How it works

The path of a message

1. A customer writes to the business's WhatsApp.
2. Meta delivers the message to Atenta through the official WhatsApp Business API (Cloud API), with a verified signature.
3. Atenta identifies the business by its number and builds the context: the business's approved base, the customer's profile if one exists, and the short history of the conversation.
4. It decides how to answer. Many things are answered by code, with no model: today's menu, "how much balance do I have?", a promotions opt-out. The rest is written by the model with the base as the only source of figures.
5. It checks the reply against the base before sending it: no figure that doesn't exist in the base goes out to the customer.
6. If the message asks for something that isn't in the base, or something only a person can decide, Atenta tells the customer it will check and alerts the owner with the full thread and a label (quote, booking, emergency, department).
7. The owner sees it live in their app. They can take over the chat with one tap; Atenta stays quiet in that chat until they hand it back.

The knowledge base

It's what Atenta knows about your business: description, location, hours, contact, services with prices, policies and frequently asked questions. It's drafted at sign-up by reading your website and your social media; you correct it and approve it from the app. There is always an active version (the approved one) and a draft (what you're changing). The conversation only reads the approved one.

When Atenta didn't know something in a chat, it proposes a patch: "this is how to answer that". If you accept it, it goes into the draft and you approve it whenever you want.

Signing up with no humans involved

The /alta form creates your business in test mode: Atenta only answers the test numbers you register. You get a magic link to enter the app (no passwords). Once the base is approved and your number connected, you switch Atenta on for the public from Settings.

Who sees what

• You, from your app, see everything about your business.
• Kalia Code only comes in to operate and give support.
• Every business is isolated: one business's base, customers and conversations are never mixed with another's. This is written in code and tested on every change.
• Conversations are not used to train third-party models. The details are in the privacy notice.

What about phone calls

With the plan that includes them, Atenta also answers the phone with a voice agent that uses the same base and the same golden rule: it takes the order, confirms it over WhatsApp and passes the call to you when needed. See Calls.