Talk to customers AI agents
AI agents
Let an AI assistant draft replies for you, or answer customers by itself, with a human ready to take over.
What it does
The AI assistant reads your business instructions and your knowledge base, then drafts a reply for your team or answers new messages automatically. When it cannot help, it hands the chat to a human and leaves a short note.
The AI Agents page has three tabs. Setup is where you describe your business. Playground lets you test replies as if you were a customer. Usage shows how many AI tokens were used.
Where to find it
AI Agents
How to use it
- Open AI Agents and go to the Setup tab.
- If your plan includes WAGenie AI, there is no key to enter. Otherwise choose a provider (OpenAI, Anthropic, DeepSeek or OpenRouter), enter a model name and your own API key, and press Test key.
- Under Behaviour, write your business context and instructions: what you sell, your tone, and what the assistant must never promise.
- Switch on Enable AI assistant. This adds the Draft with AI button (the sparkle) in the chat box.
- Switch on Auto reply to let the bot answer new messages. Set the maximum auto replies per conversation and choose who a handoff goes to.
- Add documents to the Knowledge base, such as FAQs and policies, so the assistant can answer from them.
- Open the Playground tab and type customer messages to test. Do this before you let it reply to real customers.
Example for a business
A pharmacy adds its opening hours, delivery area and return policy to the knowledge base, and tells the assistant never to give medical advice. At night the assistant answers the hours and delivery questions. When a customer asks about a medicine dose, it hands the chat to the pharmacist with a note.
Good to know
- Auto reply answers only when no Flow handles the message and no agent is assigned to the chat.
- In a chat, the bar at the top shows when the AI is replying. Press Take over to stop it, and Resume AI to turn it back on.
- Only Owners and Admins can change the AI setup.
- Your own key is stored encrypted and is never shown again after saving.
- On a WAGenie AI plan, a monthly token amount comes with the plan. When it is used up, the AI stops until the date shown. Your team, your Flows and your quick replies keep working. A plan without AI shows a note on this page.
- With your own key there is no token limit from WAGenie. You pay your AI provider directly.
- If a customer types STOP, UNSUBSCRIBE or QUIT, automated follow ups to that person stop.