WhatsApp chatbot for gas and water distributors in Brazil that takes orders on its own

Does the AI take cylinder and water jug orders on WhatsApp without anyone answering?

It takes and builds the whole order: product, quantity, whether it is with or without an exchange, address and payment method. The order enters the CRM as a card in the “New order” stage, with the items noted, and you get an alert. Your team decides the order of deliveries and sends the driver.

With the ready-made Brain for gas and water distributors, the AI closes the order in three messages. In the first, it confirms the item and asks whether the customer has the empty cylinder to exchange. In the second, it asks for the address with the neighborhood and the payment method. In the third, it repeats the whole order, with the total written out, the delivery fee, the change and the lead time as a time range, and ends with “Confirm?”.

The order pipeline comes with the stages New order, Paid, Being picked, Shipped, Delivered and Canceled. When the customer confirms, you get the confirmed-order alert. If the delivery was set for another day and time, the customer gets a reminder beforehand; that reminder comes turned on, and you can turn it off.

Minimum order, free delivery above a certain amount and wholesale pricing from a certain number of units are rules you write. Before deciding, the AI writes in the conversation the number that governs each one (the neighborhood, the quantity, the total), and at the boundary it states both sides. Outside business hours, it keeps answering: it builds the order and says the delivery goes out at the next opening time.

What it does not know: how many cylinders are still on the truck and what the best route is. CertuAI does not track load, does not build routes and does not show the customer where the order is on the route.

Can the chatbot repeat the customer's last order on WhatsApp?

Yes, by WhatsApp number: the address, the landmark and what the customer usually orders are kept in their record, and the AI repeats the usual order so they only have to confirm. Two limits: someone who changes SIM card starts from zero, and after 12 hours without a conversation the old messages drop out of what the AI reads, but the record stays.

What the customer has said that stays valid for months, such as address, landmark and what they usually order, is kept in their record in the CRM and goes back to the AI in the next conversation. That is why someone who has already ordered only confirms, instead of dictating everything again. See also how it recognizes people who order a cylinder every month.

The record only keeps what the customer said outright. The AI does not invent or deduce. What applies to a single order, such as today's quantity or the address of a one-off delivery, stays on the order card, not in the record. If you want a fixed field, such as “Usual order” or “Landmark”, create that field in the record, and the AI starts using that name.

The AI does not rebuild today's order by copying the previous one on its own. It repeats the usual order if that is in the record, and even then it confirms before closing: “The usual is one 13 kg cylinder with exchange at 120 Rua das Flores, right?”. If the record is not clear, it asks which one it is.

After 12 hours without a conversation, the old messages drop out of what the AI reads, so yesterday's cart does not get into today's order. When the customer comes back after that, the AI gets a short summary of what was already said, in addition to the record. Someone who changes numbers starts from zero, because recognition is by number.

The customer writes that they smelled gas: what does the AI answer?

The first thing in the reply is to tell them to call the fire department at 193 and to bring in a person from the distributor: with the ready-made distributor Brain, it gives only the basic safety guidance and hands the conversation to your team, with the alert marked as urgent, including on the on-call WhatsApp if you register one. It does not teach how to test for leaks or how to replace a regulator or hose.

The official guidance comes from Civil Defense. For a leak with no fire, the São Paulo City Hall Civil Defense says to close the valve, move people away from the area, not touch any light switch, not smoke or strike a match or lighter, open doors and windows, and call the gas company and, in serious cases, the fire department at 193 (read on October 1, 2026). The ready-made Brain entry follows the same line and adds no procedure.

The guidance written in the ready-made Brain is this: close the cylinder valve, open doors and windows, do not turn any light switch on or off, do not use fire or electrical appliances in the area, and call the fire department at 193. After that, the conversation goes to a person. The same entry forbids the AI from guessing where the leak comes from, from suggesting a test with a match or lighter, and from telling the customer to replace the regulator or hose on their own.

The alert to your team changes when it is an emergency: the subject and the first line say it is urgent, and it goes out right away, even if you chose to receive alerts as a summary. An emergency always calls a person, even if the AI forgets to ask. If you register an on-call WhatsApp, that number receives every emergency, in addition to the usual alerts.

One honest caveat: this guidance comes from the Brain's text, not from a rule hidden in the system. CertuAI does not come with a ready-made list of what counts as an emergency in each line of business; you decide. If your account does not have that entry, the AI uses a more cautious criterion: it only flags as an emergency what is a risk to someone's life, health or safety happening right now. Check the entry before turning the AI on and write down what happens at night and on Sunday. More details in what the AI does when the customer smells gas.

Does it let the customer know when it's time to order gas again?

It does if you turn that rule on in the CRM. You choose how many days after the last delivered order the message goes out, and it goes out only once. Without the rule on, nothing goes out on its own: every account starts with an empty list of rules.

The count of days starts from the last order that reached the Delivered stage. You can write the message, with the customer's name and the distributor's name, or let the AI write it on the spot. When the AI writes it, it gets the summary of that customer's last order and can mention what they bought. The message only goes out again after a new order is delivered. Conversations that someone on your team has taken over are left out, and the check runs every 30 minutes.

The official Meta connection has a lock: after 24 hours without a message from the customer, the business can only write first using a message template approved by Meta. Since the reorder message almost always goes out weeks after the last order, without an approved template it is not sent. That is a Meta rule, not a CertuAI choice.

Do not confuse it with the other automatic alert, the stalled-conversation one. That one nudges someone who stopped replying in the middle of an order, in hours and not weeks, and it is set up separately.

Does it answer the day's price, the neighborhood fee and whether the customer needs change?

It answers what is written. The price comes from the Brain's price table or from the product catalog, always with the condition attached: with or without an exchange. The fee comes from the list of neighborhoods. On every cash order, it asks “change for how much?” before closing. See also how it answers the day's price and change.

In the ready-made Brain, the table asks for the date you confirmed the prices, and the AI never quietly picks between with and without an exchange: if the customer did not say whether they have the empty cylinder, it asks. Cylinder prices change without notice, so someone on the team needs to own that number. If you add the products to the catalog with the price as a number, the AI does not add up in its head: it uses a calculator in the system and repeats the total it received.

The list of neighborhoods can live in two places. On any plan, you write in the Brain the neighborhoods, the fee for each one, the minimum order and what to do with an address outside the area. Anyone with the Business Control add-on, which is already included in Max and Max + or bought separately, enters each neighborhood with fee, time and minimum order on a dedicated screen, and can mark the list as complete. Then the AI answers “we don't deliver there” right away for a neighborhood outside the area, instead of “I'll check”.

Pix (Brazil's instant payment): the AI gives only the key written in your registration, and a lock checks every number before the message goes out. Payment receipt: it thanks the customer and says the team will confirm, because confirming a payment is always done by a person. Discounts are not up to it either: a request for a discount goes to someone on the team.

What stays in the system your distributor already uses: tracking the empty cylinders at each customer's home, sales put on a tab to be paid at the end of the month, the delivery driver's app, recording payment on the street and printing the order. CertuAI does not do any of these five things today. What exists, for those who have the add-on, is automatic stock deduction on sale, which comes turned off and recognizes the product by name.

Does it understand the voice messages and photos the customer sends?

It understands both. The voice message is turned into text before the AI answers, and the photo is described to it, along with any text that appears in the image, such as on a receipt or a label. If the photo cannot be read, the AI asks the customer to write it out, instead of staying silent.

In a gas order, the voice message is where the error lives: the house number said in a hurry, in the middle of lunch. That is why the ready-made Brain makes every order go out with street, number, neighborhood and landmark written in the summary, for the customer to read and correct before confirming. The person who checks the address is the one who lives there, not the driver standing on the sidewalk. Read more about how it confirms the address in writing and about what to do when the agent does not understand a voice message.

Does it work for mineral water distributors and for those who sell both gas and water?

Yes. The ready-made Brain is called “Gas and water distributor”, and its table already has the water line: 20-liter returnable jug, with and without an exchange, and multipacks. The water order goes through the same pipeline as gas, and what changes is the reorder rhythm, which you write in the days rule.

The rule that prevents mistakes with water is the same as for cylinders. When the same product exists in more than one version, such as a returnable or disposable jug, a multipack or a single unit, the choice is the customer's: the AI asks, instead of quietly choosing.

Those who sell both get one more question per order: “want me to send a jug along?”. In the ready-made Brain, a cylinder-and-jug combo is only offered if it is written in the promotions entry, once and without pushing. The list of neighborhoods with fees was also made for those who deliver by motorbike to the door: gas, water and food use the same screen.

What CertuAI measured at gas and water distributors

At 2 gas and water distributors that use CertuAI, 53% of the orders the agent confirmed closed without anyone on the team writing in the conversation: 304 of 574, from Sep 18 to 30, 2026. In the others, someone on the team stepped in before or right after the confirmation.

Source: CertuAI's customer conversation data, 2 gas and water distributors, orders the agent confirmed from September 18 to 30, 2026, counting each customer's last order in the period. The count is about the orders the agent confirmed, not all of the distributors' orders.

What changes in the distributor with an AI agent?

What changes is who answers first: the message no longer waits for you and gets an answer right away. These are four everyday situations at the distributor before and after the CertuAI agent.

What does a conversation handled by the AI look like?

What does the WhatsApp agent do for gas distributors?

It does the customer service that is yours today. You teach the business once in the Brain, CertuAI's knowledge base, and the agent answers clients your way, with your rules.

What questions do clients send on WhatsApp?

They are always the same, and the agent answers each one on its own. These everyday distributor messages no longer depend on you having your phone in hand.

How does the agent start answering customers at the distributor?

In three steps, on the same day. No installation, no code and no changing the number clients already know.

How much does an AI agent on WhatsApp cost for gas distributors?

The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business Brain, the CRM, automatic follow-up and AI assistants, which come with every paid plan. Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. No contract and no setup fee.

What needs to be ready before turning on the agent at the distributor?

The agent answers what is written, and nothing beyond that. Have these points defined before you connect WhatsApp.

• The day's price for each product, and who on the team is responsible for updating that number
• The delivery area by neighborhood, with the shipping cost when there is one
• The real delivery window by time of day, and the time the last route leaves
• The payment methods accepted at the door, including Pix (Brazil's instant payment), card and whether change is needed
• The cylinder exchange rule: whether the empty cylinder is required and what changes when the customer does not have one
• What the agent answers to an out-of-area order, so nobody waits for a delivery that will not go out

Whether the agent confirms the order as closed, or only records it and your route team confirms the delivery window.

The most common mistake: Trusting the customer's voice message for the address. A house number and landmark said in a rush are what make the driver circle the neighborhood, and the order needs to leave the conversation in writing and confirmed. Read how to fix this.

Frequently asked questions from gas distributors

More about gas distributors

In what other fields does the CertuAI agent work?

In any business that serves customers on WhatsApp, because the Brain is written by you. These fields have a day-to-day closest to yours.

Where can I read more about CertuAI's WhatsApp agent?

These pages explain the same agent from another angle: how it works, price, common questions and comparisons between platforms.

• Ready-made Brain for gas and water distributors, 23 open entries to copy
• Demo CRM with store examples, to try without signing up
• How the AI WhatsApp chatbot works
• CertuAI plans and prices
• How much it costs to put AI in your business
• WhatsApp AI guides, step by step
• AI blog for small businesses
• Compare WhatsApp chatbot platforms
• All fields served by the CertuAI agent