Who can use this?A Chat AI Agent talks to customers on its own. You pick one channel, tell it the job, and give it your business information. It answers questions, qualifies leads, and passes the chat to a human when it should. It is not a bot flow (those follow a path you draw). It is not AI Reply (that only drafts replies for a human to send).
- Owners and Admins, and roles that can create or update AI agents.
- Plans: Available on all plans. Basic supports Web Chat only. WhatsApp and Instagram need Essential or Advanced.
One agent handles one channel. If you need WhatsApp, Instagram, and Web Chat, create one agent per channel. You can copy the same Role, Goal, and Instructions across them.
Plan Availability
Create an agent
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Go to AI Agents and Bots → Create New → Chat AI Agent.
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Industry. Pick yours, or type a custom one.
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Use case. Choose the job: Lead Qualification, Sales, FAQ, AI Receptionist, or Build from scratch. Some industries also show extra use cases, such as appointment booking.
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Agent and business details. Name the agent, pick one channel (WhatsApp, Instagram, or Web Chat), then add a website URL or a short description of the business.
Start with one job. An agent that only answers pricing questions beats one agent that tries to do everything. Create more agents when you need more jobs.
Review and go live
After creation, open the agent:- On Home, check Role, Goal, and Instructions. Edit them if the generated copy is too broad.
- Open the Knowledge tab and attach a Knowledge Base if your plan includes one. See Knowledge Base.
- Test before customers see it. WhatsApp and Instagram: use Test Widget on Home. Web Chat: use the widget preview on the Web Widget tab.
- Publish the agent, then assign it to your WhatsApp or Instagram number. For Web Chat, add the widget embed code to your site.
Choose the AI model
In Settings → AI Model Settings:- Model. The list shows models enabled on your AI Wallet.
- Temperature. How creative answers are, from 0 to 2 (default 0.1). Lower is more consistent.
- Thinking level. None, Low, Medium, or High. Shown only for models that support it.
- v2 (recommended). Default model grok-4.3
- v1 (legacy). Default model gpt-4o-mini
Chat AI Agent vs bot flow vs AI Reply
Human handoff
WhatsApp and Instagram
The conversation lands in the Omnichannel Inbox as unassigned, with the chat history and any details the agent collected. A teammate picks it up from there. Use @assignTo in instructions when you want that handoff.Web Chat
A human cannot take over a live Web Chat session. There is no Inbox view for it. The only path to a human is a WhatsApp handoff. After the visitor continues on WhatsApp, it becomes a normal Inbox conversation. See Handoff to WhatsApp.Example
You run a clinic and want WhatsApp appointment booking. Create a WhatsApp agent. On Home, set Role to a friendly front-desk assistant. In Instructions, collect name, preferred date, and reason for visit, then use @assignTo for the reception team. Publish, assign the agent to your WhatsApp number, and test in Test Widget. For a Knowledge Base walkthrough, see the Knowledge Base example.FAQs
What's the difference between a Chat AI Agent and a bot flow?
What's the difference between a Chat AI Agent and a bot flow?
A bot flow follows paths you build. A Chat AI Agent answers from its instructions and Knowledge Base, without you scripting every reply. Use a bot flow for a fixed process (order tracking). Use a Chat AI Agent for open questions (product FAQs).
Can one Chat AI Agent work on multiple channels?
Can one Chat AI Agent work on multiple channels?
No. Each agent is created for one channel. Create a separate agent for WhatsApp, Instagram, and Web Chat if you need all three. Copy Role, Goal, and Instructions so they behave the same.
What happens if the agent gives a wrong answer?
What happens if the agent gives a wrong answer?
Tighten Instructions on Home. Update the Knowledge Base so the right facts are in the documents. Restrict what it can do with Agent Actions. Test before you publish.
Can I use a Knowledge Base with a bot flow?
Can I use a Knowledge Base with a bot flow?
Yes. Bot flows have a Knowledge Base node. See Rule-Based Bots.
Related Articles
- Channel Behaviour. Session timeouts, message types, and handoff per channel.
- Knowledge Base. The files the agent can look up.
- Agent Actions. Assign chats, call APIs, and run other tasks.
- AI Agent Analytics. Review sessions on the Analyze tab.