In this article, we'll walk you through the first steps of creating your AI Agent.
The initial setup, including training your AI Agent on your company's data, usually takes between 30 minutes and 3 hours. The time invested usually pays off within just a few days of going live.
Once your AI Agent is ready for chat & email, you can make it available in an Automation (covered in a dedicated article). In Automations, you decide when and where the AI Agent should respond.
For phone, you make it available via a Superchat number and call forwarding. For phone systems see Connect your phone system with the AI Agent and for mobile phones see Connect your mobile phone with your AI Agent.
How can I create a new AI Agent?
Open the AI Agents section in the navigation and click New AI Agent in the top right.
Choose your agent: Start with a template:
Support Agent — answers customer questions instantly, around the clock.
Sales Agent — qualifies leads, advises and sells, even while you sleep.
Custom Agent — you describe what it should do, and Superchat builds it for you.
Do you have a website? Enter your website so your agent automatically learns about your business. You can also Skip this step and add knowledge later. Click Continue.
Within seconds, Superchat creates your pre-configured AI Agent — ready to configure and test.
How can I configure and prepare my AI Agent for customers?
You configure your AI Agent in four areas: Task & Rules, Knowledge & Data, Language Style & Voice, and Tools & Actions.
Task & Rules
Here you tell your agent what it should do. This controls its behaviour, not its knowledge. Factual or product-specific content belongs in "Knowledge & Data", not here. Think of this section as your AI Agent's job description and the knowledge as its training materials.
You fill in three fields:
What should your agent do? Role and tasks — what the agent should do and how it should do it.
What should your agent never do? Boundaries and taboos — e.g. no promises on pricing, discounts or availability, no sharing confidential data, no legal or medical advice. Use negative formulations here, such as statements containing "never" or "no".
What should your agent know by heart? Only things every member of your team could answer immediately without looking it up — e.g. "We are Muster Co. and sell handmade furniture, reachable Mon–Fri 9–6pm in Central Berlin." Everything deeper and the bulk of your knowledge belongs in Knowledge & Data.
For each field you can add ready-made building blocks as templates (e.g. "Customer support agent", "Sales qualifier", "Appointment booking assistant" or "Stay within your role", "Make no promises").
By default, every AI Agent can already:
Recognise which channel it is communicating on (e.g. WhatsApp, email, Live Chat, phone).
Access the current date and time.
Automatically reply in the customer's language.
On the phone, the accent-free supported languages depend on the selected voice.
To learn more about writing effective prompts, read the article: How to Write a Great Prompt for Your AI Agent
Knowledge & Data
Here you provide the information your AI Agent relies on to answer questions accurately. This is your AI Agent's memory — the actual knowledge base it looks up during a conversation. Short instant-facts belong under "know by heart" (Task & Rules).
You can add knowledge in three ways:
Websites
Connect your website so the AI Agent can learn from your content. Possible options:
A single page, or
An entire domain (up to 100 pages, two levels deep).
After crawling, you can choose which pages the AI Agent is allowed to use. To update, click the ⋯ menu and select Sync domain or Sync page — this syncs the content with the latest version of your website.
Important:
Only text is used — tables, icons or images are ignored.
Example: checkmarks/crosses in pricing tables are not interpreted.
Make sure your content is well-structured, readable and up to date before syncing.
Documents
Upload internal files to expand the knowledge base. Supported formats: .pdf, .docx, .xlsx, .txt, .csv. Maximum size per file: 25 MB.
Typical uploads: product catalogues, policies & terms, help articles, training materials.
Best practices:
Use text-based documents only — images, tables and screenshots are ignored or reduce accuracy.
Keep documents clearly structured and easy to read.
If humans struggle to understand it, the AI will too.
Q&A Lists
Create structured question-and-answer pairs on recurring topics. Each Q&A list works like a folder, e.g.:
Pricing & Plans
Returns & Refunds
Shipping & Delivery
Q&A lists are the most reliable way to provide data to your AI Agent: easy to maintain, structured, and instantly updatable directly in Superchat. Gradually move your company knowledge into QA lists for the best long-term results.
Tone & Voice
Here you can tell your AI agent what tone & style it should use when speaking to customers. You can separate these instructions so that the AI agent behaves differently for Chat, Phone and Email.
Chat: Define how the agent sounds and formats messages (e.g. "Ask a maximum of one follow-up question at a time"). Building blocks like "Standard language", "Use plain language" or "Keep answers short" make this quick.
Phone: Choose a voice for your agent (e.g. "Berta", multilingual). Use Listen to preview it and Change to swap it. You also define:
Who speaks first — AI Agent or caller.
The greeting the agent says when someone calls (e.g. "Hey, thanks for calling. How can I help you today?").
Whether the caller can interrupt the greeting (recommended: No).
On the phone, things are heard, not read: short, natural sentences without bullet points, always just one question at a time — speak the way a human would on the phone with a customer.
Email: Style for email replies (e.g. "Write professionally and precisely, avoid filler phrases and get to the point quickly").
Tools & Actions
With tools, your AI Agent can do more than just chat or make calls — it can perform actions in Superchat. You decide which tools it is allowed to use.
Available Tools
Write Internal Note (Chat): The AI Agent can summarise conversations, document next steps or leave context for the team.
Capture Contact Data (Chat): The AI Agent captures and saves data mentioned in the conversation (e.g. phone number, ID number). You decide which contact attributes it can edit. (formerly "Update Contact")
Read Contact (Chat & Phone): The AI Agent reads existing contact data (e.g. name, email, order ID) to personalise responses. You decide which attributes it can access.
Forward Call (Phone): Forwards a call to an external number — e.g. to hand over to a human on the team.
Send WhatsApp Template (Phone): Sends a WhatsApp template to the caller during the call.
Coming soon: Internal note for calls, capture contact data for calls, HTTP requests (connects the agent to any API), email notification (email to the team, customer or automation software) and calendar integrations.
If your AI Agent should use tools reliably, mention them in the prompt under "What should your agent do?"
Examples:
Before handing over to a human, write an internal note briefly summarising what was discussed and the next steps.
Ask the contact for their driving licence number and save it to the contact profile.
Forward the call to your team when the caller explicitly requests a human.
How can I test my AI Agent?
You can test your AI Agent at any time in the test environment on the right side of the configuration screen — this is free and uses no credits.
At the top of the test environment, select the channel:
Chat: Write to your agent like a customer. If it performs an action — such as writing an internal note — you'll see it directly in the playground.
Phone: Click "Start call" and speak with your agent as if it were a real call. This lets you check the voice, greeting and conversation flow — before you set up call forwarding.
The AI Agent cannot see the caller's number in the test environment.
This ensures everything works correctly before you set your AI Agent live.
FAQ
Is automatic syncing of website knowledge supported?
Is automatic syncing of website knowledge supported?
No, syncing is currently manual. You can update your content anytime via "Sync domain" or "Sync page" in the ⋯ menu.
Is there a limit to how much knowledge I can add (documents, QA lists, or websites)?
Is there a limit to how much knowledge I can add (documents, QA lists, or websites)?
No, there is no limit at the moment.
What happens when I add a website with "Entire domain"?
What happens when I add a website with "Entire domain"?
Superchat scrapes up to 100 pages, two levels deep (e.g. superchat.de/subcategory and superchat.de/subcategory/subcategory). If you need to include more pages, add them individually or start another crawling session.
Do I need credits for testing my AI Agent?
Do I need credits for testing my AI Agent?
No, testing your AI Agent in the test environment is completely free and uses no credits.
What happens if I make changes while my AI Agent is already active?
What happens if I make changes while my AI Agent is already active?
If your AI Agent is part of an active automation run or phone call, changes will not apply to ongoing runs. They only take effect for newly started runs.
How are active AI Agents counted in my plan?
How are active AI Agents counted in my plan?
AI Agents are available from the Professional plan. Workspaces on lower plans can create AI Agents and test them in the playground, but cannot publish them in automations. You can create multiple AI Agents, but only active AI Agents used in running automations count toward your plan limit.
Example: You've created 10 AI Agents, but only 2 are in active automations. Only those 2 are counted. You can use the same AI Agent in multiple automations without it being counted multiple times.
What model does the AI Agent use?
What model does the AI Agent use?
Superchat AI Agents use the latest ChatGPT-5 model from OpenAI to deliver high-quality, context-aware responses.
Can I change the model of the AI Agent?
Can I change the model of the AI Agent?
Not yet. Model selection is not currently supported, but it is on the roadmap — no release date has been announced.
Can the AI Agent understand and process files or images?
Can the AI Agent understand and process files or images?
Yes. The AI Agent can process images and documents (e.g. PDFs) shared by customers and use this information in its responses.
Can the AI Agent process voice messages?
Can the AI Agent process voice messages?
Yes. The AI Agent can understand and evaluate voice messages, but responds in text only, not with voice messages.
In which countries is the AI Agent available by phone?
In which countries is the AI Agent available by phone?
Currently in Germany and the United Kingdom. More countries will follow shortly.