A WhatsApp AI agent for security companies: guard quotes, alarm packages, site survey bookings and the alarm-going-off message that reaches a person now
A security company's WhatsApp mixes a property manager asking for a guarding quote with a client whose alarm is going off. The first can wait ten minutes; the second cannot wait ten seconds. An agent takes the quote intake and books the site survey, and gets out of the way the instant a message looks like an incident.
Quick answer
A security company's agent answers service and package questions (guarding, patrols, CCTV, alarms, access control, monitoring), collects quote intake for guarding contracts (site type, location, hours, number of posts, start date), books site surveys, explains monitoring plans and maintenance schedules as published, and hands over immediately any incident, alarm activation, existing-client operational message, or complaint to the operations desk.
The incident rule
At the top of the instructions: if a message mentions an alarm activation, a break-in, a guard not turning up, an emergency or anything happening now, reply once with the control room number and hand over immediately; do not ask intake questions. Existing clients recognised from your list are handed over on any operational message. The alert goes to the control room phone, not a sales inbox. Test it. The mechanics are in the handover guide.
The split
| Let the agent handle | Keep with a person |
|---|---|
|
|
Guarding quote intake
- Site type (condo, factory, office, event, construction).
- Location and size.
- Hours of cover and number of posts.
- Armed or unarmed, any specific requirements.
- Start date and contract length.
- Decision maker and best time for a call.
Six answers give the sales team what they need for a proposal and a site survey. The agent records them and books the survey. The general intake pattern is in lead qualification questions.
Setting it up
- Knowledge. Paste the website, the package and price list for alarm and CCTV, the guarding services description, the existing-client list for recognition, and the licensing facts.
- Instructions. Role, tone (calm, precise), the incident rule, the existing-client handover, the intake questions, and the no-negotiation line.
- Booking or intake. Set the appointment types and hours, or the intake questions the agent asks in order.
- Handover. Name the topics that go to a person; the agent flags the chat and stops replying until you hand it back.
- Test. Send twenty real messages before customers do; the checklist is in the pre-launch test.
ReplyKit connects your number through Meta's official WhatsApp Business Platform. You sign in with your Facebook business account from the dashboard, pick or create the number, and it is live in a few minutes: no pairing, no phone that has to stay online, and no linked-device restriction risk. Replies to customers who message you carry no Meta fee inside the 24-hour service window; reminders and follow-ups sent outside it go as approved templates at Meta's per-message rate. Details in why ReplyKit runs on the official platform.
Two numbers
Sales intake and operations should not share a number. Keep the control room on its own line that clients are told to use for incidents, and the agent on a sales line. The agent still applies the incident rule for anyone who messages the wrong number. See the dedicated number guide.
Frequently asked questions
What happens if someone messages about an alarm going off?
One reply with the control room number and an immediate handover. No intake questions.
Can the agent quote guarding contracts?
It collects the intake and books a site survey. Pricing and proposals come from the sales team.
Can it answer alarm package prices?
From your published packages, yes.
How does it treat existing clients?
Recognises them from your list and hands over any operational message to the operations desk.
Should sales and operations share a WhatsApp number?
No. Keep the control room on its own line.
Sales intake handled, incidents untouched
Quote intake and site surveys booked, control room kept human. 7-day free trial.
Sources and further reading
- Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead
- WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
- ReplyKit Acceptable Use Policy · what we refuse to automate
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.