Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Putting the AI agent on your messaging channels, and the two settings that decide how customers experience it.
Connect it
- In the AI agents workspace, click Dashboard in the sidebar.
- Hover over the agent, which will be showing Ready to activate, and click Activate.
- In Manage your channels, select the messaging channels it should cover and click Save changes. To change the selection later, use Manage channels in the options menu.
- Check where a handover lands: Settings > CRM integration > Messaging settings holds the Transfer group, along with the avatar and rich messaging. Click Save.
- Test from the customer side on each channel.
Two limits apply before you plan this. Only one AI agent can be active on a channel at a time, so a second agent for the same widget means replacing the first. And an agent built for messaging cannot later be activated on email, or the other way round: that choice is made when you create it.
There is no always-or-out-of-hours switch
On a messaging channel the AI agent answers, full stop. If you want it to step back during opening hours, you build that: an Availability block at the start of the path hands over to a person while people are there, and takes a different route when they are not.
Answering only out of hours is the cautious start, and it is worth building. Customers who would otherwise wait until morning get an answer, and nobody loses access to a person during the day. Letting it answer everything is where the volume benefit is, and it should follow evidence from the transcripts rather than precede it.
What happens when nobody is available
A handover at two in the morning must not vanish. Take the message, say when somebody will respond, and make sure the ticket lands in a group that is worked in the morning.
Watch out for the default responder label
On accounts with AI agents - Advanced there is a setting that makes one agent the default responder for all configured messaging channels, and it reverts other connected agents to Draft. If a channel you configured stops behaving as you set it, check whether somebody applied that label rather than looking for a fault in this agent.
One channel first
Usually the web widget, because you control the page it sits on and the traffic is yours. Social channels bring their own conventions and a different tone.
Social channels are public
A poor answer on a public channel is visible to everybody, and screenshots travel. Scope the agent more narrowly there and hand over sooner.
Test on a phone
Most messaging is on a phone. Buttons, long replies and structured messages behave differently there, and testing on a laptop tells you little about what your customers see.
Watch the first week per channel
Each channel attracts a different kind of question. The transcripts from your widget will not predict what arrives on WhatsApp.
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