The Basics
“What is an AI Agent?”
An AI Agent (previously referred to as a ‘Chatbot’) is something you can add to your automations that simulates human conversation.
Once you have provided it with relevant information, it can answer customer questions and also complete tasks.
“How can an AI Agent support me?”
An AI Agent can automate customer communication and administrative/organisational processes, saving you both time and resources.
Creating an AI Agent: Step-by-Step
How to create an AI-Agent from scratch in Superchat:
In the navigation menu, click on AI Agent and then click on New AI Agent
In the setup window, describe how the Agent should act and what it should do.
Optional: You can at this point add your website URL or internal documents to train your AI Agent with your company’s data, but this can be done/updated later.
Superchat will then generate your fully configured AI Agent in seconds.
You can edit the details of your AI Agent at any point in the relevant textboxes.
You can also test out your AI Agent in the Playground to see how it functions.
Prompting Guidelines & Examples
Rule | ✅ Good Prompt Example (Recommended) | ❌ Bad Prompt Example (Avoid) |
Give business context | “You are an AI Agent for a Superchat customer support team. Your goal is to answer FAQs about plans, billing, and WhatsApp setup, and escalate complex issues to human support.” | “Answer customer questions.” |
Avoid contradictory or ambiguous instructions | “Greet customers in a friendly tone and send the correct help article link based on their request.” | “Greet customers in a friendly manner, but only send them the correct link.” |
Clearly define the Agent’s goal and behavior | “Your goal is to help customers quickly resolve common issues. Keep answers short, friendly, and accurate, and escalate when unsure.” | “Be helpful.” |
Avoid bullet points without context | “When a customer asks about pricing, follow these steps: confirm their plan, explain the relevant pricing, and link to the correct help article.” | - Pricing - Plans - Help article |
Don’t leave complex tasks incomplete | “If a customer wants to cancel, check their contract status, explain when cancellation is possible, and guide them to the correct settings page.” | “Handle cancellations.” |
Always include limits and restrictions | “Create up to 3 short reply suggestions (max. 2 sentences each) for common Superchat billing questions.” | “Create replies for billing questions.” |
Data Upload
As shown in Step 3 of the Creating an AI Agent tutorial above, you can upload website and knowledge data to your AI Agent. Further details on the parameters of these uploads:
Website scraping. You can add a specific page or an entire domain (up to 100 pages, two levels deep). Important to note:
Only the text from your website is used — visuals like tables, icons, or images are ignored. For example, checkmark icons in pricing tables will not be interpreted.
Make sure your website content is well-structured, readable, and up to date before syncing.
Uploading knowledge data. Typical uploads include: product catalogs, terms & policies, help articles, training materials. Best practices:
Use text-based documents only — images, tables, and screenshots will be ignored and can reduce accuracy.
Keep documents clean, structured, and easy to read.
If a human would struggle to understand the document, your AI Agent will too.
Implementing the AI Agent Node in Automations
To add the AI node in Superchat:
Go to Automations in Superchat and create a new automation (or open an existing flow if you have one).
Click and drag the little circle at the right-hand side of the node you want prior to the AI Agent node.
In the following pop-up menu, select the AI Agent node. If you can’t find it, you can always search for it in the search bar.
Select the AI Agent you want to be used in this node and enter any additional instructions to configure the behavior of the AI Agent for this specific point in the automation. (You can change this at any time by simply clicking on the node again.)
Important to note: These instructions only apply to this specific AI Agent node. This is useful when you want the AI Agent to perform specific tasks or share certain information only at this point in the automation and not in general. Find out more about the difference in AI Agent prompting and Additional Instructions here.
Connect the node to the rest of your flow and, when you are ready, you can publish the automation.
Testing your AI Agent in Superchat
As seen in Step 6 of the Creating An AI Agent tutorial above, there is an internal playground in Superchat for testing your AI Agent. Further details on testing your AI Agent:
Playground Testing
Once you create your AI Agent, you will be able to test it in the playground with common customer questions. Here, you can try out simple to advanced questions and update the prompts based on the Agent’s responses. See our prompting examples above for guidance on how to prompt well.
Test additional instructions in a live automation
After testing in the playground, you can then test the AI Agent by setting your automation live and testing it as a customer would use it. This can be especially helpful to test Additional Instructions given to specific AI Agent nodes. If you’re unsure how to test your automation without making it available to the public, check out our article here.
What can an AI Agent NOT do:
Perform actions outside of Superchat - they work within our platform so cannot update, for instance, internal databases
Cannot wait for a point to be made amongst multiple messages, it will respond to every message.
Execute orders.
Always answer in the exact same way 100% of the time.
Utilise employee data (e.g. calendar).
Ensure that information given by a customer (such as a name or email address) is valid.
Send URLs to customers.
The AI Agent cannot speak to the end customer. It is purely text-based.
Give medical, legal, or financial advice.
Cannot create or send images or documents via WhatsApp.
Answer phone calls.