AI That Responds to Your Leads 24/7 on Webchat, SMS, Missed Calls, and WhatsApp

A homeowner visits your website at 10:47 PM and asks:

Do you provide gutter cleaning in my ZIP code?

Another potential customer sends a text message while your office manager is helping someone else.

A third person calls while you are driving between jobs. You cannot answer, so they hang up and call the next contractor on Google.

By the time your team checks the messages the next morning, some of those prospects may already have hired another company.

Small service businesses cannot always keep someone available to answer:

• website questions;
• text messages;
• WhatsApp conversations;
• phone calls;
• after-hours inquiries;
• weekend leads.

The owner may be:

• working on a job;
• driving;
• talking to another customer;
• preparing an estimate;
• managing the crew;
• outside normal business hours;
• trying to take a break.

DunaHub Conversation AI gives service businesses an AI assistant that can respond to incoming leads through:

• webchat;
• SMS;
• missed calls;
• WhatsApp.

You define your services, service areas, hours, pricing rules, qualification questions, and handoff instructions.

The AI uses that business context to answer customers, collect information, create CRM leads, and transfer conversations to your team when human attention is needed.

The goal is not to replace your staff.

It is to make sure a new lead does not hear silence simply because your team is busy.

What is DunaHub Conversation AI?

Conversation AI is an assistant connected to your communication channels and CRM.

When someone sends a message through an enabled channel, the assistant can:

1. Review the available conversation history;
2. Check the business context you configured;
3. Generate an appropriate response;
4. Reply through the same channel;
5. Create a CRM lead when the contact does not exist;
6. Continue collecting information;
7. Stop and transfer the conversation when a human is needed.

The assistant can work with information such as:

• services offered;
• business hours;
• cities and ZIP codes served;
• public pricing;
• estimate requirements;
• booking instructions;
• frequently asked questions;
• information the team needs from new leads;
• services the company does not offer;
• situations that require immediate human attention.

Instead of using a generic chatbot script, the AI responds using the operating information supplied by your business.

Does the AI really respond 24/7?

The assistant can respond at any time while:

• Conversation AI is enabled;
• the communication channel is connected;
• the channel is selected in the AI settings;
• the account remains within its monthly response allowance;
• the conversation is not paused for a human;
• the lead has not already requested a handoff.

That means the AI can help with:

• late-night website visitors;
• weekend inquiries;
• after-hours WhatsApp messages;
• incoming texts while the office is busy;
• people who call when nobody can answer;
• questions received during a job.

The AI does not guarantee that every request will be completely solved without an employee.

It is most useful for:

• immediate first responses;
• common questions;
• lead qualification;
• collecting basic information;
• explaining the next step;
• keeping the conversation active.

More complex situations should move to your team.

Examples include:

• complaints;
• custom negotiations;
• technical diagnoses;
• unusual project requirements;
• billing disputes;
• urgent safety issues;
• refund requests;
• sensitive personal information.

Why does response speed matter for contractors?

People looking for a local service often contact several companies within a short period.

A homeowner may search for:

• a plumber;
• an electrician;
• an HVAC company;
• a pressure-washing contractor;
• a landscaper;
• a cleaning company;
• a gutter installer.

The customer may not wait until the next business day for a simple answer.

They want to know:

• Do you offer this service?
• Do you serve my area?
• How do I request an estimate?
• Can I send photos?
• Are appointments available this week?
• Do you handle commercial properties?
• What information do you need?

Even a brief response can prevent the lead from feeling ignored.

For example:

Hi! Thanks for contacting BrightSide Pressure Washing. We serve your area. Please send the property address and the surfaces you would like cleaned, and we will help with the next step.

That response does not complete the sale.

It gives the customer a reason to continue the conversation.

Which channels can Conversation AI answer?

1. Webchat AI: respond while visitors are still on your website

Many website visitors leave without calling or completing a form.

They may have one question before they are ready to provide their contact information.

Examples include:

• Do you serve my ZIP code?
• Do you handle commercial jobs?
• Can I book an estimate?
• Do you offer recurring service?
• Can I send project photos?
• How soon can someone come out?

The DunaHub Live Chat Widget adds a chat bubble to your website.

When Conversation AI is enabled for webchat, the assistant can respond inside the widget.

A conversation might look like this:

Visitor:

Do you clean two-story homes?

AI assistant:

Yes, we provide exterior cleaning for one- and two-story homes. Please share your ZIP code and the areas you want cleaned so we can confirm service availability.

The visitor receives useful information without:

• opening another app;
• finding a phone number;
• waiting for office hours;
• completing a long form;
• leaving the website.

Can anonymous visitors receive answers?

Yes.

A webchat visitor may initially be anonymous.

The AI can answer useful business questions before forcing the person to provide a phone number or email address.

When appropriate, it can request contact information so the conversation can become a CRM lead.

What happens when the visitor closes the website?

The company should encourage the visitor to provide contact details if follow-up will be needed.

Without a phone number or email address, the business may not be able to continue the conversation after the person leaves.

A useful AI instruction could be:

Answer basic service and service-area questions first. When the visitor requests pricing, availability, or an estimate, politely ask for their name, email, phone number, and service address.

2. SMS AI: automatically respond to incoming text messages

SMS remains an important channel for U.S. contractors and local service businesses.

Customers use text messages to:

• request estimates;
• send addresses;
• ask about availability;
• reschedule appointments;
• confirm access instructions;
• respond to missed-call messages;
• ask whether a technician is coming.

When a customer texts the connected business number, Conversation AI can respond automatically.

Example:

Customer:

I need to move tomorrow’s appointment.

AI assistant:

We received your request. Please confirm your name and service address so our team can locate the appointment and help with rescheduling.

Another example:

Customer:

Do you install EV chargers?

AI assistant:

Yes, we provide EV charger installation. Please send the service address, charger model if already purchased, and whether the property is residential or commercial.

Do SMS responses cost anything?

Outgoing SMS messages use prepaid credits because carrier delivery creates a real messaging cost.

The AI feature itself is included in the available plans, but a reply sent through SMS still consumes the applicable SMS credit.

Businesses should monitor:

• AI response usage;
• SMS credit balance;
• delivery failures;
• replies that need human attention.

3. Missed-Call AI: text back when nobody can answer

Contractors cannot answer every phone call.

The owner or technician may be:

• driving;
• on a ladder;
• using equipment;
• inside another appointment;
• speaking with a customer;
• outside normal office hours.

A caller who reaches no one may contact the next company immediately.

DunaHub Missed-Call Text-Back can send an SMS after an unanswered call.

When Conversation AI is enabled for the phone channel, the assistant can generate a response based on your business context instead of relying only on one static message.

Example:

Sorry we missed your call. This is Northview Plumbing. Reply with your name, service address, and a brief description of the plumbing issue, and we will help with the next step.

The caller can reply immediately.

The system can then:

• create a new lead;
• match the caller to an existing lead;
• record the missed call;
• attach the activity to the customer timeline;
• route the SMS reply into the inbox;
• continue the AI conversation.

Why is this different from voicemail?

Many callers do not leave voicemail.

A text message gives the person an immediate and easy next action.

Instead of saying only:

Sorry we missed you.

Ask for useful information:

Reply with your name, ZIP code, and the service you need.

This allows the company to begin qualification even before someone returns the call.

How soon is the text sent?

The missed-call text-back is designed to send within seconds after the call is classified as unanswered.

The exact timing depends on the configured ring timeout and message delivery.

Does missed-call text-back use credits?

Yes.

Each outgoing text-back consumes one SMS credit.

The feature can be enabled on each plan, but the carrier message is usage-based.

4. WhatsApp AI: respond automatically on WhatsApp

WhatsApp is important for businesses serving international customers, multilingual communities, and markets where the app is a primary communication channel.

Customers may use WhatsApp to:

• ask for an estimate;
• send photos;
• share a location;
• check availability;
• ask about services;
• confirm appointments;
• follow up on a proposal.

When WhatsApp is connected and selected as an AI channel, the assistant can respond automatically.

Example:

Customer:

Do you service rental properties?

AI assistant:

Yes, we work with homeowners, landlords, and property managers. Please send the property address, the service needed, and your preferred timing.

The AI can continue collecting information such as:

• customer name;
• property address;
• service type;
• property details;
• preferred date;
• photos;
• company name.

The conversation remains connected to the customer record so your team can take over later.

How does the AI know what to say?

The AI does not automatically know the details of your company.

You need to create a business context.

The business context is a set of instructions explaining:

• what your company does;
• where you work;
• when you are open;
• what services you provide;
• what prices may be shared;
• which information should be collected;
• how estimates work;
• when appointments can be booked;
• what the AI must never promise;
• when a human should take over.

Think of it as an operating guide for your virtual assistant.

A vague instruction such as:

Answer my customers professionally.

does not give the assistant enough information.

A stronger context might say:

We provide residential gutter cleaning and gutter installation in Calgary and nearby cities. For new cleaning inquiries, collect the customer’s name, service address, number of stories, and whether the gutters have guards. Do not provide a final price before the office reviews the property. For installation inquiries, collect the address and ask whether the customer needs full replacement, repairs, downspouts, or guards. Transfer complaints, active leaks causing interior damage, and requests for a manager to a human.

What information should be included in your business context?

A useful configuration answers the following questions.

What does the company do?

Describe the main services clearly.

Example:

We provide residential pressure washing, driveway cleaning, house washing, patio cleaning, and commercial exterior cleaning.

Which areas do you serve?

List cities, counties, neighborhoods, or ZIP codes.

Example:

We serve Orlando, Winter Park, Maitland, Altamonte Springs, and selected areas within 30 miles.

What are the business hours?

Example:

Human support is available Monday through Friday from 8:00 AM to 6:00 PM. The AI may collect lead information outside those hours.

What information is needed from new leads?

Example:

Ask for name, phone number, service address, property type, requested service, and preferred timing.

Which prices can be shared?

Example:

Do not give a final price. Explain that pricing depends on the property size and condition. Collect the address and photos for an estimate.

What is the next step?

Example:

Once the information is collected, tell the customer that the office will review the request and follow up with an estimate or appointment options.

Which services are not offered?

Example:

We do not provide roof repair, tree removal, or interior cleaning.

When should the AI transfer the conversation?

Example:

Transfer complaints, refund requests, billing disputes, emergencies, and any customer asking for a manager or human representative.

What should the AI never claim?

Example:

Do not guarantee same-day availability, exact arrival times, final pricing, permits, approvals, or project outcomes unless that information has been confirmed by the team.

Example business context for an HVAC company

We provide residential HVAC repair, maintenance, and replacement in Tampa and surrounding communities. Ask for the customer’s name, phone number, service address, system type, and a short description of the issue. Do not diagnose mechanical or electrical problems. Do not instruct customers to open equipment or perform repairs. If the customer reports smoke, fire, a gas smell, carbon monoxide concerns, or an immediate safety risk, tell them to follow the company’s emergency instructions and transfer the conversation to a human. For routine maintenance, offer the booking link when appropriate.

Example business context for a cleaning company

We provide recurring and one-time residential cleaning in Miami. Ask for name, service address, number of bedrooms and bathrooms, approximate square footage, whether pets are present, and whether the customer needs standard, deep, or move-out cleaning. Do not provide a final price until the required information is collected. Transfer complaints, damage reports, special-access concerns, and refund requests to a human.

Example business context for a landscaping company

We provide lawn maintenance, cleanups, planting, mulch installation, trimming, and landscape improvements in Jacksonville. Ask for the property address, requested service, approximate yard size, current condition, and whether the customer wants a one-time or recurring service. Ask for photos when useful. Do not promise an exact start date until the office confirms crew availability.

Example business context for an electrical contractor

We provide residential and light-commercial electrical services. Collect the customer’s name, phone number, service address, property type, and a brief description. Do not diagnose electrical problems or provide repair instructions. Do not tell customers to open panels, touch wiring, reset unsafe equipment, or inspect energized components. Transfer reports involving smoke, sparks, fire, electric shock, exposed wiring, or immediate danger to a human according to our emergency process.

How do you enable Conversation AI?

The basic setup is:

1. Open Settings;
2. Select AI Assistant;
3. Enable the assistant;
4. Select the communication channels;
5. Add your business context;
6. Configure the handoff keywords;
7. Set the human grace period;
8. Save the settings;
9. Test each enabled channel.

Conversation AI is configured separately for each organization.

A company managing multiple brands or locations should create the correct context for each one.

Can you activate only one channel?

Yes.

The company can enable any supported combination, including:

• webchat only;
• SMS only;
• WhatsApp only;
• webchat and SMS;
• SMS and missed calls;
• all available channels.

A practical rollout may begin with the channel that receives the most leads.

For example:

1. Start with webchat;
2. Test responses;
3. Improve the business context;
4. Enable SMS;
5. Add missed-call AI;
6. Connect WhatsApp when appropriate.

Activating everything at once is not required.

How does the one-keyword human handoff work?

Customers should never feel trapped in an automated conversation.

DunaHub allows you to configure handoff keywords and phrases.

Examples include:

• human;
• agent;
• manager;
• representative;
• speak to someone;
• talk to a person;
• customer service;
• office.

When the lead sends one of the configured terms, the AI:

1. Records the handoff;
2. Stops responding to that conversation;
3. Flags the lead;
4. Leaves the conversation ready for your team.

A single configured keyword can be enough to begin the handoff.

Example:

Customer:

Human

The AI stops, and the conversation is prioritized for an employee.

Which keywords should you configure?

Choose natural expressions your customers are likely to use.

A practical group might include:

• human;
• agent;
• representative;
• speak to someone;
• talk to a person;
• manager.

Avoid using words that may frequently appear in normal conversation without indicating a handoff request.

For example, the word “person” alone might create false handoffs in some contexts.

Test the actual phrases before activating the workflow.

What happens when an employee replies?

A human reply automatically pauses the AI for the configured grace period.

The documented default is 60 minutes.

Each additional employee response resets the grace period.

This prevents the assistant from:

• replying at the same time;
• interrupting a negotiation;
• contradicting the employee;
• sending unnecessary answers;
• confusing the customer.

The grace period can be adjusted based on the company’s normal conversation length.

A business handling longer consultations may prefer a longer pause.

What happens after the grace period?

After the grace period expires, the AI may resume responding to new incoming messages if:

• the assistant remains enabled;
• the channel is enabled;
• the lead was not permanently handed off;
• the account still has monthly responses available;
• another human response has not restarted the pause.

The company should test the timing before using it on all conversations.

Does the AI create leads automatically?

Yes.

When a new person contacts the business and no matching lead exists, Conversation AI can create a CRM record.

The lead can then enter the DunaHub CRM Pipeline.

A typical workflow is:

1. A person sends a message;
2. The AI responds;
3. A lead is created;
4. Contact information is collected;
5. The office reviews the conversation;
6. The lead is assigned;
7. The pipeline stage is updated;
8. A proposal, visit, or booking is prepared.

The inquiry becomes part of the sales process instead of remaining an isolated website or phone message.

Does the AI remember the conversation?

Conversation AI uses the available conversation history when creating a response.

This helps it continue the discussion rather than restarting from the beginning.

For example:

Customer:

I need pressure washing.

AI:

Please send the property address and the areas you want cleaned.

Customer:

120 Pine Street. Driveway and patio.

The next response can continue from that information rather than asking what service the person needs again.

Accurate contact matching and connected channels help preserve that context.

Duplicate customer records or disconnected conversations may create fragmented histories.

How does Conversation AI work with the Unified Inbox?

The DunaHub Unified Inbox lets authorized employees review supported customer communications.

The team can see:

• who contacted the business;
• which channel they used;
• what they asked;
• what the AI answered;
• which details were collected;
• whether a handoff occurred;
• whether an employee has already responded.

An employee can take over without asking the customer to repeat the entire conversation.

This is important because an automated first response only creates value when the human team can continue efficiently.

What is the difference between Conversation AI and Stage Automations?

Conversation AI and DunaHub Stage Automations solve different problems.

Conversation AI	Stage automation
Responds to an incoming message	Sends a planned outbound message
Uses business context and conversation history	Uses a message template
Can maintain a back-and-forth conversation	Follows a configured delay
Collects lead information	Reminds or nurtures the lead
Can create a new CRM lead	Runs on an existing pipeline lead
Supports human handoff	Stops when the lead changes stage

Conversation AI example

Lead:

Do you repair commercial gutters?

AI:

Yes, we provide commercial gutter repair. Please send the property address, building type, and a brief description of the issue.

Stage automation example

The proposal has been in Proposal Sent for three days.

The system sends:

Hi James, were you able to review the gutter-repair proposal? Let us know if you have questions about the scope or scheduling.

Conversation AI responds to what the customer is asking now.

Stage automations follow up based on where the opportunity is in the sales process.

The two tools can work together.

What does a complete AI-assisted customer journey look like?

Consider a pressure-washing contractor.

Step 1: The homeowner visits the website at night

The visitor opens the chat widget.

Step 2: Webchat AI responds

The assistant asks which surfaces need cleaning.

Step 3: The customer provides details

They share the ZIP code, address, driveway size, and patio information.

Step 4: A lead is created

The inquiry enters the CRM.

Step 5: The AI explains the next step

It tells the customer that the office will review the project information.

Step 6: The team takes over the next morning

An employee reads the conversation and prepares the estimate.

Step 7: The proposal is sent

The lead moves to Proposal Sent.

Step 8: An automation follows up

If the customer does not reply, a planned follow-up is sent.

Step 9: The customer approves

The proposal becomes a scheduled job.

The AI did not perform the entire sales process.

It prevented the after-hours lead from being ignored and prepared the opportunity for the team.

Example: missed call for a plumbing company

A homeowner calls while the plumber is working.

1. The call is not answered;
2. Missed-Call AI sends a text;
3. The customer replies with their name and address;
4. The AI asks for a brief description;
5. A CRM lead is created;
6. The conversation enters the inbox;
7. The office reviews the request;
8. A qualified person decides the next step.

Without text-back, the caller might have moved directly to another plumbing company.

Example: SMS inquiry for an HVAC contractor

A customer texts:

Are you available today?

The AI should not invent availability.

It can respond:

Thanks for reaching out. Please send your name, service address, and a brief description of the HVAC issue. Our team will review current availability and confirm the next opening.

The context protects the business from making an unconfirmed promise.

Example: WhatsApp inquiry for a cleaning company

A customer asks:

Do you offer move-out cleaning?

The AI responds:

Yes, we offer move-out cleaning. Please send the property address, number of bedrooms and bathrooms, approximate square footage, and the date you need the service.

The customer provides the information, and the office receives a more qualified lead.

Example: webchat inquiry for a consultant

A website visitor asks:

How does the first consultation work?

The AI explains the process using the approved business context and provides the booking link.

When the visitor submits contact details or books, the opportunity enters the CRM workflow.

Which questions can the AI answer well?

Conversation AI works best with questions that have predictable, approved answers.

Examples include:

• What services do you provide?
• Which areas do you serve?
• What are your business hours?
• How do I request an estimate?
• Can I send photos?
• Do you handle commercial properties?
• Do you offer recurring service?
• How does the site visit work?
• Can I book online?
• What information do you need?
• Do you work on Saturdays?
• How quickly will the office respond?
• Do you accept card payments?
• Where can I view my proposal?

The business context should contain accurate information for these topics.

Which conversations should remain human?

Do not rely entirely on AI for situations that require judgment, empathy, authority, or professional responsibility.

Transfer conversations involving:

• complaints;
• property damage;
• refunds;
• billing disputes;
• contract disagreements;
• safety incidents;
• emergencies;
• medical questions;
• legal advice;
• technical diagnosis;
• high-value negotiations;
• custom pricing;
• sensitive personal information;
• angry customers.

A useful automated acknowledgment may be:

I am transferring this conversation to a team member so they can review the details and help directly.

The employee should then take ownership.

How do you reduce inaccurate or invented answers?

AI quality depends heavily on the business instructions and ongoing review.

Use specific business information

Avoid:

We are a great contractor. Help the customer.

Use:

We provide residential gutter cleaning, repair, and installation in Orlando and nearby cities. We do not provide roofing work.

Define pricing rules

Example:

Do not provide a final estimate. Explain that pricing depends on property size, height, access, and scope.

Define scheduling rules

Example:

Do not confirm a date or time unless it appears in the approved booking workflow or a human has confirmed it.

Define prohibited advice

Example:

Do not diagnose electrical, plumbing, HVAC, structural, medical, or safety problems.

Create human-handoff rules

List the situations that require your staff.

Test difficult questions

Ask about:

• discounts;
• refunds;
• guarantees;
• same-day availability;
• complaints;
• unsupported services;
• safety concerns;
• incorrect assumptions.

Review real conversations

Add missing answers and adjust confusing instructions.

The assistant should improve as the company learns which questions customers actually ask.

How should you test the AI before activating it?

Create a test list for each channel.

Basic questions

• What services do you provide?
• What are your hours?
• Do you serve my ZIP code?
• How do I request an estimate?

Incomplete requests

• How much?
• I need help.
• Can you come tomorrow?
• Do you do this?

Unsupported services

• Do you offer roofing?
• Can you service a city outside the coverage area?
• Can you provide a service the business does not perform?

Handoff requests

• Human.
• I want an agent.
• Let me speak to a manager.
• I need a representative.

Difficult situations

• I want a refund.
• Your technician damaged something.
• I have an emergency.
• The invoice is wrong.
• I want to file a complaint.

Test the:

• webchat;
• SMS number;
• missed-call workflow;
• WhatsApp connection.

Confirm that:

• the answers match the business;
• the tone is appropriate;
• information is collected correctly;
• leads are created;
• handoff keywords work;
• the AI pauses after a human reply;
• SMS delivery works;
• usage is counted correctly.

How can the AI sound more like your company?

The business context can define communication style.

You can instruct the assistant to:

• use a friendly but professional tone;
• write short messages;
• ask one question at a time;
• avoid jargon;
• use the customer’s first name;
• avoid emojis;
• use no more than one emoji;
• avoid aggressive sales language;
• clearly explain the next step.

Example instruction:

Use clear American English. Keep most replies under four sentences. Ask one question at a time. Be friendly and direct. Do not use exaggerated claims. Do not pressure the customer. When the customer is ready for an estimate, collect the service address and project details.

Should the AI ask every question at once?

Usually, shorter exchanges feel more natural.

Avoid:

Please send your name, phone number, email, address, ZIP code, property type, requested service, preferred date, budget, photos, and availability.

A better flow is:

1. What service do you need?
2. What is the service address?
3. Can you share a few safe, general photos?
4. What timing works best?
5. What is the best phone number or email for follow-up?

The customer is more likely to continue when each step is manageable.

How do you monitor AI performance?

Review the AI regularly.

Useful information includes:

• number of AI responses;
• leads created;
• conversations handed off;
• delivery failures;
• channels used;
• questions the AI could not answer well;
• contacts affected by monthly limits;
• customer replies;
• conversations requiring correction.

Ask:

• Is the AI collecting the correct information?
• Are leads being created properly?
• Does it ask unnecessary questions?
• Is the tone appropriate?
• Does it promise unavailable dates?
• Are handoffs reaching the team?
• Are employees responding to flagged leads?
• Are SMS credits sufficient?
• Which questions should be added to the business context?

Conversation AI should be managed as part of the customer-service process.

It should not be activated and forgotten.

How many AI responses are included?

Current monthly limits are:

Plan	AI responses per month
Free	50
Starter	500
Pro	2,000
Growth	Unlimited

The Free plan includes 50 AI responses per month.

This allows an owner-operator or small business to configure the assistant, test customer questions, and begin answering a limited number of leads without purchasing a separate AI add-on.

What counts as one response?

One answer generated by the AI counts as one response.

A conversation containing six AI replies uses six responses.

The allowance applies to responses, not complete conversations.

When does the allowance reset?

The monthly counter resets at the beginning of the new usage month according to the platform’s documented cycle.

What happens when the monthly limit is reached?

DunaHub stops creating additional AI-generated answers for the remainder of that usage period.

The lead may still receive a courtesy response confirming that the message was received and that the team will follow up.

The system also records that the conversation reached the monthly AI limit so the company can identify affected leads.

This prevents unexpected AI overage charges.

To resume AI-generated responses, the company can:

• wait for the next monthly reset;
• move to a plan with a higher response allowance.

Is Conversation AI a separate add-on?

No.

Conversation AI is included in the current plans.

The difference between plans is the monthly response limit.

The business does not need to purchase a separate AI subscription simply to activate the assistant inside DunaHub.

However, communication-channel costs still apply where relevant.

For example, SMS delivery consumes credits.

Which DunaHub plan may fit your business?

Current DunaHub Plans and Pricing use flat company pricing.

Free — 50 responses per month

Free may fit:

• an owner-operator;
• a new contractor;
• a company testing AI intake;
• a business with lower inquiry volume;
• a team learning how to write its business context.

The Free plan also includes up to three users and core CRM capabilities within its plan limits.

Starter — 500 responses per month

Starter may fit:

• a small service team;
• a business receiving daily inquiries;
• a company using several customer channels;
• a contractor combining AI intake with basic follow-up automation;
• a business with up to five users.

Pro — 2,000 responses per month

Pro may fit:

• a growing contractor;
• a company with office and field staff;
• a business receiving higher lead volume;
• a team using multi-step automations;
• a company needing unlimited CRM users.

Growth — unlimited AI responses

Growth may fit companies combining DunaHub with managed customer-acquisition services.

The exact Growth Package scope should be confirmed before enrollment.

Does SMS AI create additional costs?

SMS delivery consumes credits.

This applies to messages such as:

• incoming-text AI replies;
• missed-call text-back;
• automated SMS follow-up;
• On my way notifications;
• SMS review requests.

Webchat and WhatsApp do not use SMS credits.

Each communication channel has its own delivery requirements.

Common Conversation AI setup mistakes

Enabling AI without business context

The assistant cannot represent your company accurately without clear instructions.

Writing vague instructions

“Be helpful” does not explain your services, locations, policies, or limits.

Allowing unconfirmed pricing

Tell the AI when pricing requires an estimate.

Allowing unconfirmed scheduling

Do not let it promise dates the office has not approved.

Forgetting handoff keywords

Customers need a clear path to a person.

Choosing overly broad keywords

Common words may trigger unintended handoffs.

Failing to test each channel

Webchat, SMS, calls, and WhatsApp should be tested separately.

Ignoring handed-off leads

The AI can flag a conversation, but an employee still needs to respond.

Failing to update the context

Business hours, pricing, services, and service areas change.

Automating complaints

Difficult customer situations should receive human attention.

Assuming AI replaces the sales process

The assistant can respond and qualify. Your team still needs to estimate, sell, schedule, and deliver the work.

A one-day Conversation AI setup plan

Step 1: Collect your most common questions

Review:

• website inquiries;
• texts;
• missed calls;
• WhatsApp messages;
• emails;
• sales notes.

Step 2: Describe your services

Write simple explanations a customer can understand.

Step 3: Add your service area

List cities, counties, and ZIP codes.

Step 4: Define the required lead information

Choose what the team needs before taking the next step.

Step 5: Add pricing and scheduling rules

Explain what may and may not be confirmed automatically.

Step 6: Define the boundaries

List situations requiring a human.

Step 7: Add handoff keywords

Use natural expressions such as “human” and “speak to someone.”

Step 8: Configure the grace period

Choose enough time for employees to handle conversations without interruption.

Step 9: Enable one channel

Begin with the channel generating the most inquiries.

Step 10: Test and review

Correct the context before expanding the rollout.

Conversation AI implementation checklist

• Enable the AI assistant;
• Select the communication channels;
• Describe the company;
• Add the service list;
• Add service areas;
• Add business hours;
• Define pricing rules;
• Define scheduling rules;
• List qualification questions;
• Explain the estimate process;
• List unsupported services;
• Define urgent situations;
• Define prohibited advice;
• Configure handoff keywords;
• Configure the human grace period;
• Test webchat;
• Test SMS;
• Test missed-call AI;
• Test WhatsApp;
• Verify lead creation;
• Verify customer matching;
• Test human handoff;
• Test the AI pause;
• Review SMS credits;
• Monitor the monthly response limit;
• Review conversations weekly;
• Update the context when the business changes.

Summary: respond before your competitor does

A lead can contact your company while you are:

• working;
• driving;
• meeting another customer;
• outside office hours;
• unable to answer the phone.

Conversation AI helps keep that opportunity active.

DunaHub provides:

• Webchat AI, which responds while visitors are still on your site;
• SMS AI, which replies to incoming text messages;
• Missed-Call AI, which texts callers when nobody answers;
• WhatsApp AI, which responds through the connected WhatsApp channel;
• Human handoff, which can be triggered by one configured keyword;
• 50 AI responses per month on Free, allowing small businesses to begin without purchasing a separate AI add-on.

The workflow can become:

Lead sends a message → AI responds → Information is collected → CRM lead is created → Customer requests a human → AI stops → Team takes over

AI handles the immediate response and predictable questions.

Your team remains responsible for:

• estimates;
• negotiations;
• judgment;
• complaints;
• complex decisions;
• service delivery;
• customer relationships.

Frequently Asked Questions

What is DunaHub Conversation AI?

It is an AI assistant that responds to incoming customer messages using the business context configured in DunaHub.

Which channels does it support?

Current documentation lists webchat, SMS, missed calls, and WhatsApp.

Does Webchat AI answer website visitors immediately?

Yes. When enabled, the assistant replies inside the website chat widget.

Can the AI reply to incoming text messages?

Yes. SMS AI can answer messages sent to the configured DunaHub number.

What happens after a missed call?

Missed-Call AI can send an SMS to the caller and create or update the CRM lead.

Does the missed-call message use an SMS credit?

Yes. Each outgoing text-back uses an SMS credit.

Can the AI respond on WhatsApp?

Yes. WhatsApp can be selected as an AI channel when the account connection is active.

Does the AI work outside business hours?

Yes. It can respond at any time while enabled and within the plan’s monthly allowance.

Can Conversation AI create a lead?

Yes. When a matching contact does not exist, the conversation can create a CRM lead.

Does it read the conversation history?

Yes. It uses the available history to create a contextual response.

How does the AI learn about my business?

You provide a business context containing services, hours, service areas, pricing rules, qualification questions, and other instructions.

Can it provide pricing?

It can share approved pricing information included in the context. When pricing requires an estimate, the context should instruct it not to invent a final value.

Can it confirm an appointment?

Only when the workflow and available information support that confirmation. It should not invent availability.

Can a customer request a human?

Yes. The company can configure keywords and phrases for human handoff.

Can one word trigger the handoff?

Yes. A configured word such as “human” can stop the AI and flag the conversation.

What happens when an employee replies?

The AI pauses for the configured grace period so it does not talk over the employee.

What is the default grace period?

The documented default is 60 minutes, and it can be adjusted.

Does the AI replace my team?

No. It is best used for immediate responses, common questions, and initial qualification.

Should complaints be answered by AI?

The AI may acknowledge the message, but complaints and disputes should be transferred to a person.

How many AI responses are included on Free?

The Free plan includes 50 AI responses per month.

How many responses are included on Starter?

Starter includes 500 responses per month.

How many responses are included on Pro?

Pro includes 2,000 responses per month.

Is AI unlimited on Growth?

Current documentation lists unlimited Conversation AI responses on Growth.

Does one conversation equal one response?

No. Each AI-generated reply counts as one response.

What happens when the monthly limit is reached?

AI-generated responses stop until the next reset or plan upgrade. The lead may receive a courtesy confirmation so the message is not ignored.

Is Conversation AI a paid add-on?

No. It is included in the current plans, subject to the response limit.

Do WhatsApp and webchat use SMS credits?

No. SMS credits are used for messages delivered through SMS.

Can I update the business context later?

Yes. It should be reviewed whenever services, hours, prices, service areas, or policies change.

Let AI answer while you run the business

Your leads should not have to wait until the next business day to learn whether your company can help.

Create your free DunaHub account, add your business context, and activate Conversation AI on webchat, SMS, missed calls, and WhatsApp—with 50 responses per month included on Free.