AI Agents are bots that automatically respond to customer messages on your WhatsApp channels. They use your knowledge base to answer questions and hand off to a human agent when needed.
Requirements #
AI Agents are available on the Business plan and above. If you are on a lower plan, upgrade from Profile → Pricing Plans.
Creating an AI Agent #
- Go to AI Agents in the left navigation
- Click Create Bot
- Enter a name and optionally upload an avatar
- In the Knowledge Base tab, link one or more KB Collections the bot should use to answer questions
- Click Save — the bot is created with status Draft
Assigning to a channel #
- Open the bot and go to the Settings tab
- Under Assigned Channels, select the WhatsApp channel(s) this bot should handle
- Save the settings
Testing before activating #
Click the Test button on the bot card to open a test chat drawer. Send sample questions to verify the bot responds correctly before going live.
Activating the bot #
Once you’re satisfied with the test results, click Enable from the bot card menu or the edit page. The bot status changes to Active (shown with a green dot) and it begins handling conversations on its assigned channels.
Handoff to human agents #
When the bot can’t resolve a query, it hands off the conversation to a human agent. The Handoff Rate shown on the bot card tells you what percentage of conversations required a handoff.
