AI Agent overview

The AI Agent answers your customers in the chat when nobody from your team has joined the conversation. It writes its replies from what you have taught it: your Knowledge Base, the pages and documents you add on the Train tab, and the snippets you write for questions it could not answer. It never invents an answer from nothing. When it has no knowledge to draw on, or when the visitor asks for a person, it hands the conversation to your team.

Where to find it

Open AI Agent in the sidebar. It has six tabs:

• Overview shows how the agent performed over the last 30 days: conversations handled, resolved by AI, handed to a human, the resolution rate, and the questions it could not answer.
• Train is where the agent learns: your Knowledge Base, crawled sites, and uploaded documents.
• Snippets hold short answers you write yourself, usually for questions the agent missed.
• Behavior sets the agent's name, tone of voice, answer length, and any extra instructions.
• Actions let the agent look up live data in your systems, such as an order or subscription status.
• Test runs the real agent against your knowledge so you can see how it answers before customers do.

How a conversation goes

1. A visitor writes in the chat widget.
2. If nobody from your team is in the conversation, the agent searches your knowledge for the best matching material and writes a reply.
3. With Double-check answers on, it re-reads its own reply against your knowledge and scores it. A weak answer is rewritten once. If it still does not hold up, the conversation goes to your team instead.
4. The visitor can ask for a person at any time, and the agent hands off straight away. Your team sees the whole conversation, including what the agent said.

Turning it on

The agent is off until you enable it. Go to AI Agent → Behavior and switch on AI Bot Replies. The Overview tab reminds you while it is off, since visitors never reach the agent until then.