The AI Agent answers DMs that no flow or rule handled, using only the entries you write under Knowledge: prices, shipping, opening hours, and other facts about your business. You find it under Automations, in the Knowledge tab.
Who can use it
- The AI Agent comes with Silver and higher plans.
- On the free trial you can write entries and test questions, but the AI Agent stays off.
- If the workspace turns read-only, the AI Agent stops and your entries stay readable. See the free trial and read-only mode.
- Owners and admins can change entries and the AI Agent. Other users can read the entries and test questions.
Write entries
Click New entry and choose a type:
- Question and answer: a question a customer might ask, and your answer.
- Note: a title and a short text, for facts that are not a question.
Each entry has a Language, and you can switch an entry off without deleting it. Write facts only. The AI Agent uses nothing else, so leave out what you are not sure of. Entries can be quoted to customers, also in public comment replies, so leave out personal data and internal notes.
A title can be up to 300 characters and the text up to 1,500. How many entries you can keep depends on the plan:
| Plan | Entries |
|---|---|
| Free trial | 20 |
| Silver | 50 |
| Gold | 200 |
| Platinum | 500 |
| Diamond | 1,000 |
To add many at once, click Import CSV. The file needs the columns question and answer, and lang if you like (en, id, de, fr, ru). Commas or semicolons both work, up to 200 rows per file. Each row becomes a question and answer, and the dialog lists the rows it could not use.
Test a question
Under Test a question, type what a customer would ask. You see which entries the AI Agent would answer from, or what it would do when none fits. The test only searches your entries: it uses no AI and no quota.
Turn the AI Agent on
Switch on AI Agent, then choose:
- Answer DMs on: Facebook, Instagram, Telegram, or email. The AI Agent never answers comments.
- When no entry fits: Leave it to your team (no reply is sent, the conversation gets the tag
needs-personand keeps waiting for a reply) or Send a fixed message (your own text, up to 500 characters, sent as it is).
Click Save settings.
When the AI Agent answers, and when it stays quiet
- Flows and rules answer first. The AI Agent stays quiet when a flow took the message or a rule actually sent a reply to it, including an AI reply that is waiting on a delay. A rule that only tags, assigns, or moves a stage does not count as an answer.
- After someone on your team replies in a conversation, the AI Agent stays quiet there for 24 hours.
- It sends at most 5 answers in one conversation in 24 hours. After that it leaves the conversation to your team.
- It answers from up to 3 matching entries and replies in the customer’s language, unless the workspace has a fixed AI reply language.
- Automatic emails and messages without text are skipped. Meta’s 24-hour window and the usual daily email limits apply.
AI replies and your quota
When the AI Agent answers, the text of the DM is sent to the AI model to write the answer, and each answer uses 1 AI reply from your plan, or your own AI key if you added one. When no entry fits, nothing goes to the AI and no AI reply is used. A fixed message uses no AI reply either. See AI replies and your quota.
Use entries in rules and flows too
Also use these entries in rules and flows is on by default. AI replies in rules and flows, and AI drafts in the Unified inbox, then read the matching entries too, even when the AI Agent itself is off.
Your entries are private to your workspace and are included when you export your data.