AI Agent

Set up an AI Agent to respond to customer conversations using the rules and information you provide. Use it for a focused auto-reply or a broader chat agent that can handle common questions and hand conversations back to your team when needed.

Note: Write access for AI Agents lets you create, configure, test, enable, and disable agents. The tabs available after setup are Insights, Knowledge, Review, and Escalation; Review and Escalation appear when those workflows apply.

Choose a Reply Mode

Select New AI Agent, then choose the simplest mode that fits the job. Use replies I write matches common questions to exact responses you provide. Answer from my information writes a response from your instructions and connected knowledge when customer questions vary.

Set Instructions and Knowledge

For exact replies, define what a message must mean and write the response the customer should receive. For an information-based agent, describe its job, boundaries, tone, and the situations it must leave to your team. Write these instructions as you would brief a new teammate.

Add a knowledge source containing the answers it may use. You can select a shared knowledge base or add supported files, a website, or Google Sheets. Review imported information before enabling the agent, and remove outdated sources when the business information changes.

Choose Channels and Conversations

Select the connected accounts where the AI Agent may reply. Supported choices can include Connected WhatsApp, WhatsApp Business, Instagram, and Website Chat. A connected account cannot be assigned to two AI Agents at the same time.

Choose all chats, private chats only, groups only, or an exact list of conversations. Use exclusions when the agent should work broadly except for a few sensitive chats. For groups, configure mention behavior when replies should happen only after someone calls the agent by name.

Fallbacks and Escalation

Add a fallback reply only when customers should receive a standard message for unanswered cases; leave it blank when the safest behavior is silence. For an information-based agent, list topics—such as refunds, discounts, or custom contracts—that must always go to your team. Escalated conversations appear in the Inbox and the agent’s Escalation tab.

Instagram comment automation can invite someone into a private conversation when their comment matches your chosen keyword. Configure the public reply and private response carefully so the customer understands what happens next.

Test and Review

Use Test reply before enabling the AI Agent. Test common questions, unclear requests, and topics that should escalate. If Check replies before sending is enabled, the AI Agent creates drafts for a person to approve from the Review tab instead of sending immediately.

After launch, use Insights to review outcomes, Knowledge to maintain source information, Review for pending drafts, and Escalation for conversations handed to the team. Agents configured to require approval create drafts until a person approves or edits them.

Manage AI Agents

The AI Agent list shows every agent, its assigned channels, mode, and status. Open an agent to test it, edit its setup, and review activity. With write access for AI Agents, you can enable or disable a live agent; disable it before making customer-facing changes when you do not want it replying during the update.