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How to Get the Most Out of Entagl

Master your AI assistant setup with this step-by-step guide to testing, configuring, and optimizing your automated customer support

Entagl Team
6 min read

Getting started with Entagl is easy, but getting the most out of it requires a strategic approach. Whether you're automating Instagram DMs, handling WhatsApp support, or managing customer inquiries across multiple channels, this guide will help you optimize your AI assistant for maximum impact.

Follow these six essential steps to ensure your AI delivers accurate, helpful responses while seamlessly integrating with your team's workflow.

1. Test Your AI Agent

Before going live, it's crucial to test your AI assistant thoroughly. This ensures your customers receive accurate, helpful responses from day one.

How to test:

  • Navigate to Agent Configuration in the sidebar
  • Click Test Agent to open the test chat interface
  • Role-play as a customer and ask common questions:
    • Product prices and availability
    • Stock status for specific items
    • Product recommendations based on preferences
    • Order status and tracking
    • Frequently asked questions from your customers

Testing reveals gaps in your AI's knowledge and helps you identify what needs updating before your customers interact with it.

2. Identify What Needs Updating

During testing, you'll likely discover areas where your AI needs more information or guidance. Here's how to address different types of gaps:

Missing Business Information

If your AI is missing crucial details about your business, update the following under My Business:

  • Business details (name, location, contact info)
  • Current offers and promotions
  • Frequently asked questions
  • Product catalog and pricing
  • Email templates and contact information

Response Style Issues

If the AI's tone or responses need adjustment—things it should say differently or avoid entirely—go to:

  • Agent Configuration → DM Guidelines
  • Add specific "Do" and "Don't" guidelines
  • Refine the tone and messaging style

Regular updates ensure your AI stays current with your latest products, policies, and brand voice.

3. Set Up Handover & Team Access

Once you're confident in your AI's responses, it's time to configure the human handover system and team access.

Configure Handover Settings

  1. Go to Agent Configuration → Handover
  2. Add your WhatsApp number for notifications
  3. Set your handover reasons—specific situations where the AI should notify you and pass the conversation to a human:
    • Complex product inquiries
    • Refund or complaint requests
    • Custom order requirements
    • Technical support issues
    • VIP customer interactions

Invite Team Members

  1. Navigate to Settings → Team Members
  2. Invite team members who will handle customer conversations
  3. Each team member should add their own handover WhatsApp number
  4. Assign appropriate roles and permissions

This ensures smooth collaboration and that the right person gets notified when human intervention is needed.

4. Connect Your Channels

With your AI tested and handover configured, connect your customer communication channels:

Connect Instagram

  1. Go to Settings → Integrations
  2. Connect your Instagram account
  3. Enable both:
    • Comments - Automatic responses to post comments
    • DMs - Automated direct message replies

Connect Facebook

  1. In Settings → Integrations, connect your Facebook account
  2. Enable both:
    • Messenger DMs - Automated responses to Messenger conversations
    • Facebook Comments - Automatic responses to post comments

Other Channels

You can also connect:

  • WhatsApp Business - Handle customer inquiries and even send targeted WhatsApp campaigns
  • Telegram - Automate Telegram support conversations
  • Website Widget - Add AI chat support directly to your website

Each channel can be enabled or disabled independently, giving you full control over where your AI responds.

5. Control AI Hours

Not ready for 24/7 automation? Entagl lets you decide when your AI assistant is active.

To set AI hours:

  1. Go to Agent Configuration → AI Hours
  2. Choose your active hours and days
  3. Configure different schedules for different channels if needed

Pro tip: Many businesses start by letting the AI work overnight and during weekends—times when human support isn't available. This provides 24/7 coverage without overwhelming your team.

You can expand AI hours gradually as you build confidence in your assistant's performance.

6. Stay Involved

Even with automation, staying engaged with your customer conversations is essential for continuous improvement.

Monitor the Dashboard

  • Keep your Entagl dashboard open to track AI responses
  • Review conversation quality regularly
  • Identify patterns in customer questions

Jump In When Needed

You or a moderator can take over any conversation at any time:

  • Replying from Instagram/WhatsApp: Entagl automatically pauses the AI for that conversation
  • Replying from inside Entagl: The AI is also paused, giving you full control

This hybrid approach ensures customers always get the best possible experience—whether from AI or a human team member.

Continuous Improvement

  • Review AI performance analytics
  • Update guidelines based on real conversations
  • Refine handover triggers as needed
  • Keep your product catalog and FAQs current

The more you engage with the system, the better your AI becomes at handling customer inquiries.

Ready to Optimize Your Customer Support?

By following these six steps—testing thoroughly, updating strategically, configuring handover, connecting channels, controlling hours, and staying involved—you'll maximize the value of your Entagl AI assistant.

The result? Faster response times, happier customers, and a team that can focus on high-value interactions while AI handles routine inquiries.

Start optimizing your AI assistant today or explore our complete feature set to see what else Entagl can do for your business.

Frequently Asked Questions

How long should I test my AI before going live?

We recommend at least 30-50 test conversations covering different scenarios. The more thoroughly you test, the better prepared your AI will be for real customer interactions.

Can I pause the AI for specific conversations?

Yes! Simply reply to a conversation from Instagram/WhatsApp or from within the Entagl dashboard, and the AI will automatically pause for that conversation.

What happens if the AI doesn't know the answer?

When configured properly, your AI will either provide the best available answer based on your knowledge base or trigger a handover to your team based on your predefined handover reasons.

Can different team members have different handover numbers?

Absolutely! Each team member can set their own WhatsApp number for handover notifications, ensuring the right person is alerted for their assigned conversations.

For more detailed guides and documentation, visit our Help Center or contact our support team.