How to make AI answer technical support without inventing responses
How to configure an AI agent to answer technical and commercial requests from B2B clients based only on your company's documentation — never guessing.
Technical and commercial requests from B2B clients are rarely generic — they depend on the contract, the contracted service, or the account history. A wrong or outdated answer costs more time to correct than the original request would have cost to answer well the first time.
This guide shows how to configure an AI agent that only answers with what your company has confirmed, using WhatSMS's AI Agents.
Step 1 — Load the knowledge base with real documentation
Upload the technical documentation, service catalog, and internal policies you already use to answer clients — as PDF, text, or structured FAQ. The AI agent learns exclusively from what you upload, not from generic internet knowledge.
Step 2 — Configure handoff for when the answer isn't documented
Set up automatic transfer to a human colleague whenever the question falls outside what's in the knowledge base — with the full history, never a "let me check and get back to you" lost among other conversations.
Step 3 — Review, message by message, what was said on behalf of the company
In the Unified Inbox, every message shows whether it was answered by the AI or by a team member. This lets you quickly audit the most sensitive answers, without needing to review every conversation from start to finish.
Why this protects the client relationship
An AI agent that only answers with what's documented avoids the worst-case scenario of B2B support: an answer inconsistent with what the client contracted. The team keeps full control over what's said on the company's behalf, and the client stops receiving information that later needs correcting over the phone.
You can set up this AI agent for free with the WhatSMS free account and test it with your company's real documentation before any commitment.
Frequently asked questions
Can the AI answer with wrong information about a specific contract?
The AI agent answers only with what is in the knowledge base your company has uploaded. When it doesn't have an answer, it hands the conversation off to a human colleague, with the full history, instead of risking a made-up answer.
What kind of documents can I upload to the knowledge base?
Technical documentation, service catalog, and internal policies and FAQ — any PDF or text material your company already uses to answer clients.
How do I know what was answered by the AI and what by a person?
Message authorship is distinguishable — your team always sees, message by message, what was answered by the AI and what by a person.
Does the agent learn on its own over time, without me updating anything?
No. The agent answers based on what is currently loaded in the knowledge base — if a service or a policy changes, the corresponding document needs to be updated so the answer reflects the change.
Does this work for commercial requests, not just technical ones?
Yes. The same knowledge base can include service catalog and commercial conditions, so the agent answers both technical questions and questions about what your company offers.