Your AI agent answers WhatsApp and Instagram 24/7, in the language your customer writes in. You describe your business and decide exactly what it's allowed to do.
1. Create the agent
- Open Automations › AI Agents and create a new agent. New agents start in automatic mode.
- On Basics, set a name, an internal description, the sector, the AI provider and model, and the creativity level. For sales and booking, keep creativity low so answers stay factual.
- Still on Basics, choose who receives the conversation when a person is needed: a queue, a round-robin between people, or someone specific.
2. Write the instructions (the prompt)
Write as if you were training a new team member on their first day. No code, no commands.
- Use the real names in your CRM. The agent knows your calendars, Kanban stages, tags, products and team by name: "move the card to Proposal sent", "apply the Hot tag", "book it on Carol's calendar".
- Say what to do in each situation. Asked for the price → give the registered price and offer a proposal. Wants a discount → don't negotiate; transfer to Pedro.
- Say what it must never do. "Never make up a price, deadline or link. If you don't know, say you'll check and transfer."
3. Add a knowledge base
Put facts, policies and procedures in the knowledge base; keep tone and conversation rules in the prompt.
- Open Settings › Knowledge Base.
- Add content in one of three ways: upload a file (TXT, PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX or Markdown, up to 10 MB each), write a text, or import a web page by URL. URLs can sync automatically every 6 or 12 hours, daily, weekly or monthly.
- Check the extracted content. Zero indexed chunks means the AI can't search it (scanned PDFs often fail).
- In the agent, select only the documents relevant to that agent.
4. Handing over to a human
Tell the agent when to transfer: the customer asks for a person, a complaint, a discount, a large order. The agent passes the conversation to the destination you set on Basics. It also pauses when a person from your team replies in the conversation.
5. Tools and automatic mode
In automatic mode the agent doesn't write commands; it uses tools: checking and booking calendar slots, applying tags, moving cards, sending products and proposals, creating tasks, notifying the team, searching the knowledge base. The Tools tab shows what your plan includes. There's nothing to switch on: if the instructions mention it, the agent does it; if not, it doesn't.
6. Test, then go live
- Test with questions written in different ways, including ones the agent shouldn't answer.
- Assign the agent to a connection (WhatsApp or Instagram) or a sector only after testing. From then on it answers incoming conversations.
- Read real conversations during the first days and refine the instructions.
Limits by plan: Starter 1 agent and 20k AI tokens a month (enough to try AI), Growth 3 agents and 1M tokens, Business 10 agents and 5M tokens. Need more? Upgrade your plan.