Product guide
OneThread Product Overview: WhatsApp AI with Human Handoff
OneThread is being developed for small businesses that handle customer conversations through WhatsApp. The product concept pairs AI support for routine questions with a way for a teammate to step into the same business conversation when a person is needed.
What the product is designed to do
The goal is to help a business respond to common, well-defined questions and collect useful details for the team. For example, an assistant may gather the product type, quantity, and deadline needed before a teammate prepares a custom quote. The assistant should use information the business has reviewed and approved.
When a customer asks for a person, the question is unusual, or the assistant lacks a reliable answer, the team should be able to take over. The customer remains in the same business conversation, and the teammate can see the context already shared. The team can decide when a routine conversation is ready to return to AI.
- AI is intended for repeatable tasks with clear source information.
- People remain responsible for exceptions and judgment calls.
- Customers should have a clear way to ask for a teammate.
What OneThread is not
OneThread is currently an early-access product. This documentation describes the product direction and service principles; it is not a promise that a feature is already available to your business. The website waitlist is the place to hear when early access opens.
The product is not intended to make every customer decision automatically or to replace a teammate in sensitive situations. Businesses remain responsible for the information they approve, the policies they set, and the responses their team sends.
Where to start
If you are evaluating WhatsApp AI for your business, begin by listing your most common questions and the approved answers. Mark which requests require a person, decide who owns handoffs, and note how the customer should hear about the next step.
For practical planning, see the related guides below on preparing business information for an AI assistant and designing a human handoff on WhatsApp.