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Set up the AI agent

Let AI answer customers on the messenger, email and WhatsApp, and hand over to people with a brief.

2 min read Beta

Available on Starter, Growth, Pro, Enterprise. Compare plans

This feature is still being built. Some steps or screens may change.

The AI agent answers customers from your help centre articles and procedures, can run lookups in your systems, and hands the conversation to a person with a summary when it can’t help.

Open Admin Center, Integrations, AI & translation and choose the AI agent tab.

Setup

  1. Channels: pick where it answers new customer messages: Web messenger, Email and WhatsApp. For email, choose On new email tickets: Do nothing, Suggest help-centre articles (no AI writing) or Answer like in chat.
  2. Name and tone: how the agent introduces itself and sounds, for example “Friendly and brief. No emojis.”
  3. Banned topics: subjects it hands over instead of discussing, such as legal advice.
  4. Hand-off to people: the Hand-off group (or keep the ticket’s group), intents that always go to people, whether to hand over when the customer is very upset, and how many AI replies before hand-off.
  5. Billing and limits: a Monthly resolution cap, and after how many hours without a reply a conversation counts as resolved.
  6. Switch it on: Answering customers.

Tickets a person has replied to are never answered by AI. Every AI message carries the AI label; it cannot be switched off.

When it hands over

Besides your settings, it hands over when a customer asks for a person, when the sources don’t answer the question, when an action fails, or when the safety layer blocks an answer. It writes an internal note with a summary and the next step.

Try it first

The Playground lets you chat as a customer in test mode: nothing is sent or billed. Select a reply to see why the agent did it: the routing decision, intent, sentiment, sources and checks.

Measure it

Analytics shows conversations, the automated resolution rate, the hand-off rate and reasons, CSAT for AI-resolved tickets, and resolutions billed.

Cost

Each automated resolution (a ticket solved without a person) is billed. See How AI agent resolutions are billed.

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