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The AI front desk answers customers who text, WhatsApp or email you. It answers questions, offers open times and books, or takes a request for you. You choose whether it writes drafts for you to send or answers on its own. When you get your Sapt number, Sapt puts a front desk on it for you. In Sapt, each front desk is called an agent.

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Choose how much it does on its own

Open Workflows in the sidebar and click Agents. Turn on the switch next to an agent. In the window that opens, pick Drafts for you or Automatic. To change it later, open the agent and pick a mode at the top.
In Automatic, the agent’s Can section shows Sends itself or Asks you first for replies and bookings. Asks you first makes the AI wait for your OK, even in Automatic. This setting is shared by every agent.

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Send or skip a draft

In Drafts for you, each reply waits for you, and Sapt texts you the suggested reply.
Open the conversation in your Inbox. On Reply ready to review, click Approve & send, or Edit to change it first, or Dismiss.
A text draft expires after 30 minutes, because the conversation moves on. An expired draft never sends, even if you approve it later. Write your own reply instead, or click Refresh draft on the web when the card offers it.

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Create or change an agent

Agents are set up on the web.
1

Open Agents

Open Workflows and click Agents. With no agents yet, pick a starting point: Answer every text, Book appointments or Follow up on ad leads. Otherwise click New agent, or click an agent to change it.If Sapt says Connect a text number or an inbox first, click Phone numbers and get your number.
The Agents page with no agents yet: Connect a text number or an inbox first, the starters Answer every text, Book appointments and Follow up on ad leads, and New agent
2

Fill in each section

A new agent set to Drafts for you, with Answers on, Talks to and Can, and the red note Choose a line or inbox for it to answer on
  • Answers on: the lines and inboxes it replies from. Until it has one, Sapt says Choose a line or inbox for it to answer on.
  • Talks to: everyone, or click Narrow to pick who, such as Where they came from or When they write.
  • Can: Answer questions and hand off is always on. Add Collect requests for the owner or Book appointments, not both. For booking, pick the Schedule and check the Hours. Add Change existing appointments to let it move or cancel a customer’s appointment.
  • Knows: the notes it may use, and its Instructions. Type a change under Change it with a sentence and click Suggest.
  • Hands off: set Replies to one customer in a day, at most. Past that, it hands the customer to you.
3

Try it

The Try it panel uses your unsaved changes and sends nothing. Under Start from, pick Missed call, Website request or Fresh conversation, then write what a customer would. Each reply says what the AI would do, such as Would send or Would hand off to you.On a smaller screen, click Try it at the top to open Practice conversation.
4

Save it

Click Create agent for a new one, or Save changes.

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What the AI knows

The AI answers only from what you tell it.
Tap Shop > Front desk > What the AI knows, then Your services. Write the work you do and the work you don’t, the way you would tell a new hire. Tap Save note.
  • Booking hours tell it when it can book, not when you are open. Write your opening hours in a note, so it can answer “Are you open Saturday?”. See Booking.
  • Services in your booking schedule tell it how each kind of work gets booked, such as walk-ins for tires.
  • Prices: the AI never quotes a price, an estimate, a diagnosis or how long a job takes. It says it depends on what the shop finds, and offers times.
When a customer asks something your notes do not answer, such as “Do you work on diesels?”, the AI texts you the question privately. The customer hears nothing until you reply. Reply with the answer, and the AI tells the customer. If you have not answered within 2 hours, it answers as best it can and does not ask again.

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What it can and cannot do

It can:
  • Answer texts, WhatsApp and email on its lines, at any hour.
  • Offer one or two real open times and book the one the customer picks. It needs their first name first.
  • Collect a request for you: what is wrong and when they are free. Then it texts you the rundown.
  • Move or cancel an appointment the customer already has, after they confirm.
  • Reply in Spanish when the customer writes in Spanish.
It cannot:
  • Text someone first. It only answers. The one exception: in Automatic, it writes the first text to a website request that gave texting consent.
  • Quote prices or diagnose a problem.
  • See photos customers send.
  • Take payments.
  • Book over email. Booking works over text or WhatsApp.
  • Answer on WhatsApp more than 24 hours after the customer’s last message.
  • Write replies without credits. The Agents page says Add credits before agents can write replies. when you are out.

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When the AI hands off to you

The AI steps back, without texting the customer, when they:
  • ask for a person or a call,
  • complain about the shop,
  • want to change an appointment it cannot handle,
  • or have an emergency right now, like an accident, smoke or someone hurt.
Sapt texts you that the customer needs you and what they said. Reply to that text, or answer from your Inbox. When you or your team text a customer from Sapt, the AI stops texting them. A day after your last message, it answers their next text again. To keep the AI out of one conversation until you say so:
In the conversation, click the agent chip at the top, such as Agent answering, and choose Turn off for this person. Choose Turn on for this person to hand it back.

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AI text replies in Project Settings

Project Settings also has AI text replies, with Off, Draft replies for review and Send replies automatically.
The AI text replies list in Project Settings, open on Off, Draft replies for review and Send replies automatically
This setting applies only to texts on Sapt’s shared iMessage line. For texts to your own Sapt number, the agent’s mode decides, as set above.

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Keep going

Set your booking hours

The hours the AI books into.

Use the Inbox

See every conversation the AI and you handle.