MoraselA WhatsApp FAQ assistant that hands off to a person
The assistant answers the topics it's configured to answer, grounded in your approved knowledge base articles, and hands the conversation to a person the moment a question goes beyond that — a person owns anything it cannot answer.
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What breaks when common questions have no assistant
The same handful of questions arrive on WhatsApp every day — hours, pricing, returns, order status. Without an assistant grounded in approved answers, every one of them waits in the same queue as a genuinely hard request.
- An agent types the same answer to "what are your hours" for the tenth time this week
- A customer asks a routine question at midnight and waits until morning for a reply anyone could have given instantly
- Two agents give slightly different answers to the same question, because neither is reading from the same source
- A hard request gets stuck behind a queue of questions that had a known answer all along
What the assistant's answer holds
Every answer the assistant gives is tied to a configured topic and an approved source, not a guess.
- Topic
- The configured subject the question matched — hours, pricing, order status, or another topic you've set up.
- Approved answer / article
- The knowledge base article the answer is grounded in, so it reflects what staff have actually approved.
- Confidence or match
- Whether the question matched a configured topic closely enough to answer, or needs a person instead.
- Handoff reason
- Why the assistant passed the conversation on — no matching topic, a follow-up outside scope, or the customer asking for a person.
- Owner after handoff
- The agent who now holds the ticket, with the assistant's exchange kept in the same history.
What happens from question to answer or handoff
The same check runs before every reply the assistant sends.
A customer asks a question on WhatsApp
The message arrives in the same shared inbox as every other ticket.
The assistant checks it against configured topics
A question that matches a topic is answered from the approved knowledge base article behind it.
A matched question gets an answer immediately
The customer gets a reply grounded in an approved article, without waiting for an agent to type it.
An unmatched question hands off to a person
When a question falls outside the configured topics, the assistant hands the conversation to a person instead of guessing.
The person replies with full context
The agent sees the assistant's exchange in the same ticket history and continues from there.
What an assisted conversation looks like
A quick answer where one exists, a person where it doesn't.
What the team sees
The assistant clears the routine questions so the team's time goes to the ones that need a person.
- A knowledge base of approved articles that grounds both the assistant's answers and the answers staff suggest to each other
- Configured topics the assistant is set up to answer, visible and editable by the team
- A handoff reason on every ticket the assistant could not resolve, so the person picking it up knows why
- The assistant's exchange stays in the same ticket history a person continues from — nothing is repeated to the customer
- Support analytics reads assistant answers, handoffs, and resolution time from the same ticket history
What this does not do
The assistant answers configured topics from approved knowledge base articles and hands off the rest to a person — it never closes a ticket by itself, and a person owns anything it cannot answer. It does not give medical advice, does not provide open-ended support without a human backstop, and it is not a no-code bot builder — topics and articles are configured and approved by your team.
Answer the routine questions, hand off the rest
Start free and let the FAQ assistant answer configured questions from approved articles, while a person owns everything it can't.
FAQ assistant questions
Does the FAQ assistant close tickets by itself?
No — it answers configured topics and hands off everything else to a person, who owns the ticket until it's resolved.
Where do the assistant's answers come from?
From your approved knowledge base articles. The assistant only answers what your team has configured and approved, not an open-ended guess.
What happens when a question doesn't match a configured topic?
The assistant hands the conversation to a person, with a reason logged and the exchange kept in the same ticket history.
Can the assistant handle medical advice or open-ended requests?
No — it answers configured topics only and hands off anything outside that scope; it does not give medical advice or resolve open-ended requests on its own.
Do I need to build the assistant with code?
No — topics and their approved answers are configured by your team from the knowledge base, not built with code.
Is the FAQ assistant priced separately from the inbox?
No — it sits inside the same subscription as the shared inbox. The FAQ assistant runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.