# Mujib FAQ: answers to the questions businesses ask most

> The Mujib FAQ: connecting WhatsApp and Instagram, dialects, where answers come from, bookings and handoff, what counts as a conversation, and data safety.

This FAQ gathers the questions business owners ask most about Mujib, before they subscribe and after. Each answer starts with the short version, then points you to the page with the details. For the words the dashboard uses, see the [glossary](https://docs.mujib.ai/en/reference/glossary/).

## What is Mujib?

Mujib is an AI customer service agent that answers your business's customers on WhatsApp, Messenger and Instagram at any hour, only from your own information; it books appointments, takes orders, and hands the conversation to your team when a person is needed. See [What is Mujib](https://docs.mujib.ai/en/start/what-is-mujib/).

## Do I need a new WhatsApp number or SIM card?

No. Mujib links to your current business number as a linked device, like WhatsApp Web, and the number keeps working on your phone and in the WhatsApp app as usual. A WhatsApp Business number and a regular WhatsApp number link the same way. See [Connect WhatsApp](https://docs.mujib.ai/en/start/connect-whatsapp/).

## Which channels does the agent answer on?

The agent answers on WhatsApp, Messenger and Instagram, each connected from the **Channels** page. It can also answer comments on your posts with a private message to the person who commented. Whether Messenger and Instagram are available depends on your subscription. See [Connect Instagram and Messenger](https://docs.mujib.ai/en/start/connect-instagram-messenger/) and [Comment auto reply](https://docs.mujib.ai/en/features/comments/).

## Where do the agent's answers come from?

The agent answers only from your business's knowledge base: the facts you approved in the setup wizard, the entries you add in **Knowledge**, and the files you upload. It never guesses a price or a time that is not there; it says it does not have that information. See [Knowledge base](https://docs.mujib.ai/en/agent/knowledge-base/).

## Which languages and dialects does the agent speak?

The agent speaks Modern Standard Arabic, the Jordanian, Levantine, Gulf, Saudi, Egyptian and Iraqi dialects, and English. You pick the dialect in the agent's settings; by default it replies in the language the customer wrote in, and you can make it keep to one language. See [Tone, dialect and language](https://docs.mujib.ai/en/agent/tone-dialect-language/).

## Does the agent book appointments?

Yes, if your business takes appointments: it offers only times that are really free at your branches, saves the appointment on **Calendar**, and moves or cancels it when the customer asks. Booking works while the **Bookings** module is on for your business. See [How booking works](https://docs.mujib.ai/en/bookings/how-it-works/).

## What happens when the agent does not know the answer?

The agent tells the customer plainly that it does not have that information and hands the conversation to your team, and you get an alert to pick it up. It also hands over complaints, sensitive cases, and any case you write yourself. See [Human handoff](https://docs.mujib.ai/en/agent/human-handoff/).

## Can I reply to my customers myself?

Yes. You reply from WhatsApp on your phone or from **Inbox** in the Mujib dashboard, and the agent stops replying in that conversation only, so the two of you never answer at once. See [Reply from your phone](https://docs.mujib.ai/en/inbox/staff-reply-pauses-agent/) and [Auto-resume](https://docs.mujib.ai/en/agent/auto-resume/).

## Does the agent understand voice messages and photos?

Yes. The agent turns every voice message into text and answers it, and it looks at the photos customers send while the **Reads images** switch is on, which it is by default. On WhatsApp it can answer a voice message with a voice message if you turn that on. See [WhatsApp voice messages](https://docs.mujib.ai/en/agent/voice-messages/) and [Images in chat](https://docs.mujib.ai/en/agent/media/).

## Does the agent message my customers on its own?

No. Every reply from the agent answers a message the customer wrote, or a comment they left on your posts. The messages that go out before a customer writes are the ones you control: appointment reminders, which are on by default for businesses that take appointments and which you can switch off, and the campaigns you send. See [AI agent limits](https://docs.mujib.ai/en/agent/what-it-does-not-do/).

## How do I pause the agent?

Pause it with the **Master switch — all agents** in **Agent Studio** for every channel, or stop replies on one channel or in one conversation. In every case messages still reach **Inbox** and your team answers them. See [Turn off the WhatsApp AI agent](https://docs.mujib.ai/en/agent/turn-on-off/).

## What counts as a conversation in my plan?

A conversation is all the messages with one person on one channel within 24 hours of their first message, however many messages it holds. It counts whether the agent, your team or nobody replies.

- If the person comes back after that time, a new conversation starts.
- This cycle's conversations are used up: each new customer is out of allowance, so the agent doesn't answer them and your team does; open conversations finish their 24 hours. The agent answers again at renewal, or when you add conversations or upgrade.

See [Billing](https://docs.mujib.ai/en/account/billing/).

## How much does Mujib cost?

Plans, prices and trial terms are on the [pricing page](https://mujib.ai/pricing), and how billing and payment work is explained in [Billing](https://docs.mujib.ai/en/account/billing/).

## Is my customers' data safe?

Your channel connection data, such as the WhatsApp session and your Facebook and Instagram tokens, is stored encrypted, and each account on your team sees only what its permissions allow. See [Data protection](https://docs.mujib.ai/en/security/data-protection/) and [Data deletion](https://docs.mujib.ai/en/security/data-deletion/).

## Can I connect Mujib to my other systems?

Yes. From the **Integrations** page you connect Mujib to Claude and ChatGPT, to CRM systems and Google Sheets, to your Shopify or WooCommerce store, and to automation tools such as Zapier, Make and n8n. Developers also get a read-only API and webhooks. The integrations page is for the account owner and admins only. See [Integrations](https://docs.mujib.ai/en/integrations/overview/) and [the developer API](https://docs.mujib.ai/en/developers/overview/).

## Frequently asked questions

### Do I need a new WhatsApp number to use Mujib?

No. Mujib links to your current business number as a linked device, and the number keeps working on your phone as usual.

### Does the agent make up information?

No. It answers only from your business's knowledge, and when it cannot find the answer it says so and hands the conversation to your team.

### Can I reply to customers myself?

Yes, from your phone or from the Mujib dashboard. When you reply, the agent stops in that conversation only.

### What counts as a conversation in my plan?

All messages with one person on one channel within 24 hours of their first message are one conversation, whoever replies.

### How much does Mujib cost?

Plans and prices are on https://mujib.ai/pricing, and the billing page explains how billing works.

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Source: https://docs.mujib.ai/en/reference/faq/ · Last updated: 2026-11-04