Documentation Index
Fetch the complete documentation index at: https://docs.eat-now.io/llms.txt
Use this file to discover all available pages before exploring further.
Common questions
Will the agent reply to my customers without me knowing?
Will the agent reply to my customers without me knowing?
Not while shadow mode is on — every reply is a draft you approve first. When you turn shadow mode off, the agent sends directly, but you can take over any conversation at any time and see everything it sends in your inbox. See Shadow mode.
What languages does it speak?
What languages does it speak?
The agent replies in the customer’s own language — including Darija written in Latin letters — and follows along if they switch mid-conversation. You can also set custom language rules.
Can it take payments or deposits?
Can it take payments or deposits?
It never handles card details itself. When a booking requires a deposit, the agent sends your secure EatNow payment link, just like the rest of the platform.
What happens with allergies or complaints?
What happens with allergies or complaints?
The agent doesn’t improvise on anything sensitive. It sends a brief, careful reply and hands the conversation straight to your team — this protection is built in and can’t be switched off. See Safety rules.
Does it talk over my team?
Does it talk over my team?
No. As soon as anyone on your team replies in a conversation, the agent goes quiet there for a while (the silence window, 30 minutes by default). See Trigger.
What if it runs out of credits?
What if it runs out of credits?
It stops replying on its own and hands every conversation to your team, so customers are never left waiting. Top up to switch it back on. See Credits.
Can I keep my existing WhatsApp number?
Can I keep my existing WhatsApp number?
Yes. Follow the Connect WhatsApp Business guide and choose the Coexistence option to keep the number you already use.
Troubleshooting
The agent isn't replying at all
The agent isn't replying at all
Check, in order:
- Agent enabled is on (Settings → AI Agent → Activation).
- You’re inside any schedule you’ve set — outside those slots, it stays quiet.
- Shadow mode isn’t hiding sent messages: in shadow mode replies are drafts in your inbox, not sent automatically.
- Your credit balance isn’t at zero.
- The contact isn’t on your block list.
- Your team hasn’t just replied — the agent waits out the silence window first.
It gave a wrong or outdated answer
It gave a wrong or outdated answer
The answer almost always comes from your knowledge base. Search for the relevant entry and correct or deactivate it. For prices, hours, and seasonal policies, double-check nothing is out of date. Use the test panel to confirm the fix.
It replied in the wrong language
It replied in the wrong language
If you’re on Match the customer, the agent mirrors the customer’s most recent message. If you need a specific policy, switch to Custom rules and spell it out.
It says there's no availability when there is
It says there's no availability when there is
Availability comes live from EatNow — check the date’s shifts, room/table setup, and any block hours. If a room must be chosen, make sure your rooms are set up so the agent can offer them.
It won't take a booking I expected it to
It won't take a booking I expected it to
Make sure the matching action is enabled under What the agent can do — for example, Create a reservation or Modify a reservation. Disabled actions are invisible to the agent.
It's escalating too often
It's escalating too often
Review your EatNow defaults and custom rules. A broad keyword rule can catch more than you intended — narrow the keywords or change the action. Platform safety rules can’t be changed (and shouldn’t be).
Still stuck?
Contact us
Message the EatNow team on WhatsApp and we’ll help you get your agent dialled in.