Plan requirement
| Subscription | Any plan |
| Access | Admin |
Putting the AI agent on your messaging channels, and the two settings that decide how customers experience it.
Connect it
- Open the AI agent's channel settings.
- Choose the messaging channels it should cover.
- Set when it responds: always, or outside opening hours.
- Confirm the handover reaches a staffed group.
- Test from the customer side on each channel.
Setting one: always, or out of hours
Out of hours only is the cautious start. Customers who would otherwise wait until morning get an answer, and nobody loses access to a person during the day.
Always is where the volume benefit is, and it should follow evidence from the transcripts rather than precede it.
Setting two: 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 somewhere that is worked in the morning.
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 actually 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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