AI agent
The AI agent answers customers on WhatsApp by understanding what they ask, not by matching keywords. You train it on your website, files and notes, tell it how to sound, and give it skills such as answering FAQs or handing a chat to your team.
It suits the questions that come in a hundred different wordings: "do you deliver to Pune?", "is this cotton?", "what's your return policy?". A flow needs a step for each. The agent answers them from what you taught it.
The agent lives in Agents studio → Set up.
How it fits together
flowchart LR
K["Knowledge<br/>website, files, text"] --> A["AI agent"]
P["Business profile<br/>name, description, greeting"] --> A
V["Voice<br/>tone and reply length"] --> A
S["Skills<br/>FAQ, handoff, your own"] --> A
A --> C["Customer"]
A -->|"Human Handoff"| T["Your team"]
| Part | What it is |
|---|---|
| Business profile | Who the agent is: its name, what your business does, and a greeting |
| Voice | How it sounds, and how long its replies are |
| Skills | The jobs it does, such as answering FAQs or handing over to a person |
| Knowledge | What it knows: your website pages, files and text |
| Fallback message | What it says when it cannot find a reliable answer |
Set it up
1. Start with your website
Enter your website address and a WhatsApp number to test with, then click Train Agent. The agent starts answering on the test number straight away, while it keeps reading your website in the background.
The setup then offers the pre-built skills, with FAQ/Support and Human Handoff turned on, and a place for ground rules.
2. Business profile
| Field | What to put in it |
|---|---|
| What Your Business Does | A description of your store. It can be written for you, or by you. |
| Agent Name | The name the agent uses |
| Greeting Message | Optional. Sent word for word. |
| Ground Rules | Instructions the agent follows in every conversation |
Ground rules are where you draw lines. "Never promise a delivery date." "Always reply in the language the customer writes in." "Do not discuss competitors."
3. Voice
Pick a voice:
| Voice | Suits |
|---|---|
| Friendly | Ecommerce and retail |
| Professional | Finance and healthcare |
| Concise | Order updates and quick support |
| Playful | Lifestyle and fashion |
You can add your own instructions under Refine the Voice, and set the reply length: Short, Medium or Long.
Short replies suit WhatsApp. People read chats on a phone, between other things.
4. Skills
A skill is a job the agent can do. Two come ready-made:
| Skill | Used for |
|---|---|
| FAQ/Support | General questions about your products, pricing, policies, business hours, locations, delivery areas or services |
| Human Handoff | When the customer asks for a person or a manager, seems frustrated, asks something out of scope, or raises something sensitive such as fraud, billing, legal matters or a complaint |
To add more, click Add Capabilities. You can create your own skill by describing the job, or start from a suggestion such as lead qualification, appointment booking, warranty claims or feedback collection. Draft with AI writes a first version for you to edit.
For each skill you set:
- When It Is Used
- Information to Collect, and the questions that collect it. Each answer can be saved to a contact attribute.
The FAQ/Support skill answers from your knowledge only. It cannot look up a specific customer's order.
5. Knowledge
Knowledge is what the agent answers from. Add it three ways:
| Method | Use it for |
|---|---|
| Crawl a Page | Pages on your website: products, pricing, shipping, returns, FAQs |
| Upload Files | PDF, DOC, DOCX, TXT or CSV. Up to 50 MB each, and PDFs up to 30 pages. |
| Paste Text | Short FAQs, or a policy that is only true for now |
Keep it clear and factual. Remove old prices, offers and policies, and do not add information that contradicts itself. The agent can only be as right as what you give it.
6. Fallback message
The fallback is what the agent says when it cannot find a reliable answer. It should tell the customer the answer is not available, never guess or make something up, and offer a next step, such as talking to your team.
Sorry, I don't have that information. Would you like me to connect you with our team?7. Test it
Open Train Your Agent and chat with it.
- Train mode tests your latest changes, before you publish them.
- Live mode tests the version customers get.
Try:
- Your common questions, word for word, and then reworded
- Questions about specific products
- Each skill, including the questions it asks
- Asking for a person, to check the handoff
- A question it should not be able to answer, to check the fallback
- The languages your customers write in
8. Publish
Publish your changes to apply your draft. Test again in Live mode afterwards, so you see what customers see.
Keep it accurate
The agent's answers are only as current as its knowledge. When a price, a policy or a delivery time changes, update or remove the old version the same day. An agent confidently quoting last month's return window does more harm than having no agent.
Read what it says. Test it again after every change, and look at real conversations in Live Chat. The questions it fails on tell you what knowledge to add next.
Start narrow. An agent that answers delivery, returns and sizing well, and hands everything else to a person, is better than one that tries to answer everything and gets some of it wrong.
Updated about 1 month ago