AI Agents
Setting Up an AI Agent
Updated 31 May 2026
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
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Go to AI Agents in the left navigation
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Click Create Bot
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Enter a name and optionally upload an avatar
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In the Knowledge Base tab, link one or more KB Collections the bot should use to answer questions
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Click Save — the bot is created with status Draft
Assigning to a channel
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Open the bot and go to the Settings tab
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Under Assigned Channels, select the WhatsApp channel(s) this bot should handle
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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.