# Agent replies (/docs/whatsapp/agent-replies)

> Choose the agent that answers a WhatsApp number, turn its replies on or off, and change how its replies feel to customers.

Each WhatsApp number has one agent that answers its chats.

## Before you start [#before-you-start]

[Receive messages](/docs/whatsapp/inbound-replies) is set up on the number. What the agent says comes from its prompt ([Configure your agent](/docs/dashboard-guides/configure-your-agent)).

## Attach the agent [#attach-the-agent]

On the number card, open **Choose agent** next to **Answered by** and pick your agent. **Remove agent** in the same menu stops replies.

## Turn agent replies on or off [#turn-agent-replies-on-or-off]

In **Number settings** (gear icon on the card), **Replies** has the **Agent replies** switch. Off means the agent stays quiet and your team answers from the [chat inbox](/docs/whatsapp/inbox).

    <img alt="The Replies section of Number settings with Agent replies and the reply switches" src="__img0" />

## How the agent replies [#how-the-agent-replies]

These only work while **Agent replies** is on.

| Switch                         | What the customer sees                                                      |
| ------------------------------ | --------------------------------------------------------------------------- |
| **Typing and read ticks**      | Blue ticks on their message, and a typing indicator while the agent writes. |
| **Quote the message answered** | A reply to an earlier message quotes it, like people do in WhatsApp.        |
| **Emoji reactions**            | The agent can react with an emoji, for example 👍 to "thanks".              |

## What the agent can send [#what-the-agent-can-send]

| Switch                               | What it does                                                                                                                                |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------- |
| **Location, phone and call buttons** | The agent can ask for the customer's location or phone number, and send a call button when [WhatsApp calls](/docs/whatsapp/calling) are on. |
| **Voice notes**                      | The agent answers a voice note with a voice note.                                                                                           |

Voice notes are a paid add-on; the rate shows next to the switch before you confirm. A switch you can't use shows **Not on your plan** or **Not on this number**.

## What the customer sees [#what-the-customer-sees]

The phone beside the settings in the dashboard updates as you switch things on or off.

  
    

    
      Typing, quoted reply and a reaction
    
  

  
    

    
      Location button and a voice note
    
  

  
    

    
      Agent replies off
    
  

## When your team steps in [#when-your-team-steps-in]

If your team [takes over a chat](/docs/whatsapp/inbox#take-over-a-chat), the agent stays quiet in that chat until it's handed back.