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The AI Agent is the core component that powers your customer support. You can create multiple agents tailored to different use cases or customer segments.

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What can an AI Agent do?

Your AI Agent works just like a human support agent:
  • Answer questions using knowledge from your documents and FAQs
  • Take action on behalf of customers (check orders, update accounts, etc.)
  • Communicate across channels like live chat, WhatsApp, and SMS
  • Escalate to human agents when it can’t resolve an issue

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Build a better agent

Follow these steps to create an effective AI Agent:

Train

Add documents, FAQs, and custom actions to build your agent’s knowledge base.

Test

Simulate conversations to identify gaps and improve responses.

Integrate

Connect your agent to live chat, WhatsApp, SMS, and other channels.

Escalate

Set up handoff rules for when human intervention is needed.

Analyze

Review conversation analytics to continuously improve performance.