AI Chat agents handle incoming messages across chat, SMS, and connected social channels. They respond to customers, capture details, and assist with booking or follow-up based on your configuration.
Where to Manage AI Chat Agents
Go to Agents → AI Chat, then click Edit on the agent you want to configure.
AI Chat agents include three configuration tabs:
Agent settings- Configure the agent’s name, avatar, tone, and response style.
Script- Select an industry template and customize conversation flows.
Capabilities- Enable access to business knowledge, FAQs, and appointment booking.
Agent Settings
Use this section to define how your chat agent presents itself and responds.
Available settings:
Agent status – Toggle the agent on or off
Agent’s name – Name shown to customers
Choose or upload an avatar (optional) – Visual representation of the agent
Tone and personality
Friendly
Neutral
Professional
Response length
Concise
Standard
Thorough
Click Save to apply changes.
Script
The Script defines how the agent conducts conversations. This section contains two parts:
Choose your template - Select your industry from the dropdown. A preconfigured script is loaded automatically
Your script - Displays the active script in a text box. Buttons below:
Edit script - Modify the conversation flow.
View backup - Restore a previous version if needed.
Scripts control greetings, question flow, and how the agent guides conversations.
Capabilities
Capabilities control what the chat agent can access and perform. Available options:
Business overview - Uses information from Knowledge base → Business information → Business overview.
Custom answers - Uses FAQs from Knowledge base → Custom questions.
Schedule appointments - Enable booking functionality and share a booking link (e.g., Calendly)
When enabled, the agent automatically shares the booking link when customers ask to schedule.
