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What is this?

AI Agents (beta) lets you create AI-powered agents that automatically handle conversations on your connected channels — answering questions from knowledge sources, taking actions like updating contacts or handing off to a human, and following the instructions and guardrails you define, without needing a manual automation flow for every scenario. [SCREENSHOT: ai-agents-list — The AI Agents list page showing the Total/Active/Inactive stat tiles, Agentic Mode toggle, and the agents table]

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What can I do here?

  • See all AI agents for the active channel with Total Agents, Active Agents, and Inactive stat tiles you can click to filter.
  • Search agents by name or description, and filter by type (Support, Sales, FAQ, Booking, Custom).
  • Toggle Agentic Mode on or off for the channel from the top toolbar. This is the channel’s master switch: when it’s off, no agent answers incoming messages, even if the agent itself is Active.
  • Create a new agent (subject to your plan’s agent limit, shown as a counter on the Create button).
  • For each agent in the table: Edit, Test (opens the agent builder), Export (downloads the agent as a JSON file), Activate/Pause, and Delete.
  • Select multiple agents to bulk-select and delete.
  • Import an agent from a previously exported JSON file into any channel you choose.
  • Refresh the agent list.

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How to use it

New to AI agents? Follow Create Your First AI Agent — a step-by-step guide with a full example.
  1. Go to AI Agents in the sidebar (/ai-agents). You need an active channel connected to WhatsApp, Instagram, Facebook, or Web Chat.
  2. Click Create to start a new agent (or Edit/Test on an existing row to open the same builder). The builder has one tab for each area of the agent.
[SCREENSHOT: ai-agent-detail-tabs — The AI agent builder page showing the full row of tabs across the top]
Set the Agent Name, Agent Type (Custom, Support, Sales, FAQ, Booking), and a Description (with an “AI Rewrite” button to have AI polish your description). Write the description clearly — when a channel has more than one active agent, the platform uses each agent’s description to decide which one should answer a message.Save the agent first: the Capabilities, External Capabilities, Skills, and Workflows tabs can only be configured after the agent has been created.[SCREENSHOT: ai-agent-general-tab — The General tab with Agent Name, Agent Type, and Description fields]

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Export and import an agent

Back on the list page, use Export to download an agent’s configuration as JSON, and Import to bring that JSON into another channel — this creates brand-new agent, source, and knowledge records rather than overwriting anything.
Last modified on September 20, 2026