The AI chat assistant replies to messages for you: website chat, Facebook Messenger, Instagram, text messages and more. It can answer questions, collect details and book appointments.
Before you start #
- Connect the channels you want it to answer, for example Facebook and Instagram. See How to connect your Facebook and Instagram accounts.
- For website chat, add a chat widget to your site (Sites → Chat Widget).
- Set up a knowledge base so it knows your business.
- AI replies use credits. See What AI costs and how it uses credits.
Steps #
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AI Agents → Conversation AI
Click AI Agents, then the Conversation AI tab.
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Create Agent
Click + Create Agent. The guided setup is the easiest start: choose General Q&A to answer questions, or Appointment Booking to book people in.
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Set its voice and goals
Pick or create a brand voice (how it sounds: friendly, formal, short). Then set what it should collect, for example name, phone and full address.
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Choose the channels
Tick where it should reply: website chat, Facebook, Instagram, SMS and so on.
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Connect your knowledge base
In the training settings, choose your knowledge base.
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Test it
Use the test chat to ask real customer questions, including ones it shouldn’t answer.
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Switch it on
Save, then choose the mode: Suggestive (it drafts a reply, you check and send) or Auto-Pilot (it replies by itself). New agents start as Off.
Good to know #
- Start with Suggestive for a week. When you trust its answers, switch to Auto-Pilot.
- Add a human handover so it passes tricky conversations to you, and ask to be emailed when it can’t answer something.
- You can pause the assistant for a single customer in that conversation and take over yourself.
- If customers ask whether they’re talking to a person, tell it in the instructions to say it’s an assistant.
Troubleshooting #
If it doesn’t reply, check that it isn’t Off, the channel is ticked and connected, and the conversation isn’t paused for that contact.