The AI agent and handover to a human
An AI agent is the intelligence you entrust to a channel. It answers visitors from your own content, and hands over to your team as soon as the request calls for it — without ever leaving the visitor without an answer.
The agent and the channel are two separate things
Live chat is a channel: its appearance, its authorized domain, its opening hours, its welcome scenarios, its visitor form and its notifications all belong to it. The AI agent, on the other hand, carries the instructions, the tone and the knowledge.
This separation has a useful consequence: a channel works perfectly well without an agent. With no AI, the widget still respects its opening hours, offers its scenarios, sends its notifications and places the conversation in the queue for an advisor — exactly as before. The agent is an addition, never a prerequisite.
Creating an agent
From Customer service → AI Agents, create an agent and fill in:
- its name, the one your team will see;
- its mission, a sentence that places it;
- its role and scope, the instructions that describe what it can handle;
- its tone (neutral, friendly, reassuring, professional) and its level of detail.
These settings are versioned: every save publishes a new version, and previous ones remain available to view. You can go back to an earlier version in one click — and you always know which instructions a given answer was produced under.
Assigning it to a channel
From the Channels page, the Settings button on each card opens its agent settings: which agent answers, and in which mode. The same screen is available from the Live chat record, in the "AI Agent" section — it is the same setting, in the same place in the data.
A single agent can serve several channels, with a different mode on each.
The states of an agent
| State | What happens |
|---|---|
| Active | The agent answers on the channels it is assigned to. |
| Paused | The agent stays silent; conversations go to an advisor. |
| Draft | Still being written, never reachable by a channel. |
| Archived | Withdrawn from service; its assignments are unlinked. |
The same applies if your account runs out of credits: the AI switches off, the chat carries on.
Answers grounded in your knowledge bases
The AI answers only from the knowledge bases you have assigned to the agent. It does not invent answers outside that scope: if the information is not there, it hands the conversation over to a human rather than guessing.
Handover to a human with context
When a request goes beyond what the AI can handle, the conversation is handed over to your team with the full context of the exchange — the visitor has nothing to repeat.
Instant takeover, and return to the bot
An agent can also take over at any time, in one click, without waiting for an automatic handover. Once the question is settled, they can give the conversation back to the bot, which picks it up again for the rest of the exchange.
Replies suggested by the AI
While an agent is handling a conversation, the AI can suggest a reply: the agent reads it, adjusts it if needed, then sends it. The AI prepares, the agent decides.
Automatic two-way translation
Translation works in both directions: a visitor writing in one language and an agent replying in another each see the conversation in their own language. The widget's system messages are also localized into the visitor's language.
Conversation summaries
A summary generated by the AI lets you pick up a long conversation at a glance — useful during a handover or when resuming after a break.