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An AI agent answers customer messages on its own, on the channels you assign it to. It uses instructions you write, knowledge you give it, and optionally tools that let it look things up or take action.

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When an agent replies — and when it stops

This is the part worth understanding before you turn one on.
1

A message arrives on an assigned channel

Only channels you explicitly assign in the agent’s Assign step. An agent with no channels assigned does nothing at all.
2

The agent replies

Using its instructions, knowledge and enabled tools.
3

A human takes the conversation

If Pause AI when a chat is assigned is on (the default), the agent stops replying the moment an agent owns the chat. See How assignment works.
You can also pause the AI in a single conversation from the inbox, without changing anything globally.

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Turning AI off

Three levels, from narrowest to widest:
Deleting an agent removes its training data, knowledge files and channel assignments, and it stops replying immediately. This is permanent. If you only want it to stop for now, set it inactive instead.

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The default agent

One agent can be marked Default. Set it from the agent list — Set as Default.

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Cost

AI replies draw from your plan’s shared monthly unit pool, and each AI reply uses one unit. Billing shows what you have used. If your plan does not include AI, the option is unavailable rather than silently free.
The help assistant you are reading this from is not an AI agent and does not use your units. It is part of the product.

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Eval score

Each agent shows an eval score once compiled — a rough measure of how well it answered its own training questions. Treat it as a smoke test, not a guarantee. Real confidence comes from watching its first conversations.

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Next

Build an agent

The six-step wizard, start to finish.

Guardrails

Limiting what it will and will not say.

Tools

Letting the agent look things up and take action.

Automations

Deterministic rules, as opposed to a model deciding.