What is an AI Agent?
An AI Agent is an always-on assistant inside Superchat. It can automatically reply to customer messages, collect information, and perform internal actions such as writing notes or updating contact data.
The AI Agent works across all connected channels including WhatsApp, Email, SMS, Facebook Messenger, Instagram Direct, Live Chat and Telegram. It is available 24/7, ensuring customers always receive a response, even when your team is offline.
The AI Agent is available from the Professional plan onwards. Workspaces on lower plans can still create AI Agents and test them in the playground, but they cannot publish Automations that include an AI Agent.
Only Admins and Supervisors are able to create, update, and delete AI Agents.
Why should I use an AI Agent?
AI Agents help you to:
Respond to customers instantly, day and night.
Reduce repetitive manual work for your team.
Keep communication consistent and documented.
Let your team focus on more complex or high-value conversations.
How can I use an AI Agent in my business?
Customer support: Use the AI Agent to answer common support questions and escalate only when necessary. This speeds up response times and improves customer satisfaction.
Sales: Qualify leads automatically, collect key information, and route them to the right team or sales representative — or even let the AI Agent close deals on its own.
Recruiting: Collect applicant data and pre-screen candidates before forwarding them to HR.
How do AI Agents work?
Setting up and using an AI Agent happens in two parts that give you full flexibility and control.
1. Set up the AI Agent
Create and configure your AI Agent. Define its behavior using:
Goals & Personality: Defines the AI Agent’s role, personality, tone, language, and limits. This determines how it communicates and what it should or shouldn’t do.
Knowledge & Data: Train your AI Agent on your company’s data. You can connect your website, create QA lists, or add internal documents to help it answer customer questions accurately.
Tools & Actions: Allow the AI Agent to take action in Superchat, such as adding internal notes for your team, collecting information, updating contact attributes, or reading contact details.
To learn more about creating and configuring your AI Agent, see the article: Getting Started: AI Agents
2. Add the AI Agent to Automations
After setting up your AI Agent, set it live in Superchat Automations to decide when and where it should respond.
Examples:
Reply to incoming messages outside business hours.
Handle all new WhatsApp messages in a specific inbox.
You can also set up smart escalation rules to control when the AI Agent should stop responding and hand over to a human.
To learn more about using your AI Agent in Automations, see the article: Setting Your AI Agent Live in Automations