000 IQD per plate”.
• The number and size of entries depend on your plan.

Automations

Fixed replies the platform sends by itself — with or without the AI agent.

How to

1. Welcome message: switch it on and write it; it is sent once, to the first message of a new conversation.
2. Away message: switch it on and write it; it is sent when a customer writes outside your opening hours (set them in Workspace settings), at most once every 12 hours in a conversation, and not while the AI agent is on — the agent answers at any hour.
3. Keyword replies: add keywords (one per line) and the reply; when a customer’s message contains one of them the reply is sent at once and the AI agent does not answer that message.
4. Switch a keyword reply off to pause it without deleting it.

Good to know

• Automatic replies stop as soon as a team member takes the conversation or replies, like the AI agent.
• Spelling variants such as أ/ا, ة/ه and diacritics do not matter when matching keywords.
• In the inbox, automatic replies are marked “Automatic reply”.

Customers

Everyone who wrote to the workspace, with their conversations, orders, tags and notes.

How to

1. Search by name, phone or email, filter by tag and sort the list.
2. Open a customer to give them a name, email, city, tags and internal notes.
3. See the customer's conversations and orders, and create a new order from their page.

Good to know

• Internal notes are never sent to the customer.
• Messenger and Instagram customers have no phone number: their channel is shown instead.

Products

Your catalog: what you sell, at what price, and whether it is available now.

How to

1. Click “Add product”, write the name as customers ask for it and the price in the workspace currency.
2. Optionally add a category, your own product code and a short description.
3. Switch “Available now” off when a product is out of stock; switch it back on when it returns.
4. Archive products you stopped selling: they stay on record and can be restored. Delete a product only if it was added by mistake.
5. On a new order, type a product’s name in an item row to pick it: its price is filled in.

Good to know

• The AI agent answers prices and availability from the products on sale; unavailable products are mentioned as unavailable, archived ones not at all.
• Names must be unique among the products on sale, codes among all products.
• Orders keep their own copy of each item, so changing or deleting a product never changes an existing order.

Orders

Record orders from conversations and follow them until delivery.

How to

1. Click “New order”, or “Create order” in a conversation or on a customer's page.
2. Add items with quantity and price; totals are calculated automatically in the workspace currency.
3. Add the delivery area, fee and address, the payment method and notes.
4. Move the status forward: New → Confirmed → Preparing → Out for delivery → Delivered.
5. Record the payment once it is received; cancel an open order if needed (you will be asked to confirm).

Good to know

• Amounts are always recalculated on the server from the items.
• Every change is kept in the order's history.

Analytics

How your conversations, response times, team and orders are doing.

How to

1. Choose 7, 30 or 90 days.
2. Read new conversations and customers, messages, first reply time, share of conversations answered, orders and revenue.
3. Follow the daily charts; advanced plans add the busiest hours and each team member's performance.

Good to know

• Reports show counts only, never message text.
• The analyst role reads reports without seeing customer names.

Team and roles

Invite colleagues and give each one exactly the access they need.

How to

1. Open Team → Invite, enter the email and choose a role: manager, sales, support or analyst.
2. The colleague receives an email invitation and joins after signing in.
3. Change a member's role, remove a member or revoke a pending invitation at any time.

Good to know

• Each role sees only what it needs; for example the analyst sees reports but not conversations.
• The number of members depends on your plan.

Workspace settings

Your business details that the team and the AI agent use.

How to

1. Edit the name, description, industry, city, address and contact details.
2. Opening hours list the whole week, starting Saturday: enter the opening and closing time for each day and leave both empty on days you are closed. For two shifts on one day, add the second period in the rows below the week.
3. Enter the delivery areas, one per line.
4. Choose the time zone, currency and default language.

Good to know

• The AI agent answers questions about opening hours and delivery from these settings.

Plans and billing

Your plan, its limits, invoices and payments (business account owner).

How to

1. Compare plans and choose one; limits (channels, members, AI replies…) apply immediately.
2. Open an invoice to see the amount in Iraqi dinars and pay via WhatsApp or bank transfer as shown.
3. Your subscription is updated as soon as the payment is confirmed.

Good to know

• Usage of each limit is shown on the billing page.
• After the trial or an overdue invoice there is a grace period before the account is paused.

Audit log

Who changed what in the workspace, and when.

How to

1. Open Audit log to see important actions: members, channels, settings, orders and more.
2. Filter by action or date to find a change.

Good to know

• The log never contains message text, passwords or keys.

Profile and security

Your personal account: name, language, password, two-step verification and sessions.

How to

1. Profile: change your name and preferred language.
2. Security: change your password and turn on two-step verification with an authenticator app; keep the recovery codes safe.
3. See your active sessions and sign out the ones you don't recognize; review your security events.

Good to know

• Platform administrators must use two-step verification.