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An AI agent reads a conversation and writes the next reply for a customer — on WhatsApp, on Instagram DMs and in the website chat. It answers from what you tell it about your business and from your own documents, and it steps aside when the question is not one it should answer. Agents are for every kind of business here, not only shops. A brand-new agent needs no store, no payment gateway and no Google account: only FAQ & support and Human handoff are switched on to begin with, and neither of them calls anything. Every skill that depends on an integration stays off until you turn it on.

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Where agents live

AI Agents & Bots in the sidebar lists every agent in the workspace. Opening one takes you to its studio, which has six tabs and a Test agent drawer reachable from all of them.

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Several agents, one list

A workspace can run more than one agent — support on Instagram, sales on WhatsApp, a bookings agent above both. The order of the list is the routing order: an inbound message goes to the first agent on the list whose channels cover it. Move an agent with the up and down arrows on its row. See Routing. How many you may have is a plan limit: Starter 1, Growth 5, Enterprise unlimited. A paused agent still occupies a slot. The meter under the page title says where you are.

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Three ways to run one

Drafts only

The agent writes nothing by itself. Your team presses the sparkle button in the inbox composer and reads the suggestion before sending it.

Test mode

It answers automatically, but only up to three phone numbers you nominate. Everyone else is left for a person.

Live

It answers inbound messages automatically on the channels you gave it, and hands over when it should.
The pill on the agent’s row says which of these it is doing:

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What belongs to the workspace, and what to the agent

The provider is never per-agent: there is one key for the workspace and it belongs to one provider. An agent can choose a model, and only while the workspace runs on its own key. See Credits and your own key.

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What it will not do

  • It never claims to be a human being.
  • It is told to answer from your business description and your knowledge base, and to say it will check rather than invent a price, a delivery date or an order number.
  • It can send one of your approved WhatsApp templates only if you have listed that template yourself. An empty list means none.
  • One message gets one reply. If an automation already answers a message, the agent stays quiet on it.
  • Each conversation has a cap on automatic replies — three by default — after which the thread waits for a person.
When an agent is quieter than you expect, the studio’s readiness checklist names the reason. See Why is my agent silent?.

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Where to go next

Create an agent

Start blank or from a role, and what happens to the plan limit.

Persona, voice and behaviour

Identity, ground rules, escalation and how replies are formatted per channel.

Knowledge

Upload, crawl or paste the material it answers from.

Skills

The full catalogue: what each skill unlocks and what it needs.

Custom API actions

Let the agent call your own endpoints.

Test mode and the playground

Try it safely before a customer sees it.