Conversational Agents: Your AI Receptionist for Messages
Create a conversational agent, connect its knowledge and channels, test its answers and review the setup before enabling it.
Conversational agents help answer customer messages using your business instructions, knowledge sources and enabled actions. Start with a clear role, then choose where and when the assistant can reply.
Create the assistant
- Open AI → Conversational Agents and select Create Agent.
- In Your assistant, enter an internal name and choose the response tone, language and response length. Review the welcome greeting and farewell.
- In Its job, describe the questions or tasks it should handle. You can use Load a template as a starting point. Edit the instructions to match your business and write what it should say when it cannot help.
- Read How it will work, which summarizes the form, then click Create assistant → when ready.
Connect the information and channels
Open the saved assistant and follow the editor sections in order:
- What it knows: select the knowledge bases containing approved business information.
- Business & rules: review business details, limits and how the assistant handles requests for a person. Who it says will follow up is the team name mentioned to the customer; this field does not automatically notify anyone.
- Where it replies: connect the channels or numbers the assistant is allowed to use.
- When it replies: choose its schedule and reply delays. Check the handling of new messages and existing conversations separately.
- What it can do: enable only the tools and appointment actions needed for its role.
Test, review and enable
Use Test your Bot to check common questions, missing information and requests for a person. Review How it works for a plain-language summary and warnings. This summary can include unsaved changes; use Save changes to keep configuration edits.
Before enabling the assistant, check its knowledge, connected channels, schedule and actions. An enabled assistant with no connected channel still has nowhere to reply. Confirm how your team will handle any request the assistant cannot complete.
Choose the right type of AI
A conversational agent replies during customer conversations. An Appointment checker follows up people who already have an upcoming appointment. A Call Intelligence analyst evaluates call transcripts. Creating a messaging assistant does not by itself enable a live voice agent or call transfer.
For every editor section, see Conversational Agent Settings. For source material, see Knowledge Bases.