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The AI agent answers customer messages in the chat using the name, context and rules you defined. It collects lead data, checks the calendar and schedules meetings, and calls the team when needed.

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When to use

  • Serve leads outside team hours or during peak times.
  • Make the first contact, qualify the lead and leave the appointment already booked.
  • Reduce response time without growing the team.

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Before you start

When you turn on AI, the screen shows a notice that the feature uses artificial intelligence with processing in the United States and that, by enabling it, you agree to the international transfer of data (LGPD, art. 33). Read it before turning it on.

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How to turn on AI on a channel

AI is turned on per integration, which means you choose which numbers and accounts it serves.
1

Open the integration

Go to Settings, Integrations and open the WhatsApp integration.
2

Go to the WhatsApp tab

Open the WhatsApp (Official Meta) tab and find the Official Behavior section.
3

Turn on AI

Enable Enable AI on this number.
4

Decide on automatic leads

If you want, also enable Automatic Lead Creation, so that new contacts become leads in the pipeline.
5

Save

Save the integration.

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One AI profile for all channels or one per channel

In Company settings, AI tab, the Apply this setting to all channels option defines how the agent behaves. With the option off, the integration also gets the Service Mode field:
  • Artificial Intelligence: the agent leads the conversation.
  • Fixed Flow (visual builder, no AI): a flow built by you, with template sending, waiting for the reply and branches, which replaces the AI on that channel. The Open Flow Editor button takes you to the builder.

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What the agent does

  • Replies using the name you gave it (AI Name field).
  • Follows the objective chosen in Main AI Objective (see the table below).
  • Collects lead data during the conversation, such as name and contact.
  • Checks free slots in the calendar and creates the appointment. If Google Calendar is connected, the event is also sent to it.
  • Understands audio messages: the audio is transcribed and answered as text.
  • Hands the conversation over to the team when needed. See Hand over to an agent.

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Available objectives

At a car dealership, the agent also searches real vehicles in your stock and records the lead’s interest. The AI never invents vehicles.

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What the agent does not do

  • It does not answer conversations that are already with a human agent.
  • It does not answer when AI credits run out. The conversation stays waiting for human service.
  • It does not confirm a meeting date or time that the customer has not said and that the calendar has not released.
  • It does not send emojis and asks one question at a time.
  • It does not decide on its own about formal complaints, billing disputes or complex legal matters: in those cases it calls the team.

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Business hours

There is no schedule to turn the AI on and off: it answers at any time, as long as there are credits and the conversation is not with a human.
Hours only matter when scheduling. To suggest free slots, the agent uses the business hours and lunch break written in the About the company field. If nothing is stated, it assumes 9 a.m. to 6 p.m. For that reason, describe the company’s service hours in the knowledge base. For the interval between meetings and the default duration, see the Interval between meetings and Meeting duration fields in General settings.

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Response time

In General Settings, AI tab, the Response Delays section defines the Minimum time and Maximum time to wait. The AI picks a random value between the two before replying, so the conversation feels natural. Long answers are split into short messages, sent with small intervals.

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Frequently asked questions

The most common reasons are: the conversation was taken over by an agent, the AI called the team, the credits ran out or the conversation was finished. Check the conversation mode in the details panel of the Chat.
Yes. The option is per integration: turn it on only in the integrations where you want the agent.
Adjust the text in About the company and Service rules. The more specific the rule, the better the result. If the information is not in the base, the AI should not make it up.
If there are consecutive failures, the AI is paused for a few minutes for that company and the conversation is not answered automatically. During that period, follow the Queue tab of the chat.

Knowledge base

Teach the AI about your business.

Hand over to an agent

When and how the team takes over.

AI credits

Understand consumption.

Multichannel chat

Follow the conversations.
Last modified on November 10, 2026