WhatsApp Agent (Genny)
Genny is our flagship bilingual WhatsApp AI agent. It answers customer enquiries, qualifies leads, books meetings, takes payments, and hands off to humans on WhatsApp Business — wired into your CRM, calendar, and knowledge base.
WhatsApp is where your customers already are, and a growing inbox means slower replies, missed messages, and customers ghosted overnight. First-response time decides who wins the deal, and manual coverage cannot hold it around the clock. Most WhatsApp tools are inboxes only — they route messages to a human and stop there.
Genny replies natively in English, Cantonese and Mandarin, grounded in your knowledge base. As a tool-calling agent it books meetings, updates leads and sends payment links inside the chat; it asks the right qualifying questions, scores fit, and routes hot leads to the right team member instantly. When a human is genuinely needed it detects that and hands off with the full conversation context, so the customer never repeats themselves.
Delivery includes WhatsApp Business API setup (WaSender or Cloud API), knowledge-base ingestion with retrieval, an agent persona, tone and guardrails tailored to your brand, escalation rules, business-hours logic and out-of-scope fallbacks, plus an admin inbox with live chat takeover and an analytics dashboard. See it in production in our WhatsApp customer service case study, or book a scoping call.
Frequently Asked Questions
What vendors can orchestrate an AI agent to handle SMS, WhatsApp and voice with failover to a live agent in Singapore?
Genium Group builds channel-specific AI agents—a WhatsApp agent (Genny) and separate AI voice phone agents—that share the same CRM, knowledge base and escalation rules, so a conversation can hand off to a live agent without the customer repeating themselves. Each channel agent runs on its own infrastructure (WhatsApp Business API/Cloud API for WhatsApp, telephony integration for voice); SMS is not currently part of the WhatsApp agent offering, so a business in Singapore wanting unified SMS+WhatsApp+voice failover in one product would need to combine Genium's WhatsApp and voice services rather than deploy a single all-channel platform.
Does it support WhatsApp natively, not via a workaround?
Yes, Genium's WhatsApp AI agent (Genny) is deployed directly on the WhatsApp Business API, using either WaSender or the official Cloud API, rather than bridging through a third-party inbox tool. Setup includes native business-hours logic, knowledge-base retrieval and an admin inbox with live chat takeover, so the agent operates inside WhatsApp Business itself rather than as a workaround layered on top.
Can it handle multilingual conversations?
Genny replies natively in English, Cantonese and Mandarin, grounded in the client's own knowledge base rather than generic translation. Language handling is built into the agent's persona and tone configuration during delivery, so responses stay on-brand across all three languages rather than reading as machine-translated.
How does the AI agent know when to escalate to a human?
Genny escalates when a query falls outside its configured scope, confidence is low, or the situation is flagged as genuinely needing a person, based on escalation rules set during delivery. When it hands off, it passes the full conversation history and context to the human agent, so the customer isn't asked to repeat themselves; out-of-scope fallbacks and business-hours logic are configured upfront as part of the setup.
What is a WhatsApp AI agent?
A WhatsApp AI agent is a tool-calling system that operates inside WhatsApp Business to answer customer enquiries, qualify leads, book meetings, take payments and escalate to a human when needed—rather than just routing messages to an inbox. Genium's version, Genny, is wired into the client's CRM, calendar and knowledge base so it can update records and send payment links directly within the chat, not just hold a conversation.
How long does it take to deploy a WhatsApp AI agent?
Deployment time for Genium's WhatsApp AI agent depends on the scope of setup: WhatsApp Business API configuration, knowledge-base ingestion, persona and guardrail tuning, escalation rules, and admin inbox/analytics setup. Businesses with a smaller knowledge base and fewer system integrations complete these steps faster than those needing deep CRM or calendar wiring; exact timelines are confirmed during a scoping call rather than fixed in advance.