Welcome to the official support center for Connect AI! We're here to help you get the most out of your AI-powered assistant.

​

​

Getting Started

 

What is Connect AI?

Connect AI is a professional mobile application that provides a powerful AI assistant for your WhatsApp Business account. You can train the AI with your own unique business knowledge, and it will provide instant, accurate replies to your customers 24/7. Our app is a Meta-Verified Tech Provider and integrates with the official WhatsApp Business Platform through our trusted partner, 360dialog.

 

Who can use Connect AI?

You need to use a WhatsApp Business (not individual or personal) account for Connect AI. It’s designed for busy small business owners and solo entrepreneurs who want to:

• Save time by automating replies to common questions.

• Capture new customer leads (names, emails, inquiries) 24/7.

• Seamlessly manage appointment bookings through an intelligent AI secretary.

​

 

Account & Registration

 

How do I sign up?

You can create a new account using your email address and a secure password. From the LoginPage, tap "Sign up" and follow the on-screen instructions.

​

What if I forget my password?

On the LoginPage, tap the "Forgot Password?" link. You will be prompted to enter your email address, and we will send you a secure link to reset your password.

​

​

The Interactive AI Demo

 

What is the "Interactive Sandbox" Demo?

The demo is a completely free, risk-free "Private Sandbox." It allows you to experience the power of Connect AI before you subscribe. You will be able to:

1. Train a private AI with your own business knowledge.

2. Have a real-time WhatsApp conversation with an AI that you personally trained on our dedicated demo number.

3. See exactly how the AI uses your knowledge to answer questions.

 

How do I use the demo?

1. From the HomePage, tap "Try the Interactive AI Demo".

2. You will be taken to your private DemoPage. First, use the TextField to add a few facts about your business.

3. Next, you must register your personal WhatsApp number (this is so our system knows which chat is yours).

4. When you're ready, tap the "Start Your Personalized Demo Chat" button. If the private demo room is free, your phone will automatically open WhatsApp to our demo number. If it's busy, you'll be notified to try again in a few minutes.

 

What should I expect in the full app?

The demo is a simplified version to show you the power of our AI. The full, paid application is a complete "Command Center" for your business, allowing you to connect your own WhatsApp number, manage your AI, see all your captured leads, and manage your appointments, all in one place.

​

​

General WhatsApp Information

 

What is the difference between the WhatsApp Business App and the WhatsApp Business Platform?

• The WhatsApp Business App is the free app you download onto your phone. It's designed for manual, one-to-one conversations.

• The WhatsApp Business Platform (API) is a powerful system for businesses that allows for automation, AI chatbots, and integration with software like ours.

To use Connect AI, your number must be on the Business Platform. Our onboarding process handles this for you.

 

What is the relationship between Connect AI, 360dialog, and Meta?

This is a simple, three-part partnership designed to give you the best service:

• Meta (WhatsApp): They provide the core WhatsApp technology and platform.

• 360dialog: They are an official, high-level Meta partner who provides the secure, technical API connection to the WhatsApp platform.

• Connect AI: We are an official Meta Tech Provider and your "Command Center." Our app provides the AI "brain," the user-friendly mobile interface, and the powerful automations that sit on top of the 360dialog connection.

​

​

Connecting Your WhatsApp Number

 

How do I connect my WhatsApp number?

Our onboarding process is designed to be simple and secure. Follow the instructions below to get your WhatsApp number connected. 

 

Step-by-Step Procedure:

1. Click on the "Get Started: Connect WhatsApp Account" button on your Dashboard. This will launch the official 360dialog signup wizard.

2. Follow the instructions to create an account with 360dialog. The email field will be pre-filled with the email you used for Connect AI.

3. Answer questions "About your number": Select the correct answers about whether your number is or is not connected to the WhatsApp Business API and/or WhatsApp Business App. Please read the instructions carefully.

4. Embedded Signup: After you answer the questions, the process will automatically lead you to the Meta’s Embedded Signup to get your number set up. You might need to: (a) Create or select a Meta Business Account; (b) Select or create the WhatsApp Business Account you want to use; (c) Verify your WhatsApp number.

5. Select your setup: Choose how you would like to onboard. Crucially, select "Connect your existing WhatsApp Business app" if you want to use the Coexistence feature.

6. Follow the on-screen instructions to scan the QR code and complete the process.

7. After you have completed the procedure, you will be redirected back to the app. Your connection is now pending review by Meta, which can take up to 24 hours.

 

Who is 360dialog and why do I need to create an account?

360dialog is our designated, official WhatsApp Business Solution Partner (BSP). Your subscription fee with Connect AI already includes the cost of using 360dialog's service. You simply need to create an account with them during the wizard so they can provide the official WhatsApp Business API connection for your number.

 

What is "WhatsApp Coexistence"?

"Coexistence" is a feature that allows you to use both the standard WhatsApp Business App on your phone and our powerful Connect AI platform at the same time, using the same phone number. This is the recommended setup for all eligible users.

 

How do I know if my WhatsApp number can use Coexistence?

The 360dialog wizard is "smart" and will automatically detect your number's status. To be eligible, your number must meet three requirements:

1. It must have been actively using the WhatsApp Business App for at least 7 days.

2. You must have the latest version of the WhatsApp Business App installed on a smartphone with a camera (for scanning a QR code).

3. Your number must not be from a restricted region. (As of Oct 2025, unsupported regions are Nigeria and South Africa).

 

What happens if I try to connect my number but it is from an unsupported region?

The 360dialog process will act as the "gatekeeper" and will block you from connecting an unsupported WhatsApp Business App number. This protects you and your account from an unwanted migration.

 

What if I want to use Connect AI, but my number is unsupported for Coexistence?

The simplest solution is to get a new phone number with a country code from a supported region (like the US, Canada, or Hong Kong) and use that new number for your WhatsApp Business account.

​

What next after connecting to my WhatsApp number?

Once your number is connected and live, you must select a paid subscription plan from the BillingPage to activate your AI assistant and all the features of the app.

​

​

Using the App

 

How do I take over a conversation from the AI?

First, we recommend you switch off the main "Enable AI Assistant" toggle on your Dashboard. Then, you have two ways to chat with your customer directly:

1. In your WhatsApp Business App (Recommended): This is the best method for "Coexistence" users. You can just open your normal WhatsApp app, find the conversation, and send a manual reply.

2. In the Connect AI App: Navigate to the Conversations page, tap on the chat, and use the TextField at the bottom to send a manual message.

 

How do I train my AI?

You can train your AI from the "Knowledge Base" tab.

1. Type a short fact: Use the text box at the top of the page to type a single, clear fact (e.g., "Our business hours are Monday to Friday, 9am to 5pm") and tap the "Add" button.

2. Upload a file: Tap the + button to upload a document. Our "Smart File Uploader" will read the text, use AI to clean it, and add it to its knowledge.

 

What are the file upload rules?

The limits are based on your subscription plan:

• Starter: 10 files, 5 MB max per file.

• Pro: 25 files, 10 MB max per file.

• Premium: 50 files, 15 MB max per file.

• Allowed formats: .pdf, .docx, .doc, and .txt.

 

Can I upload photos or videos?

No. The AI "brain" can only read text. Our "Smart File Uploader" is designed to extract text from documents. It will reject image or video files.

 

How do I delete knowledge?

In the KnowledgeBasePage, simply tap the trash can icon (🗑️) next to any knowledge item to delete it instantly.

 

How do I use my captured leads?

Go to the LeadsPage from your HomePage. You can tap the "copy" icon (content_copy) next to any lead to instantly copy their formatted contact information.

​

​

AI Appointment Secretary

 

How do I set up my availability?

Our "AI Secretary" is designed to be simple and powerful. You give it a set of rules from the AppointmentSettingsPage:

1. Set "Standing Orders": Set your standard appointment length, your normal work hours, and your default strategy (e.g., "Take a message").

2. Add "Custom Rules": Use the TextField to add simple, text-based rules, just like a knowledge base.

• Good Example: "Every Friday is only 9am-1pm half-day work."

• Good Example: "My lunch break is from 12:00 to 12:30 on Mondays."

1. Set "Holidays" (Date Overrides):   Use the “Manual Input Schedule / Appointment” button at Schedule & Appointment page to block time  as required so your AI secretary knows you are not available at the specific time slot. 

​

How does the AI book an appointment?

The AI will have a natural, text-based conversation with the customer. It will use all of your rules to find an available time.  When a time is confirmed, it will save it to your Appointments list.

​

​

View Conversations in Connect AI

 

What is the "Conversations" page for?

This is a "Quick Look" tool for you to monitor your AI's performance and see a unified history of all conversations. You can use this page to:

• Quickly review customer chats in one place.

• Manually send a quick text message from within the app if needed.

This is not a replacement for your WhatsApp Business App. For the full, native experience (sending images, voice notes, etc.), we recommend you continue to use your standard WhatsApp Business App as your primary manual chat tool.

​

​

Billing & Off-boarding

 

How do I manage my subscription?

You can upgrade, downgrade, or cancel your subscription at any time.

1. Go to the "Manage Subscription & Billing" page in the app.

2. Your app will show you your current plan.

3. Tap the "Manage My Subscription" button. This will open the secure, official Stripe Customer Portal, where you can manage all your billing details, download invoices, and change your plan.

 

What happens if I cancel? (Off-boarding) 

You have a simple, safe, and professional off-boarding process.

1. Cancel in Stripe: First, you must cancel your subscription via the Stripe Customer Portal. Your Connect AI app features (including the AI assistant) will remain active until the end of your current billing period.

2. API Disconnection: To align with our partner billing cycles, all numbers that are not on an active, paid subscription are scheduled for disconnection from our API platform. This is a standard cleanup process that our team runs before the end of each calendar month.

3. Using Your WhatsApp Business App: For users on the "Coexistence" plan, you can continue to use it for manual conversations, just as you did before. You will simply stop receiving AI replies from our platform once your subscription ends.

​