Turn on the AI agent
Where the switches are, which AI runs it, tone and language, business hours, and how it is paused for one chat.
Updated 29 October 2026
The AI agent answers customers on its own, from what you have taught it. It is included in the Growth and Enterprise plans and in the trial. Its settings live in two places.
Settings › AI agent
- "Let the AI answer": the main switch. The agent replies only to messages that do not match one of your flows, so flows always come first.
- "Answer around the clock": when this is off, outside the business hours set on the General tab the agent sends an out-of-office reply instead of answering.
- "Which AI runs it": OpenAI or Google Gemini, with the "AI Model" list for that provider, the "Agent Name", the "Tone", "Business Description (Instructions)" and a "Knowledge Base (Learning)" text box.
AI agent › Settings
- "Business": "Business Name", "Business Type", "Business Description" and the opening hours.
- "How it answers": "Let the AI reply on its own" (shown as On or Paused), "Understand photos", "Rules the AI always follows", "Tone" (Friendly, Formal or Casual) and "Default language" (English, Urdu or Roman Urdu). Under "Use your own AI key" you choose "OpenAI (ChatGPT)" or "Google Gemini", paste the key and name the model.
- "Test AI Chat" tries the agent with the settings you have saved, a photo included if you attach one.
With the agent switched on but no key saved, customers get a fallback message; the page shows a red alert until a key is added.
One conversation at a time
Every chat has its own bot switch in the chat header. The moment a team member replies in a chat, the agent stops answering there; flip the switch back on to hand it back. The "Paused" tab in the inbox lists the chats where the agent is off.