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AI agent overview

The AI agent is your always-on WhatsApp sales assistant. It answers incoming messages on its own, in your customer’s language, using the knowledge you give it: it explains your offer, answers pricing and product questions, handles objections, and guides interested leads toward a booking or purchase. When a person on your team steps into a chat, the agent steps back automatically.

You’ll find it in the app under AI Agent, organized into four tabs: Agent, Knowledge, Appointments, and Activation.

What the AI agent can do

  • Answer on its own — it replies to incoming WhatsApp messages without anyone on your team lifting a finger.
  • Know your business — it answers only from the knowledge base you build in the Knowledge tab: business info, FAQs, scanned websites, and uploaded documents. See Knowledge base.
  • Speak your customer’s language — it detects the language of each message and replies in it, mirroring the customer’s tone.
  • Handle objections — it responds to “too expensive”, “I need to think about it”, and similar pushback with empathy and concrete value, never pressure.
  • Book appointments — it shares your booking link (Calendly or similar) at the right moment. Shared links are automatically tagged so you can attribute bookings to the agent.
  • Recommend products — if you’ve connected a Shopify store, the agent can recommend matching products and send product cards (image, price, buy button) right in the chat. See Shopify integration.
  • Remember each customer — it knows whether someone is a first-time lead, an existing customer, or already converted, and adapts. It never re-pitches someone who already bought.
  • Yield to your team and your automations — it pauses when a human takes over and stays silent while an automation or form is running for that contact. See Handover & reply hours.

What it won’t do

  • Invent facts. If the answer isn’t in its knowledge base, the agent says it will check and offers to connect a human — it never makes up prices, availability, events, or promises.
  • Message outside the 24-hour window. WhatsApp only allows free-form replies within 24 hours of the customer’s last message. Outside that window the agent stays silent (use templates and automations to re-open the conversation).
  • Contact opted-out people. Contacts who opted out never get an agent reply. See Opt-in management.
  • Give medical or diagnostic advice. On health topics it empathizes and guides people to your human experts instead.
  • Talk over a running form or automation. If a form or automation currently owns the conversation, the agent waits.
  • Chat endlessly. If someone is just chatting with no real intent, the agent politely wraps up instead of burning replies for hours.

Setting up your agent, step by step

  1. Make sure your WhatsApp number is connected — see Connect WhatsApp. The Setup checklist on the right side of the AI Agent page tracks this for you.
  2. Open AI Agent and go to the Agent tab.
  3. Under Identity, give your agent a name in Your agent’s name — for example one of the presets (Mia, Sandra, Nick, Leo, Lena) or your own. That’s the only personality setting you need: the agent’s conversational style (warm, human, short messages, never pushy) is built in, and it adapts language and tone to each customer automatically. If you want to shape how it handles specific situations, add Skills in the Knowledge tab.
  4. Check Model & limits. The recommended default model is right for almost everyone. Max. reply length caps how long a single answer can get, and Daily limit / contact (0 = ∞) caps how many replies one contact can receive per day.
  5. Set your Reply hours: From (hour), To (hour), Timezone, and Active weekdays. Use 0–24 with all weekdays for around-the-clock coverage. Messages that arrive outside the window aren’t lost — the agent answers them at the next opening (as long as the 24-hour window is still open). Details in Handover & reply hours.
  6. Review Handover control. With Only reply when handed control checked (the default), the agent speaks only after a conversation is handed to it — by an automation, by Intelligent auto-handover, or by you in the inbox. This keeps it from jumping into chats your team or your automations are handling. See Handover & reply hours.
  7. Fill the Knowledge tab — this is the agent’s brain. Add business info, FAQs, websites, and files. Full guide: Knowledge base.
  8. In the Appointments tab, paste your Calendly / booking link if you want the agent to book calls or appointments.
  9. In the Activation tab, switch Activate agent on. The status badge in the header flips to Active.
  10. Click Save changes — you’ll see ✓ Saved & live when everything is stored.

When the agent replies — and when it stays silent

Once active, the agent replies to an incoming message when all of these are true:

  • The agent is switched on (Activation tab) and the contact hasn’t opted out.
  • The customer’s message arrived within the last 24 hours (WhatsApp’s service window).
  • The current time is inside the agent’s Reply hours. Outside them, the reply is held and sent at the next opening.
  • The conversation was handed to the agent — by an automation step, by Intelligent auto-handover, or manually in the inbox (unless you’ve unchecked Only reply when handed control).
  • No automation or form is currently running for that contact — those always take priority, so a quiz or form is never interrupted mid-flow.
  • No human has taken over the chat.
  • The contact’s daily reply limit hasn’t been reached.

If any of these isn’t true, the agent simply stays quiet. It never sends half-replies or apologizes for being unavailable — from the customer’s perspective there is just one seamless conversation.

The agent also protects itself (and your budget) with built-in safeguards: it answers a burst of quick messages as one coherent reply instead of several fragments, and it disengages from conversations that clearly go nowhere.

Monitoring conversations in the inbox

Every agent conversation lives in your normal Inbox — there is no separate “bot inbox”. While viewing a chat:

  • A 🤖 Bot active badge in the chat header means the agent is handling this contact. Click it to pause the agent and take over yourself.
  • Simply typing a reply yourself also pauses the agent for that contact — you never have to race it.
  • After taking over, the badge shows 🙋 Taken over · Resume bot. Click it when you’re done and want the agent to continue.
  • Use the Conversion menu to record the outcome: Purchase completed, Appointment booked, or Mark as lost. A converted contact shows a ✓ Converted badge, and the agent stops pitching them.

More on taking over and resuming: Handover & reply hours.

Working with more than one agent

You can create several agents — for example one focused on booking calls and one for product questions — using + New agent at the top of the AI Agent page. One agent is always the Default (change it with Set as default); it handles conversations unless an automation assigns a specific agent. In the automation builder, the Hand over to AI agent step lets you pick which agent takes the conversation and set a Conversion goal (optional) for it — see Automation steps.

Worked example: a yoga studio sets up “Mia”

Luisa runs a yoga studio and wants trial-class requests answered even when she’s teaching:

  1. She opens AI Agent, keeps the preset name Mia, and leaves Model & limits at the defaults.
  2. Under Reply hours she sets From (hour) 7, To (hour) 22, timezone Europe/Berlin, all weekdays active — Mia covers early birds and night owls, but not the middle of the night.
  3. In the Knowledge tab she fills What the business does (“Yoga studio in Cologne Ehrenfeld, classes for beginners to advanced, first trial class €10…”), adds her schedule as a PDF, and creates FAQs for pricing, trial classes, and what to bring.
  4. In Appointments she pastes her Calendly link for trial-class bookings.
  5. She switches Activate agent on in the Activation tab and clicks Save changes.
  6. In her welcome automation, she adds a Hand over to AI agent step with the conversion goal Appointment booking (call) — every new lead who writes in gets Mia.

That evening a lead asks “how much is a trial class and do you have anything on Saturdays?” — Mia answers from the knowledge base, handles the follow-up “is it OK if I’ve never done yoga?”, and shares the booking link. Luisa sees the whole exchange in her inbox the next morning and marks the contact Appointment booked.