import { Steps } from '@astrojs/starlight/components';
import Figure from '@/components/Figure.astro';

**Who it's for:** any business that wants to turn website visitors or WhatsApp contacts into sales
opportunities without depending on someone being online at that exact moment. This page's example is a
real-estate agency, Nuntius's initial market, but the mechanism is the same for any industry.

## What the end customer sees

A visitor opens your website widget (or writes to your WhatsApp) and talks with your assistant. The
widget header always shows the subtitle **"AI assistant · replies instantly"**, and every message the AI
generates carries the **"AI"** label next to the assistant's name — the notice that they're talking to an
artificial intelligence (AI Act, Art. 50) is mandatory, cannot be turned off, and appears on every channel
and language. If the visitor asks directly "are you a person?", the assistant confirms plainly.

The assistant answers with information from your own catalog (available units, prices, terms…), offers
real visit slots and books them on its own, and knows when to hand the conversation over to you — all in
the same thread, without the visitor having to repeat anything.

## Steps in the product

<Steps>

1. **Connect your first channel.** Your account already comes with a web widget; copy its snippet from
   **Channels → Web widget** and paste it into your page. For WhatsApp, press **Connect** on its card — it's
   a flow hosted by Meta, you leave the Platform and come back already linked. See
   **[Channels](/en/guides/canales/)**.

   <Figure
     src="/captures/inbox-conversacion.png"
     alt="An open conversation still handled by the AI: Unclassified/No analysis labels in the header, a Take over button, a notice that the AI is handling it, and a disabled composer, with the contact card on the right"
     caption="While the AI runs the conversation, the composer stays disabled for your team — take over only if you actually need to step in."
   />

2. **Assign the agent that will handle that instance.** In the channel's card, pick the agent from the
   **Assigned agent** dropdown — you can use a different one per channel or instance (a more sales-driven
   tone on WhatsApp, for example). See **[AI agents](/en/guides/agentes-ia/)**.
3. **Load your knowledge base.** Upload your documents (terms, FAQs, brochures) in **Knowledge base**; the
   agent only uses what you gave it, it never invents information about your business. See
   **[Knowledge and documents](/en/guides/conocimiento-documentos/)**.
4. **Connect your real catalog through an MCP server, and tag it.** If your catalog (the units for sale or
   rent, in the real-estate example) lives in an external system, connect it as an MCP server from
   **Settings → MCP servers** — pick a template from the tiered catalog (Tier A with an API key, Tier B
   with OAuth) or bring your own server. Give the MCP server a **resource tag** (for example "Sales"), and
   that same tag to the agent that should use it, in its own **Resources** section — the agent only sees
   the catalog if it shares a tag with it; with no tag in common, it doesn't see it at all. See **[MCP
   servers](/en/integrations/servidores-mcp/)** and **[Resources and tags: what each agent
   sees](/en/guides/agentes-ia/)**.
5. **Set your working hours.** Under **Settings → Business hours**, turn each day of the week on or off,
   adjust the time window, and write the message anyone who writes outside those hours will see. These same
   hours feed the Calendar's slot engine — the AI never offers an appointment outside your working hours.
   See **[Settings and integrations](/en/guides/ajustes-integraciones/)**.
6. **Set when the agent hands the conversation to a person.** In the agent's editor, **Escalation rules**
   section: add keywords ("talk to a person"), a threshold of unresolved turns, or turn on automatic
   escalation on an explicit customer request. See **[AI agents](/en/guides/agentes-ia/)**.

   <Figure
     src="/captures/agentes-reglas-escalacion.png"
     alt="Editor of the Lead Capture agent showing the system prompt, the fallback message and, below, the Escalation rules section with Rule 1: keyword chip &quot;talk to a person&quot;, a &quot;Type and press Enter&quot; field with an Add button, Unresolved turns (threshold) on &quot;No threshold&quot;, Action set to &quot;Hand off to a human&quot;, the &quot;Explicit request to talk to a human&quot; toggle switched on in orange, and the + Add rule button below"
     caption="Each rule combines one or more conditions — keyword, unresolved turns, explicit request — with the action it triggers."
   />

7. **The visitor talks, and the agent captures the lead on its own.** As the conversation moves along, the
   assistant notes the detected type of interest (buying or renting, in the real-estate example), checks
   the real catalog connected in step 4 to answer with actual data, and the lead shows up in your funnel
   without anyone entering it by hand.

   <Figure
     src="/captures/leads-kanban-tablero.png"
     alt="Leads kanban board with the Conversion funnel header (New, Qualified, Contacted, Visit scheduled, Negotiating, each with a counter and percentage) and the funnel columns with their lead cards"
     caption="The lead the AI captured lands in the funnel's first stage, with its origin channel (WhatsApp, Telegram or Web) visible on the card."
   />

8. **If the customer asks for an appointment, the AI books it on its own.** The agent uses the exact same
   slot engine your team sees: it checks the working hours from step 5, the calendar's own parameters, each
   employee's personal availability and their Google Calendar if connected, and only offers slots that are
   genuinely free. If the customer confirms one, the appointment gets booked instantly, with origin **AI**
   and status **Scheduled**, with nobody on your team stepping in — the AI never reveals the rest of your
   calendar, it only negotiates free slots. See **[Appointments and calendar](/en/use-cases/citas-agenda/)**.
9. **Review the lead's record.** Open it from the board to see interest, quality (Hot, Warm, Cold), origin
   channel, and the linked conversation. Add internal notes or assign an owner. See
   **[Leads](/en/guides/leads/)**.
10. **If the lead arrived another way, add it by hand.** A phone call, a portal, an in-person visit — a
    manually entered lead shares the exact same funnel and follow-up as ones the AI captures. See
    **[Leads](/en/guides/leads/)**.
11. **Follow the lead through to close.** Move its stage, create an appointment or a ticket right from its
    own record, without leaving it.

</Steps>

## What to configure

- **Channel**: at least one web widget or WhatsApp number connected.
- **Agent**: assigned to that instance, with instructions and tone adjusted.
- **Knowledge base**: the documents the agent uses to answer and qualify.
- **Catalog through MCP** (optional but recommended if your inventory lives outside Nuntius): the
  connected, tagged server, with the same tag on the agent that should see it.
- **Working hours**: feed the widget's after-hours notice and the Calendar's slot engine.
- **Escalation rules**: at least one, so the AI knows when to hand you the conversation.
- **Funnel stages**: customizable from the Leads screen, so they match your own sales process.

## Limits and honesty

- The agent **never invents** facts about your business: it only uses what you uploaded to the knowledge
  base, or what it sees through the MCP catalog you gave it access to.
- With no tag in common between the agent and the MCP server, the agent **doesn't see** that catalog at
  all — there's no "by default" access to everything connected on your account.
- The AI **never reveals** the full content of your calendar while negotiating an appointment — it doesn't
  say what other appointments exist or with whom, it only offers genuinely free slots.
- Telegram and Messenger/Instagram Direct work with the same capture mechanism; Phone voice is still in
  development and can't be turned on yet.
- Outside the working hours you configure, the widget shows the closed notice you set — the AI keeps
  answering 24/7, the schedule only changes the message and which appointment slots get offered, not the
  agent's availability to talk.

## See also

- **[Channels](/en/guides/canales/)** — connecting WhatsApp, Telegram and the web widget.
- **[MCP servers](/en/integrations/servidores-mcp/)** — the tiered catalog and how to connect yours.
- **[Leads](/en/guides/leads/)** — the board, the record, and manual entry.
- **[Appointments and calendar](/en/use-cases/citas-agenda/)** — the full slot engine, with and without AI.
- **[Knowledge and documents](/en/guides/conocimiento-documentos/)** — what the agent uses to answer.
- **[Customer support with a knowledge base](/en/use-cases/atencion-cliente-conocimiento/)** — the next
  step, when a conversation needs to move to a person.