The two AI agents
How the voice agent and WhatsApp agent differ, what they share, and when a human steps in.
MAZZA gives you two AI agents that work as one team. The voice agent answers your phone calls. The WhatsApp agent replies to your WhatsApp messages. They pull from the same business knowledge, so a customer gets the same accurate answer whether they call or text. And both know when to step aside and bring in a person.
The short version
Two channels, one brain. Same fleet, same prices, same policies. The voice agent talks. The WhatsApp agent texts. Both can book and capture leads, and both hand off to your team when needed.
What they share
Neither agent makes things up. They both read from the same source of truth, kept up to date from your dashboard:
- Your business profile sets the tone, the hours, and the rules they follow.
- Your fleet and catalog gives them live prices and what is available.
- Your policies (deposits, license rules, delivery, cancellation) answer requirement questions accurately.
Because the knowledge is shared, both agents can do the same core work: answer questions, check real availability, quote an exact price, create a booking, and capture a lead when a customer is interested but not ready to commit. Behind the scenes they even use the same booking and availability tools, so a booking made on a call and a booking made on WhatsApp land on the same calendar in the same way.
How they differ
The big difference is the channel. A call is live speech that happens in real time. A WhatsApp chat is text that can pause and pick up hours later, and your team can read along and jump in.
Real-time speech on the phone. The agent answers instantly, holds a natural spoken conversation, and works through the call from greeting to booking. It recognises returning callers by their number. When the call ends, it writes a clean summary to your dashboard with the outcome, the detected intent, and a sentiment reading.
There are no modes to manage. The agent simply answers every call. To change its voice, script, or language, contact your account manager.
Learn more in the voice agent overview.
The WhatsApp model is set by MAZZA
The WhatsApp agent runs on Claude Sonnet 4.6, chosen and fixed by MAZZA for the right balance of quality and speed. You shape what it says and knows in Agent Studio, but you do not need to pick a model.
The three WhatsApp modes
The voice agent always answers. The WhatsApp agent gives you a dial for how much control you keep, set per conversation.
| Field | Type | Description |
|---|---|---|
| AutonomousHands-off | mode | The agent replies to customers on its own and books for them. Your team sees everything in the inbox but does not need to act. |
| AssistedYou approve | mode | The agent writes a draft reply and waits. A teammate reviews, edits if needed, and approves before it sends. |
| ManualHuman only | mode | The agent stays quiet. Your team handles the chat themselves. The agent switches here automatically after a handoff. |
For the full picture, see agent modes and human handoff and assisted mode.
When a human steps in
Both agents are built to hand off, not to bluff. They bring in a person when the customer asks, or when a request goes beyond what they should handle on their own: complaints, anger, legal or accident questions, refunds, or anything outside their knowledge.
The customer asks, or the agent reaches its limit
A request for a manager, a complaint, or a topic the agent should not answer alone triggers a handoff.
The customer is told a person is coming
On a call, the voice agent offers to pass the caller to a human using your escalation number. On WhatsApp, the agent sends one short message confirming a real person will reach out. This happens even in assisted mode, so a waiting customer is never left behind a draft.
Your team is alerted
A customer asking for a human is treated as critical and pages your team right away, through your chosen alert channels, so someone can pick it up while the customer is still on their phone.
A promise to follow up is always a real handoff
When either agent says it will check with the team or have someone follow up, it actually alerts your team. It never says a person is coming without making sure one is. On WhatsApp, that handoff also flips the chat to manual mode so the agent steps back.
Which one does a customer use?
Your customers decide. Some call, some message. You do not route anyone. MAZZA simply makes sure every call is answered and every message gets a reply, and that both turn into a booking or a tracked lead in the same place.
Last updated June 2026