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What Are Agents?

An agent is your AI assistant that talks to customers for you. It answers questions, helps with problems, and captures customer information - all automatically, 24 hours a day.

What can an agent do?​

Talk to customers like a real person Your agent understands questions and responds in natural, conversational language. It doesn't just give robotic answers - it has actual conversations.

Answer questions based on what you teach it You train your agent with your business information. When customers ask questions, it uses that knowledge to give accurate, helpful answers.

Remember the conversation Your agent remembers what was said earlier in the conversation. If a customer asks a follow-up question, the agent understands the context.

Work on multiple channels The same agent can chat on your website, WhatsApp, Instagram, and Facebook Messenger at the same time.

Capture customer information automatically When someone chats with your agent, their conversation is saved. You can see every interaction and follow up with potential customers in the Customers section.

Parts of an agent​

1. Agent settings​

This is where you tell your agent who it is and how to behave:

  • Name - What customers see (like "Support Assistant")
  • Instructions - How you want it to act
  • Tone - Friendly or formal
  • Restrictions - Topics it shouldn't discuss

2. Training content​

This is what your agent knows:

  • Documents you upload
  • FAQs you add
  • Text you paste in

The more relevant content you provide, the better your agent can help customers.

3. Channels​

These are the places where your agent talks to customers:

  • Chat widget - The chat bubble on your website
  • WhatsApp - Messaging through WhatsApp Business
  • Instagram - Direct Messages on Instagram
  • Messenger - Messages sent to your Facebook Page

4. Integrations​

Connections to other tools you use:

  • Shopify - Products, cart, checkout, and return/cancellation requests
  • Salla - Products, orders, cart, and return requests
  • Calendly - Share your booking link when a customer wants to schedule
  • External API - Connect your agent to any REST API for live data
  • More integrations planned (Salesforce, Zoho, Slack, and others) - see our Roadmap

5. Built-in capabilities​

Your agent comes with powerful abilities that work automatically:

  • Knowledge lookup - Searches your training content (documents, FAQs) to find relevant answers
  • Contact capture - Automatically saves customer name, email, and phone number to your Customers section when customers share them during conversation
  • Escalation to a human - When your agent genuinely can't resolve something, it offers to connect the customer with your team and flags the conversation as escalated, with the reason recorded in the Customers section
  • Store tools - If connected to Shopify or Salla, agents can search products, check stock, manage the cart, and take return or cancellation requests

How an agent works​

  1. You create it - Set up its personality and behavior
  2. You train it - Give it your business information
  3. You test it - Make sure it responds correctly
  4. You launch it - Add it to your website or WhatsApp
  5. It helps customers - Answers questions 24/7
  6. You improve it - Update its knowledge over time

What kind of agent do you need?​

Customer support agent Answers FAQs, helps with issues, guides customers to solutions.

Sales agent Qualifies potential customers, answers product questions, captures contact info.

General assistant Provides information, answers questions, helps visitors navigate.

You can create different agents for different purposes. For example, one for support and another for sales.

How many agents can you have?​

It depends on your plan:

  • Free: 1 agent
  • Lite: 2 agents
  • Starter: 3 agents
  • Growth: 10 agents
Salla stores

Workspaces created from a Salla store install are limited to 1 agent, regardless of plan. See Connecting to Salla.

What happens when you hit your limit?​

If you reach your plan's agent limit, you won't be able to create new agents until you either:

  • Delete an existing agent to free up a slot
  • Upgrade to a plan with more agents

If you downgrade your plan and have more agents than the new plan allows, your extra agents will be locked. Locked agents stop responding to customers but your data and settings are preserved. Upgrade again to unlock them.

Next steps​

Ready to create your first agent?