What are AI Agents?
An AI Agent is a virtual colleague that answers your customers' questions on your behalf, using your own content. It speaks in the tone you choose, collects the details your team needs, and hands the conversation to a person when it should.
Beta
AI Agents are currently in beta. We'd love your feedback as you try them out.
How an AI Agent works
A customer sends a message on the channel the agent is connected to.
The agent looks up the answer in your data store: the PDFs and website pages you added.
It replies in the language, tone and style you configured.
It collects information you asked for, such as a company name or budget.
It hands over to your team when the customer asks for a person, is unhappy, or the conversation needs a human. A short summary is added for your agent.
What can an AI Agent do for you?
Capability | What it means |
|---|---|
Answer frequently asked questions | Based on your website pages and documents, for example plans, opening hours or product details. |
Match your brand voice | Set a job description, tone of voice and writing guidelines. |
Collect details | Ask for custom fields, such as company name or budget, before handing over. |
Hand over smartly | Pass the conversation to the right team or colleague, with a summary note. |
Close conversations | Close only when the customer says they're satisfied or have no further questions. |
AI Agents or the flow builder?
Both use AI, but they suit different needs.
AI Agents | Flow builder | |
|---|---|---|
Best for | Answering questions from your content, quickly | Fully controlled, step-by-step conversations |
Setup | Describe the job and add your content | Combine nodes to design each step |
Control | You guide behaviour with instructions | You decide every step |
Tip
Start simple. Give your agent a clear job description and one or two use cases, test it, then expand. You can still use the flow builder where you need more control.
Good to know
AI conversations are billed on a postpaid basis through your subscription. [Link to your subscription and pricing page]
Each agent is connected to one channel.
Once a conversation is assigned to a team member, the AI Agent stops replying.