What Is a Chat Agent?

A Chat Agent is an AI-powered conversational assistant that you create and deploy to interact with your customers across multiple channels. Each Chat Agent is backed by a large language model (LLM) and can be trained on your specific business knowledge to answer questions, qualify leads, schedule meetings, and more — all without human intervention.

​

How It Works

When a visitor sends a message — whether through your website widget, WhatsApp, email, or another channel — the Chat Agent:

1. Receives the message from the connected channel.
2. Retrieves relevant context from your knowledge base (web pages, documents, FAQs).
3. Generates a response using the LLM, following the instructions and tone you configured.
4. Sends the reply back to the visitor on the same channel.

If the conversation requires a human, the agent can escalate to a live team member in your Inbox.

​

Supported Channels

Each Chat Agent is configured for a specific channel. You can create multiple agents for different channels.

​

Agent Types (Engine Configuration)

When creating a Chat Agent, you choose one of two engine types:

​

Single Prompt (Simple Prompt)

Best for most use cases. You provide a set of instructions (objectives) that tell the agent how to behave in all conversations. The agent uses these instructions along with your knowledge base to generate responses. Use when:

• Your conversations follow a general pattern.
• You want a quick setup with natural, flexible responses.
• Your agent handles support, FAQ, or general lead qualification.

​

Conversational Flow

A node-based visual designer where you build a structured conversation tree. Each node represents a stage in the conversation with its own instructions and transition rules. Use when:

• You need a strict, step-by-step conversation path.
• Different branches require completely different behavior.
• You’re building a qualification funnel with specific routing logic.

​

Key Capabilities

Every Chat Agent can be configured with:

• Knowledge Base — Upload documents, crawl web pages, and add FAQs so the agent answers from your content.
• Lead Capture — Collect contact information (name, email, phone) during conversations.
• Meeting Scheduling — Let visitors book meetings directly from the chat.
• Human Escalation — Automatically hand off to a live agent when the AI can’t handle the request.
• Tools & Integrations — Connect to external APIs, CRMs, and trigger custom actions.
• Message Approval — Optionally require human approval before the agent sends a message.
• Analytics — Track conversation metrics, feedback, and agent performance.

​

What’s Next

• Creating Your First Chat Agent — Step-by-step guide to get your first agent running.
• Understanding Engine Types — Deep dive into Single Prompt vs. Conversational Flow.
• Publishing & Versioning — How to manage drafts, publish changes, and review version history.