How your agent works
What your AI agent does, where it gets its information, what you decide, and how it goes from draft to active.
In the product: AI agent →
Your AI agent serves your customers on the channels you assign it: WhatsApp, Instagram, or Messenger. It answers with your business information, searches your catalog, builds orders, collects payments, books appointments, or hands the conversation to your team, depending on the workflow you chose. You decide what it knows, how it talks, and what it can do.
You’ll find it in AI & Automation → My Agents.
Where it gets its information
- Your catalog: products, prices, stock, and photos, from Catalog. The agent looks up the product before giving a price or saying whether it’s in stock.
- Your services: each service with its price, its questions, and its outcome, from Catalog → Services.
- Your business data: description, locations, policies, payment methods, bank accounts, and social media, from the agent’s Knowledge section.
- Business context: what you wrote in the setup wizard so the agent always remembers it.
What you decide
| Agent section | What it controls |
|---|---|
| Work | The workflow: whether it sells products, handles services, or both |
| Voice | Style, answer length, emojis, and communication instructions |
| Knowledge | Which of your business data it can use |
| Abilities (BETA) | Extra features, like cart reminders or voice notes |
| Apps | Which channels it replies on |
| Model | The AI model it uses and how many credits it consumes |
Read Configure an agent to see which changes apply instantly and which ones you need to publish.
From draft to active
- Draft. The setup wizard creates your agent as a draft, turned off.
- Validate and launch. When the agent meets the requirements, this button publishes your configuration and turns it on. Read Activate your agent.
- Changes. Some apply instantly. Others stay in Unpublished changes until you click Review & Publish.
- Turn off. The On / Off switch stops the agent on all its channels without deleting its configuration.
What the agent handles with care
- Prices and stock: it takes them from your catalog. Order totals are calculated by the system, not by the AI.
- Orders: the customer confirms with the Confirm order button before the order is created.
- Payments: the agent can’t mark an order as paid. Card payments are confirmed by Stripe; transfers are reviewed by someone on your team.
- Workflow steps: at each step, the agent can only use the actions that step allows.
When a person steps in
In each conversation in Conversations, you choose Who replies: AI replies or I reply. If a customer asks to talk to a person, the agent logs the request and emails the business owner, but it keeps replying until someone on your team takes over the conversation. Read Who replies: the AI or your team.