How Dueto works
From the first message to a booked appointment: the six steps behind every reply, what happens when a human should take over, and the knowledge the AI works from.
What happens when a customer sends a message
Every message goes through the same six steps, usually in a few seconds.
The customer writes
A question, a booking request, a voice note or a photo, sent to the WhatsApp, Instagram or Messenger account you already own.
Nothing changes for your customers. They keep messaging the same number and the same accounts; Dueto connects through the official Meta Business Platform, so there is no new app to install on either side.
Dueto receives it
Meta forwards the message to Dueto instantly; it is saved and queued.
The conversation appears in your team inbox the moment it arrives, even when the shop is closed and every phone is off. Nothing waits for someone to open an app, and nothing gets lost.
The AI gathers context
Before writing a word, the AI collects everything it needs to answer correctly.
It reads your knowledge base of services, prices, hours and policies, along with the conversation so far, the customer's profile with past bookings and orders, and live data such as the calendar and stock. It never answers from thin air.
The AI decides
Just answer? Or take an action: check free slots, book an appointment, create an order, save a detail.
The AI chooses from a small set of tools you control, and every tool is scoped to your business: it can book into your calendar, but it cannot invent a discount or act outside its rules. When it is not sure, it does not guess; it hands the conversation to your team.
Safety check
Every draft passes the guardrails before anything is sent.
Prices and hours must come from your business info, never invented. The reply has to stay on topic, repeat the details and wait for a clear yes before anything is booked or ordered, and messages that try to change the AI's rules are ignored.
The reply goes out
In the customer's language, in seconds, and your team sees it live in the inbox.
You can read along, take over with one click, or run a whole channel in review mode where every draft waits for your approval. The AI is an assistant working in front of you, not a black box.
When a human takes over
Some conversations belong with your team, and Dueto treats that as part of the flow, not as a failure.
The AI hands over when…
- It is not sure of the answer
- The customer asks for a person
- One of your own rules says so
Your team gets an alert
The customer is told a teammate will reply, your phones get a push notification, and the conversation is marked "needs attention" in the inbox.
A human replies
The AI pauses in that conversation, and your answer goes out from the same number and channel. When you are done, hand the chat back with one click.
The AI learns
Your answer can be saved to the knowledge base, so the next customer who asks the same question gets it automatically.
The AI's brain
The AI only says what's in here. Better knowledge means better answers, and it gets smarter every week.
The learning loop
What happens when a customer asks something the AI doesn't know:
The AI doesn't know
It never guesses.
It hands over to a human
And logs the question.
The owner answers once
From the unanswered list.
Saved to the knowledge base
The AI knows it forever.
Next time, the AI answers it instantly.
Why this matters
Customers get an answer in seconds; you keep full control of what is said and done. Speed, without losing the steering wheel.
Platform rules, covered
Meta requires business assistants on its platforms to offer a path to a human. The handoff above is built around that rule, so your channels stay compliant.
Your next customer is already typing
Set up Dueto in about 15 minutes and never leave a message unanswered again.