Put an AI agent on website chat and messaging apps

Let a published agent answer customers on your website chat, WhatsApp and other messaging apps, and hand over to your team when it should.

For: Admins

Steps

Publish the agent (Versions → Publish). Only published agents can answer customers.
On the agent's Channels tab, switch on Website chat and/or Messaging apps, choose what happens outside business hours, and select Save channels.
Open Settings → Chat channels. For your website chat or a messaging app, set “Who answers first” to the agent and save.
The agent now answers each new chat in the customer's language, with the articles it used. Customers can choose “Talk to a person” at any time.
Actions set to Autonomous run when every guardrail passes and appear in the chat as “Done by AI agent <name>”. Anything that needs approval — and every refund, discount or payment — goes to your team instead.
When the agent hands over, the chat moves to Unclaimed with the agent's summary, any unsent draft reply and the actions it prepared as internal notes.

Turn on Stop this agent (or Stop all AI agents) to stop answering at once; new messages go to your team.
Rolling out a new version to a share of conversations keeps each customer on one version.

Still need help? Contact support

Let a published agent answer customers on your website chat, WhatsApp and other messaging apps, and hand over to your team when it should.

For: Admins

Publish the agent (Versions → Publish). Only published agents can answer customers.
On the agent's Channels tab, switch on Website chat and/or Messaging apps, choose what happens outside business hours, and select Save channels.
Open Settings → Chat channels. For your website chat or a messaging app, set “Who answers first” to the agent and save.
The agent now answers each new chat in the customer's language, with the articles it used. Customers can choose “Talk to a person” at any time.
Actions set to Autonomous run when every guardrail passes and appear in the chat as “Done by AI agent <name>”. Anything that needs approval — and every refund, discount or payment — goes to your team instead.
When the agent hands over, the chat moves to Unclaimed with the agent's summary, any unsent draft reply and the actions it prepared as internal notes.

Turn on Stop this agent (or Stop all AI agents) to stop answering at once; new messages go to your team.
Rolling out a new version to a share of conversations keeps each customer on one version.

Still need help? Contact support