Skip to main content
An AI agent is an assistant that handles conversations on its own: it answers frequently asked questions, guides the customer, and resolves what it can, without a human having to be on every message.

​
How it’s set up

1

Create the agent

In Automation → Agents, define its personality, its tone, and the instructions for what it should (and shouldn’t) do.
2

Give it knowledge

Add your business’s information and the resources it can share with the customer (for example, a guide or a link).
3

Test it

Use the testing space to chat with the agent and fine-tune its replies before putting it into production.
4

Activate it in an inbox

Assign the agent to an inbox so it handles its conversations automatically.

​
AI and people, together

The agent handles things first; when a case needs it, the conversation is passed to a person on your team. That way you combine the speed of AI with human judgment.
AI agents use your own AI provider key, so you control their usage and their cost.