AI assistant

Goal. Configure the AI agents that handle incoming conversations: how they introduce themselves, what they know about the business, what they may do on their own and how AI helps the team when writing.

Prerequisites. The Administrator role. It opens from "Settings" › "Agents". An AI provider must be connected in "Settings" › "Integrations" (Gemini, OpenAI, Claude, Kimi, DeepSeek or OpenRouter) and the license must include the AI agent.

The "Agents" screen

The screen gathers the agents, the "Knowledge base", "Team AI writing" and "Privacy". Each agent has its role: reception, sales, support. The "Default" one handles new conversations and agents can transfer conversations between each other. "New agent" starts from a template: "Receptionist", which greets, captures details and routes; "Sales", which qualifies interest and drives to close; "Support", which helps existing clients with real data; or "Custom". On each agent: "Make default", which confirms "Now the default", and "Delete", which asks to confirm 'Delete agent "…"? Its conversations will fall back to the default.'. An "Inactive" agent does not reply or receive transfers.

An agent's page

• "Identity": "Assistant name", the one it introduces itself with in chats, and the "Agent emoji" next to the name; "Position", for example Receptionist, the one it introduces itself with to clients; "Avatar", an orb or your own image with "Upload photo" or "Remove photo"; and the "AI model", configured under "Integrations" with "Connect AI →" and automatic fallbacks.
• "Instructions": "What your business is", which completes the sentence "You are the virtual assistant of [your business], …"; "Extra information for the assistant", with hours, address, policies and FAQs; and "Add block", with "Company roles" blocks ("Reception", "Sales", "Support", "Billing & payments", "Appointments & scheduling", "Post-sale & loyalty", "Lead qualification") and "Behavior" blocks ("Handling doubts", "Follow-up", "Spam & abuse", "Boundaries"). "Optimize" polishes the text with AI. The assistant never gives legal advice or makes up prices.
• "Actions": what it may do on its own; anything turned off stays in the team's hands. "Propose appointments", "Update the lifecycle", "Close resolved conversations" and "Leave internal notes".
• "Knowledge": "Allow sharing prices", only the exact ones from "Settings" › "Services", and "Business knowledge only", which keeps it from drawing on general knowledge. Message templates that are not campaign templates are given to it as "Approved replies".
• "Advanced": "Agent active" and "Wait before replying", the seconds it waits in case the client is still typing, from 0 to 20.
• "Try it": a chat where you type as a client; nothing is saved and actions are simulated.
• "Save assistant" confirms with "Assistant saved".

Knowledge base

On the "Agents" screen, the "Knowledge base" stores policies, requirements, FAQs and processes that every agent retrieves when replying. Type the "Title" and the "Content" and click "Add entry"; the CRM confirms with "Entry saved". Each entry offers "Edit", "Delete", which asks to confirm "Delete this knowledge base entry?", and the "Active" or "Inactive" state. With no entries, the screen states "No entries yet. The agent answers better the more it knows about your business.".

Team AI writing

How AI helps when the team writes in the "Inbox":

• 'Brand voice for "Suggest with AI"': the tone of suggested replies; "Save voice" confirms with "Brand voice saved".
• "Custom AI Prompts": one-click transformations for the draft, with "Name (e.g. Shorter)" and "What it should do (e.g. summarize the message in 2 sentences)"; "Add" creates them, up to twenty, and "Delete prompt" removes them.

Privacy

"Send internal notes to the AI": off, summaries are written without the team's internal notes; on, the notes leave for the AI provider the business contracted. Immigration status is never sent to the AI and that cannot be changed.

Troubleshooting

• "No AI provider connected." Connect one in "Settings" › "Integrations".
• The assistant does not reply in the inbox. The agent is "Inactive", there is no AI provider, or the license states "AI agent: Not included in this plan".
• "Connect an AI provider in Integrations to test the assistant." The "Try it" tab needs the provider.
• The assistant gives prices I do not want. Turn off "Allow sharing prices"; it then always defers to the team for quotes.
• "Maximum of 20 prompts. Delete one to add another." Delete a prompt you do not use.