Your business knowledge. Your rules. Your customer channels.

Connect the channels your customers use

The agent is a FlowVerse capability, not a standalone product or an Audmai CRM feature; WhatsApp is one channel, not the product. Use supported WhatsApp, Telegram, and email connections to receive enquiries, route replies, and carry conversation context into the next business action.

Connect additional channels through their supported integration and authorized workflow. Each channel has its own identity, permissions, delivery rules, and setup; multi-channel support does not mean every inbox or account is automatically connected.

• WhatsApp conversations through the selected authorized messaging mode
• Telegram conversations through a configured connection
• Email conversations through supported Gmail or Outlook connections

Ground responses in your business knowledge with RAG

RAG means retrieval-augmented generation: the agent retrieves relevant information from the selected business knowledge base before composing an answer. Approved FAQs, service information, product guidance, and policies provide the context for customer responses.

Scope retrieval to the relevant business information and configure what happens when evidence is missing. The agent can ask for clarification, give a defined fallback response, or offer human help rather than make an unsupported commitment. Retrieved evidence improves grounding; it does not guarantee that every generated answer is correct.

Shape behavior with a system prompt and guardrails

Use a business-specific system prompt to define the agent's role, tone, service priorities, and how it should handle customer requirements. Additional instructions extend the selected agent role; mandatory platform safety rules remain in force.

Add organization-specific guardrails for what the agent may discuss, promise, or do, and when staff should take over. Configure intent routing, identity checks, permitted tools, and handoff behavior so a helpful answer does not become an unauthorized business action.

For example, a service enquiry can lead to an approved knowledge answer, clarification of the customer's needs, and a configured appointment or CRM action, or a staff handoff. FlowVerse owns workflow execution and required approvals; channel replies, saved CRM records, and delivered messages remain separate outcomes. Real healthcare data needs the applicable readiness checks.

1. Connect an authorized channel

   Choose the WhatsApp, Telegram, email, or other supported connection and map incoming messages and replies into the conversational workflow.

2. Choose the approved knowledge

   Select the business knowledge base and retrieval scope the agent should use to answer customer questions.

3. Define business behavior

   Set the agent role, system prompt, organization-specific guardrails, fallback response, and human-handoff conditions.

4. Authorize and verify actions

   Grant only the tools the workflow needs, apply identity and approval requirements, and test answers, missing knowledge, handoff, and channel delivery before activation.