Arabic AI customer service works when the AI understands the customer's request, answers from current business facts and knows when to clarify or involve the team. Translating the interface is only one part of that work.
Start with a small set of tasks: product questions, policies, appointment questions and requests for a person. Evaluate Arabic and English separately, then check follow-up and mixed-language messages.
Give the customer agent the right job
Replify separates two audiences:
- Customer AI agent: helps customers using business Knowledge and published customer instructions.
- Merchant Assistant: helps authorized workspace members understand their operation and prepare or perform permitted work under the applicable approvals.
A merchant's private request must not become a customer reply. Merchant Assistant replies and customer-facing AI allowances are also separate. Review the current billing catalog rather than assuming unlimited customer replies.
Prepare Arabic and English business facts
Add reliable sources in AI Knowledge, including approved websites, files or manual text. Keep policies, product details and service information current. Remove conflicting or obsolete sources.
A language test is not a substitute for checking the fact. An Arabic answer and its English counterpart should give the same verified policy. For changing prices, order states or availability, use the authorized current source where the connected workflow supports it; do not turn an old document into a live-data claim.
If information is missing, the agent should explain the gap or ask for the necessary detail. It must not invent the answer.
Publish customer instructions deliberately
- Open Workspace Settings → AI → Customer AI, or the AI Agent shortcut.
- Start the instruction assistant and describe your business, common customer requests and handoff rules.
- Explain the communication style you want, including tone, reply length and relevant dialect.
- Review the full business background and customer instructions using View instructions.
- Choose Publish these instructions → Publish now.
- Use Test customer replies to evaluate the result without messaging real customers.
A saved draft does not change live behavior. Closing the drawer preserves saved work. The AI configuration guide covers the current settings and review steps.
Evaluate the language customers actually use
The following are synthetic test prompts, not customer results or a guarantee of dialect coverage:
| Language pattern | Example request | What to check |
|---|---|---|
| Arabic | متى يوصل طلبي؟ | Recognizes an order-status question and asks for missing identifying information. |
| English | When will my order arrive? | Uses the same business facts and current-message language. |
| Mixed | طلبي shipped ولا للحين؟ | Understands the shipping intent without inventing a shipment event. |
| Follow-up | أقصد الطلب الثاني | Corrects the intended record rather than repeating the first answer. |
Reply language follows the current message unless another language is explicitly requested. Do not let retrieved text or a dashboard locale silently switch an English customer turn to Arabic.
Evaluate understanding, factual accuracy, tone, follow-up context and the next action. Include an unavailable fact and a request the agent should not perform.
Make human handoff clear
For a conversational handoff, the customer must explicitly request a person or clearly accept the AI's specific transfer offer. Missing information or a sensitive question can prompt an explanation and an offer; it does not by itself approve the transfer.
Silence, thanks or an unrelated new question are not approval. Manual assignment, guided-flow handoff and failure routing follow their own rules.
Once the team owns the active task, AI pauses on it. The teammate reads the private summary and recent messages, takes ownership and records the next step. Use Assign to AI when AI can safely resume. See human handoff and AI return.
Check response ownership and delivery
Review whether the workspace uses AI replies, automations or both with automation priority. A guided response or active human owner retains priority; do not run several responders independently.
Do not disturb, sender identity, provider reply eligibility and template requirements still apply. A correct generated answer is not proof of delivery. The message-handling guide explains how these paths work together.
Roll out with a repeatable quality review
Start with a small, representative question set and record the expected facts and behavior. Review Arabic, English, corrections, ambiguous requests, missing Knowledge and handoffs. Change one issue at a time and repeat the affected examples.
Use the same review when policies, Knowledge or instructions change. Track actual errors and useful outcomes, not an invented accuracy score.
Explore Replify's customer AI and shared workspace, then follow the AI setup guide. For the team side of the workflow, read the WhatsApp shared-inbox guide.
