Chat AI Agent

A Chat AI Agent uses GPT (large language model) to read your instructions and automatically respond to customer messages in a natural, human-like way.

Create a Chat AI Agent

1. Go to AI Agents
2. Click + New Agent
3. Select Chat AI Agent
4. Fill in the agent details:

Agent Configuration

Writing Good Instructions

Your instructions define how the AI behaves. Example:

You are a customer support agent for Acme Store.
You help customers with:
- Order status inquiries
- Return and refund policies
- Product recommendations

Always be polite and professional. If you cannot answer
a question, say "Let me connect you with our team."
Do NOT make up information not in the knowledge base.

Knowledge Base

Add documents for the AI to reference:

1. Open your Chat AI Agent
2. Click Knowledge Base
3. Add content via:
   • Plain text — Paste FAQs, policies, product descriptions
   • URL — The AI fetches and indexes the page
   • File upload — PDF, DOCX support

The AI uses the knowledge base to answer questions accurately without hallucinating.

Testing Your Agent

1. Open the agent
2. Use the Test Chat panel to simulate a conversation
3. Review the AI’s responses
4. Adjust instructions if needed

Assigning to a Conversation

You can manually assign a Chat AI Agent to a specific conversation:

1. Open the conversation in Messages
2. Click Assign AI Agent in the conversation header
3. Select your agent

Deactivating / Archiving

1. Open the agent
2. Toggle Status to Inactive

Inactive agents do not process messages but their configuration is preserved.

AI Credits Usage

Each AI-generated response consumes credits based on:

• Input tokens (conversation history + instructions)
• Output tokens (the response generated)

Monitor usage at Settings → AI Credits.