AI Agents Overview
AI Agents in Flovoo reply to your customers automatically based on your business information and the instructions you write. You can assign an agent to chats like any team member, follow the chats it handles, and take over any chat from it at any time by clicking Take over.
4 min readBy the Flovoo team
AI Agents in Flovoo help you reply to your customers automatically at any time, without waiting for someone on your team to be free.
You create the agent, give it information about your business and instructions on how to reply, then assign it to chats. The agent answers repeated questions and hands the chat to your team when a person is needed.
What Is an AI Agent?
An AI agent works like a member of your team: it appears in the assignee list, can be assigned to chats, and replies to incoming messages automatically.
A chat has one assignee at a time: a team member or an AI agent. When the agent is the assignee, it is the one replying to the customer.
Ready-Made Templates
You can create the agent from one of the ready-made templates, then adjust it for your business:
- Support agent: Answers questions about your prices, services, hours, and policies.
- Sales agent: Answers buying questions and keeps the conversation moving until someone on your team picks it up.
- Lead qualifier: Finds out what a new customer needs before someone on your team picks up the chat.
You can also write your own instructions from scratch.
The AI Agents Page
Open AI Agents from the sidebar. The page shows the AI agents in your workspace, their number, and your remaining AI message balance.
To create a new agent, click Create AI agent, or choose one of the ready-made templates.
Assign the Agent to Chats
You can assign the agent to a chat the same way you assign any member:
- Open the chat.
- Click the assignee name at the top of the chat window.
- Choose the agent from the list.
The agent starts replying to new messages right away. Assignment is at the contact level, so the agent replies to the contact on all of their channels.
You can also assign the agent automatically to new contacts from Workflows.
Supported Channels
AI agents work on the following channels:
- WhatsApp Business API
- Facebook Messenger
- Website Chat Widget
Take Over a Chat from the Agent
When the agent is handling the chat, the message box is disabled so your reply does not overlap with its reply, and a Take over banner appears in its place.
To take over the chat, click Take over. You become the chat assignee, the agent stops replying, and the message box opens for you.
Hand Chats to Your Team Automatically
You can set when the agent hands the chat to your team, and who picks it up. If you choose one member, the chat moves to them directly. If you choose several members, chats are distributed between them in turn.
Follow the Agent's Chats
From the quick filters on the Chats page, you can show:
- Handled by AI: Chats where an AI agent is replying.
- Needs a human: Chats where the agent stopped replying, or no one is following up.
To learn more about filters, see Managing Chats.
Who Can Manage Agents?
- Owners and Admins: Create, edit, and delete agents.
- Managers and Agents: See agents in the assignee list, and can take over chats from them.
Frequently Asked Questions
Can an agent and a team member reply to the same chat at the same time?
How do I take over a chat from the agent?
Does the agent reply on all of a contact's channels?
How do I know which chats the agent is handling?
Where do I find my AI message balance?
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