Skip to main content
The AI agent is a virtual team member. It answers common customer questions on WhatsApp, and it passes the harder ones to your people.

​
What it can do

  • Reply to routine questions using your own information.
  • Look up live details, like an order status, through tools you connect.
  • Leave private notes for your team.
  • Create tickets when something needs follow-up.

​
How it works

  1. A customer sends a message.
  2. The agent checks your activation rules to decide if it should respond.
  3. It waits a short time so a team member can jump in first.
  4. It searches your knowledge base and uses any tools you enabled.
  5. It replies, leaves a note, creates a ticket, or hands off to a person.
If a team member replies, the agent pauses for a while so the two do not talk over each other. It also ignores messages from contacts you mark as internal.

​
Set it up

1

Define the role

Tell the agent who it is, what your company does, and how to behave. See Personalization.
2

Add what it should know

Write FAQs or upload documents. See Knowledge base.
3

Decide when it replies

Set rules, timing, and hours. See Activation.
4

Choose its tools

Turn on what it may do. See Built-in tools.
5

Switch it on

Turn the agent on from the AI overview page once setup is complete.
The agent can be wrong. Start with a few chats, read what it sends, and tighten your rules before using it everywhere.

​
Where to go next

Activation

Choose when the agent replies.

Personalization

Set its name, tone, and rules.

Knowledge base

Teach it your answers.

Self-training

Let it learn from resolved chats.

Built-in tools

Notes, tickets, and sending.

Custom tools

Connect your own API.

Connectors

Link outside systems.

Org and chat assistant

Get help for your team.

AI dictate

Speak instead of typing.