AI Agent Overview

The AI Agent is an AI-powered chatbot that can automatically handle customer conversations on your behalf. It's available on Pro and Enterprise plans. Navigate to it via AI Agent in the sidebar.

Enabling the AI Agent

The first card on the page is AI Agent Status. Toggle it on to activate the AI agent. When enabled, additional settings become visible.

Agent Settings

In the AI Agent Settings card, configure:

• AI Agent Name — give your agent a friendly name (e.g. "AI Assistant")
• Language — choose Dutch, English, or Spanish
• Response Tone — select Professional, Friendly, or Casual

Business Information

Fill in the 📋 Business Information card so the AI can answer questions about your business:

• Business Name and Business Description
• Opening Hours (e.g. "Mon-Fri: 09:00-17:00")
• Customer Service Hours
• Phone, Email, and Address
• Blog Archive URL — if you have a blog, the AI can use it for context

Shipping & Returns

Fill in the 📦 Shipping & Returns card with your policies:

• Shipping Cost (e.g. "€4.95, free above €50")
• Delivery Time (e.g. "1-3 business days")
• Shipping Policy — detailed shipping information
• Return Deadline (e.g. "14 days")
• Return Policy — detailed return information

Frequently Asked Questions

Add FAQ entries in the ❓ Frequently Asked Questions card. Click "+ Add FAQ" to add a new question-answer pair. The AI uses these to quickly answer common questions without escalating to a human agent. For advanced AI training, see AI Knowledge Base and Training Your Chatbot.

Behavior & Escalation

Configure when the AI should hand off to a human in the ⚙️ Behavior & Escalation card:

• Escalation Keywords — comma-separated words that trigger an immediate handoff (e.g. "manager, complaint, urgent")
• Auto-escalate After — number of messages (1-10) before automatically escalating
• Can handle order questions — checkbox to let the AI answer order-related queries
• Can handle support questions — checkbox to let the AI answer support queries

Test AI Agent Panel

When you enable the AI Agent toggle, a Test AI Agent panel appears on the right side of the page. This lets you test your AI agent directly from the settings page — no need to visit your website or send real messages.

How It Works

• The test panel uses your current (unsaved) settings — so you can tweak and test before saving
• No AI credits are used for test messages
• It won't affect your live setup or create real conversations
• The AI uses all 5 knowledge sources: business info, shipping & returns, FAQs, your help center articles, and blog posts

Testing Tips

• Start with the suggestion chips (e.g. "What are your hours?") to quickly see how the AI responds
• Ask questions about your products, shipping, and returns to verify accuracy
• Test escalation keywords to make sure handoff triggers correctly
• Click "Reset Chat" to start a fresh conversation
• Adjust your settings and test again — changes take effect immediately in the test panel

When finished, click "Save Settings" to apply your configuration.