ConvortAI Documentation
Set up your WhatsApp instance, configure AI behaviour, organize customer operations, and understand supported integrations.
Get Started in 8 Step-by-Step Actions
Follow this clear rollout path to connect your WhatsApp instance safely, configure AI guidance, and prepare your team for live customer conversations.
Account Access
Create your ConvortAI workspace account or sign in to your existing team workspace.
Create WhatsApp Instance
In your workspace dashboard, create a new WhatsApp instance for your business phone number.
Open WhatsApp Linked Devices
On your physical business phone, open WhatsApp > Settings or Menu > Linked Devices > Link a Device.
Scan Displayed QR Code
On your phone, open WhatsApp, go to Linked Devices, choose Link a Device, and use the WhatsApp scanner to scan the QR code displayed in ConvortAI.
Configure Business & AI Rules
Set your business type, AI persona, language preference, tone, and specific business instructions.
Add Products & Knowledge
Add product catalog items, custom confirmation fields, saved media groups, or automated response sequences.
Test Bot in Trial Chat
Send test messages from another WhatsApp number to review reply quality, business information, media responses, and staff takeover behaviour where configured.
Review Wallet & Controls
Confirm your wallet balance, check metered usage rates, and train staff on human takeover and AI pause controls.
Browse Structured Categories
Explore seven distinct operational sections to find exact setup guides, technical specs, and practical troubleshooting.
Getting Started
Account creation, legal acceptance, trial planning, and pre-connection preparation checklist.
Open Category Guide Guide 2WhatsApp Setup & QR Rules
QR connection basics, linked-device rules, session ownership, and reset login reconnect behavior.
Open Category Guide Guide 3Intelligence & Reply Behavior
Configure AI instructions, business context, and reply modes (Always Text, Always Voice, Text Preferred).
Open Category Guide Guide 4Voice Notes & Cost Control
When voice replies help, when text is safer, and how to keep costs visible and controlled.
Open Category Guide Guide 5Products, Customers & Orders
Products setup, custom confirmation fields, customer profiles, and structured order context.
Open Category Guide Guide 6Sequences & Media Groups
Welcome flows, media groups, template capture, and reusable customer messaging logic.
Open Category Guide Guide 7Daily Operations & Safe Controls
Auto-reply control, pause/resume shortcuts (.0, .00, .1), Stop Engine vs Reset Login.
Open Category Guide Guide 8Courier & Client Integrations
Supported courier status, credentials testing, and operational readiness guidelines.
Open Category Guide Guide 9Plans, Wallet & Usage
Subscription plans ($9, $29, $89), included capacity, wallet usage, and current source values.
Open Category Guide Guide 10Launch Safety & Responsibility
Go-live checklist, WhatsApp policy compliance, avoiding cold abuse, and client responsibility.
Open Category GuideWhatsApp Instance & QR Linking Flow
Understand how your WhatsApp instance connects to ConvortAI, how sessions are maintained, and how to reconnect cleanly when needed.
| Operational Action | Procedure & Expectations | Status / Outcome |
|---|---|---|
| Instance Creation | Create a dedicated WhatsApp instance entry in your ConvortAI workspace dashboard. Align instance ownership with the team member responsible for the phone. | Ready for QR |
| QR Scan via Linked Devices | On your phone, open WhatsApp, go to Linked Devices, choose Link a Device, and use the WhatsApp scanner to scan the QR code displayed in ConvortAI. | Connected |
| Reconnection | If network disruption occurs, ConvortAI attempts automatic background socket reconnection. Keep the phone connected to active internet. | Reconnecting |
| Reset Login | Use Reset Login when changing the linked phone or clearing a stuck session. This removes active auth credentials and presents a fresh QR code. | Session Cleared |
AI Configuration & Reply Behavior
Learn how to define your AI assistant persona, supply structured business context, select reply modes, and manage human handoff.
| Configuration Field | Description & Operational Purpose | Best Practice / Recommendation |
|---|---|---|
| Bot Name & Business Type | Identifies your AI assistant persona and primary business domain (e.g. Retail, E-commerce, Clinic, Real Estate). | Use your official brand name and specific industry for grounded context. |
| Language Preference | Sets primary response language (e.g., English, Urdu, Roman Urdu, or multilingual auto-detection). | Define Roman Urdu or English clearly if your audience mixes both in chat. |
| System Instructions | Core rules, greeting guidelines, fallback instructions, and boundaries the AI must observe during chats. | Keep instructions concise, bulleted, and factual. Avoid vague or conflicting prompt text. |
| Catalog & Product Context | Product catalog details, item pricing, stock status, variants, and service terms used for customer inquiries. | Keep item titles and prices updated so AI replies match current inventory. |
| Admin WhatsApp Number | Designated staff WhatsApp number to receive immediate alert notifications when orders or handoffs occur. | Ensure the admin number is actively monitored during business operating hours. |
Supported AI Reply Modes
Text Preferred (Recommended)
Understands incoming voice notes and text messages, but responds in clean text by default. Provides optimum cost control and fast reviewability.
Customer Preference
Mirrors the customer's format—replying in voice notes when audio is received, and in text when text is received.
Always Text
Forces all outgoing AI replies to remain strictly formatted as text messages, regardless of incoming customer media.
Always Voice
Generates audio voice responses for every customer interaction where voice output is supported in your workspace plan.
Media Library, Groups & Sequence Workflows
Organize reusable photos, media collections, and automated conversation sequences to handle repeated customer inquiries efficiently.
| Automation Element | Definition & Operational Function | Usage & Behavior |
|---|---|---|
| Media Library | Individual stored image, video, audio, or document files uploaded to your workspace. | Used for single asset attachments in product or support replies. |
| Media Group | A named collection of related media items (e.g., catalog photos, size charts, portfolio items). | Delivered together in response to relevant customer requests. |
| Sequence Group | An ordered chain of messages, media sends, and delay intervals configured for automated execution. | Executes multi-step outreach or customer follow-up flows. |
| Welcome Sequence | Automated sequence triggered when a new customer initiates their first conversation. | Introduces your business and prompts for initial inquiry details. |
| Keyword Sequence | Sequence triggered automatically when an incoming message matches configured keyword triggers. | Delivers specific info when terms like "pricing", "catalog", or "location" match. |
| Shortcut Sequence | Pre-configured sequence triggered manually by staff from the dashboard thread view. | Allows staff to send multi-message templates with a single action. |
WhatsApp Groups as Content Libraries
Where configured in your workspace, dedicated WhatsApp groups can serve as live content libraries. Uploading media or templates to a designated content group allows ConvortAI to index those assets for customer automation.
Customer 360, CRM & Order Operations
Manage customer records, track conversation history, capture structured orders, and supervise CRM pipeline progression.
Customer 360 Profiles
Consolidates phone numbers, display names, custom confirmation fields, total conversation history, and order count into a unified operational profile.
Workspace Orders
Captures structured order details during chat conversations, including item selections, custom confirmation field values, shipping details, and status.
CRM Pipeline Stages
Organizes customer threads by operational stages (e.g., New Lead, Info Sent, Order Pending, Confirmed, Completed) for team oversight.
Follow-ups & Updates
Schedules automated follow-up prompts and sends delivery or status updates to customers based on workspace activity.
Operational Handoff Lifecycle
Logistics & Catalog Integration Scope
Understand how courier tracking and product catalog context operate within your ConvortAI workspace settings.
WooCommerce Product Catalog
Configured or imported WooCommerce product catalog data can be formatted into AI context where available.
PostEx Logistics
Connect PostEx courier merchant credentials to perform parcel tracking lookups and generate booking payloads where configured.
Leopards Courier
Connect Leopards Courier merchant credentials for consignment tracking lookups and booking dispatch within supported setups.
Subscriptions, Wallet & Usage Rates
Understand how monthly subscription plans, optional services, and metered usage rates operate separately in ConvortAI.
- Core WhatsApp workspace plan
- 7-day trial with $1 AI credit
- Standard AI response features
- Growth WhatsApp workspace plan
- 7-day trial with $1 AI credit
- Expanded workspace operations
- Pro WhatsApp workspace plan
- 7-day trial with $1 AI credit
- High-volume workspace capacity
Metered Usage Rates (Deducted from Wallet)
Minimum wallet top-up: $5. Optional Full Setup Service: $49.
| Usage Item | Exact Approved Rate | Billing Rule |
|---|---|---|
| AI text | $0.003 per reply | Deducted when AI generates a text answer for an incoming customer message. |
| Image | $0.007 per image | Deducted when AI processes an incoming customer image. |
| Voice note | $0.010 per voice note | Deducted when processing incoming customer voice audio transcription. |
| Generated voice | from $0.020 per reply | Deducted for generating outgoing audio voice note responses. |
| Sequence or template | $0.0005 per item | Deducted per item when an automated sequence or template step is dispatched. |
| Media file | $0.001 per file | Deducted per file when media assets are sent in conversation. |
Launch Safety & Compliance Guidance
Best practices for operating WhatsApp automation responsibly, maintaining account safety, and understanding client obligations.
1. Dedicated Business Line
Use a dedicated business phone number for automated WhatsApp customer conversations rather than personal personal lines.
2. Avoid Bulk Unsolicited Spam
Only message customers who have opted in or contacted your business. Sending unsolicited bulk messages violates platform terms and risks number restrictions.
3. Relevant & Grounded Content
Keep AI instructions grounded in real product details, accurate pricing, and clear terms. Vague or deceptive replies damage customer trust.
4. Credential & Key Security
Keep workspace passwords, API keys, and session links confidential. ConvortAI support will never ask you to share passwords or API secrets.
Practical Troubleshooting & Diagnostics
Step-by-step diagnostic guidance for connection issues, media delivery, sequence triggers, and login resets.
QR code is not appearing in the connection panel
QR code expired before scanning
Connection state stuck in 'Reconnecting'
WhatsApp logged out notification on phone
Media file or group fails to send in chat
Keyword or Welcome Sequence does not fire
AI reply is vague or unaligned with business rules
Courier tracking lookup returns no result
Frequently Asked Questions
Factual answers to common questions about setup, connection, reply modes, billing, and support.
Ready to Configure Your ConvortAI Workspace?
Start your 7-day trial with $1 AI credit or reach out to official support for custom onboarding guidance.