Handover, memory and best practices
Get the most out of your AI Agent: know when it steps back, what it remembers, and how to keep it on topic.
Handover to your team
When a conversation is assigned to a team member, the AI Agent stops replying, so your colleague and the agent never answer at the same time. Your colleague picks up with the summary note already in place.
What the agent remembers
For each conversation, the agent uses the last 20 messages together with a running summary of the conversation. That keeps answers consistent, but it also means older details, such as a budget mentioned weeks ago, can still influence replies. If details change, the customer can simply tell the agent.
Keep your agent on topic
Brief your agent to answer only questions about your business. Without clear limits, an AI agent may try to answer anything, from the weather to public figures.
State clearly what the agent should and shouldn't talk about.
Tell it to hand over when it doesn't know the answer.
Check answers about prices and conditions in your tests.
AI can make mistakes
An AI Agent can occasionally give an incorrect answer. Test regularly with real questions and review conversations, especially at the start.
Best practices
Do | Why |
|---|---|
Start with one clear job description | Simple agents are easier to test and improve. |
Ask for the details your team needs | Handover notes then arrive complete. |
Test on your real channel | You see exactly what customers will see. |
Review and refine | Adjust instructions and content based on real conversations. |
FAQ
Can one agent work on several channels?
Each agent is connected to one channel. [Confirm current channel availability: WhatsApp, web chat, Messenger, Instagram.]
Will the agent answer outside my data store?
The agent answers mainly from your content. [Confirm product behaviour on general answers.]
How am I billed?
AI conversations are billed postpaid through your subscription. [Add pricing and how a conversation is counted.