How to Set Up an AI Customer Support Agent?
Connect an AI agent trained on your own knowledge to WhatsApp and Telegram; answer common questions automatically and hand off to a human when things get complex.
What is a trainable AI agent?
A trainable AI customer support agent is different from a generic chatbot: it is fed with the information you upload (product catalog, FAQs, policies, your website) and gives accurate answers specific to your business only. This method is called RAG (retrieval-augmented generation).
The result: consistent answers grounded in your real knowledge base instead of "made-up" responses. Repetitive questions are closed out automatically, and your agents can focus on higher-value work.
Setup steps
Build the knowledge base
Upload text, URLs, FAQs, or files. The agent answers based solely on this information.
Choose the operating mode
Pick one of the modes: suggestion (draft for the agent), semi-automatic (approve and send), or fully automatic (respond directly).
Assign lines
Choose which WhatsApp/Telegram lines the agent will answer. Licensed lines appear in the list.
Set up handoff rules
In ambiguous situations, or when an agent replies manually, have the AI disable itself so the conversation is handed off to a human.
Measure and improve
Track your response rate, handoff rate, and plan usage in the reports; keep your knowledge base continuously up to date.
Three modes: you stay in control
You don't have to give the AI full authority all at once. Most businesses start in suggestion mode: the agent prepares a draft reply, and a support rep approves and sends it. As trust builds, you move to semi-automatic and then fully automatic mode.
We also covered how to position AI in customer service in our article Customer Service with WhatsApp.
Frequently asked questions
Can the AI give wrong answers?▾
The agent is set up to answer only from the knowledge base you upload. When it isn't sure, it hands the conversation off to a real support rep.
Which languages does it support?▾
The agent can respond in the language the customer writes in. No additional setup is needed for multilingual support.
How does the cost work?▾
AI usage is package-based; you pay only for what you use. Details are on the pricing page.
What happens when an agent replies manually?▾
When a support rep replies to a conversation manually, the AI automatically disables itself for that conversation; control stays with the human.
Set up your AI agent today
Upload your knowledge base, choose a mode, and connect to WhatsApp.