Day to day
Your agent
The Agent page is its voice; the “What the agent does” page is its permissions. Between them you decide exactly how your AI behaves — and the safety rules underneath are always on.
The master switch
At the top of Dashboard → Agent: "Your agent is live" with a pause toggle. Paused means customer messages are simply not answered (your team replies from their own apps instead) — and the page reminds you that nothing else on it has any effect until the agent is back on. Pausing asks first: "Pause the agent? Customer messages will stop being answered until you turn it back on."
Name, personality and canned messages
- Agent name — the name customers see, e.g. "Sara". Set in the wizard, changed here any time.
- How the agent talks to customers — a free-text description of tone and personality; the agent adapts to your industry on top of it.
- Ready-made messages (13) — the exact lines used at fixed moments: after business hours, the fallback when unsure, handoff to staff, advance confirmed/expired/rejected, order booked, and more. Each is editable; leave them empty for the sensible defaults.
- Language — lives under Business: the language your customers mostly write in. The agent always mirrors the customer's own language regardless.
What the agent does — the switchboard
Dashboard → What the agent does is the full switchboard, grouped and searchable. The ones that matter most:
| Capability | State | What it means |
|---|---|---|
| Reads product screenshots | Toggle | A customer sends a photo; the agent finds that product in your catalog. A photo read costs 3 replies. |
| Understands voice notes | Toggle | Voice messages are transcribed and answered like text. On Instagram and Messenger the audio itself is never stored. |
| Sends your catalogue | Toggle | The agent can send your uploaded catalogue PDF when someone asks to see everything. |
| Delivery updates | Toggle | Booked-parcel and tracking messages to the customer. |
| Hand off when unsure | Toggle | Below a confidence bar you set, the reply is held and the chat goes to a human instead. |
| Catch upset customers | Toggle | An angry message skips the AI and pings your team. |
| Safety rules | Always on | Strips invented discounts, unverifiable prices and staff-number leaks from every reply. Cannot be turned off. |
| Spot risky orders | Always on | COD risk scoring from the customer's own order history — rules live on the Payments page. |
Some cards are marked Coming soon — catalogued so you can see the roadmap, honestly labelled "It isn't running yet, so nothing to switch on." Docs here only describe what works today.
How it behaves in chat
- Short and human — one to three short sentences, at most one question per message, and it shows products before it interrogates.
- Never repeats a product — the same item is not carded twice in a chat; when a line is exhausted it says so.
- Remembers preferences — size, colour and budget are remembered mid-chat and across days; the agent does not re-ask what it already knows.
- Budget is respected — "under 5000" filters results for the rest of the search.
- Off-topic is deflected — homework, code and chit-chat get one polite line back to shopping.
- It never sends customers away — no "check our website"; the sale happens in the chat.
Taking over a chat
Type anything in a conversation — from the panel Inbox, or from the WhatsApp Business app on your phone — and the agent stops for that chat immediately. It stays out for 6 hours after the last human touch (adjustable), then quietly resumes; you can also hand back sooner with Give back to the agent in the Inbox. Details in Inbox & customers.
Good to know
- A customer who fires off four quick messages gets one combined answer, not four — fragments are merged before the agent thinks.
- If a message sat unanswered for half an hour or more (say, during a takeover), the agent opens with a short apology instead of pretending nothing happened.
- Each turn it works from the recent conversation plus what it remembers about the customer — size, colour, budget — so it never re-asks what it already knows.