An AI customer agent is a digital support teammate that lightens the load on your service team. It answers common questions instantly, hands complex requests to a human and leaves no message unanswered. In FlexInbox this agent speaks only from your own knowledge.
Goes live on your WhatsApp and Telegram support lines in minutes.
A trainable support assistant that scales your service without burning out your team.
A customer service team's day is often filled with the same questions: "where is my order", "how do I return this", "what are your hours". An AI customer agent takes on this repetitive load so your team can focus on the cases that truly need a human touch. The customer gets an answer the moment they write, while your agents handle fewer but more valuable conversations.
The AI agent in FlexInbox is not a generic chatbot. It speaks only from the knowledge you upload: your product catalog, your shipping and return policies, your FAQs and your website. It will not invent an answer it has no source for; when needed it says "let me bring in a teammate" and moves the chat to a real person.
The same agent works directly on your WhatsApp and Telegram support lines, and through Bitrix24 Open Lines on every connected channel including web chat, Instagram and Facebook. For the technical details of the RAG architecture, multiple agents and knowledge base sources, see the AI Agent page.
Everything you expect from a support agent, tireless and all day long.
After hours, on weekends and holidays your customers are never left waiting. Your first response time drops to practically zero.
Shipping status, returns, opening hours, pricing and other repetitive questions are answered correctly from your knowledge base.
It interprets a photo the customer sends, transcribes a voice message and replies based on the content.
It nudges customers who went quiet or left a chat unfinished with a polite reminder, so no opportunity is lost.
When unsure, when asked for an agent or on a keyword, it passes the chat to a real person along with its full history.
It answers in whatever language the customer writes, letting you serve different markets from a single knowledge base.
Three working modes let you hand control to the AI step by step, at your own pace.
The AI prepares a reply draft for every incoming message, but your agent has the final say before it reaches the customer. The safest entry point for teams just starting out.
The AI replies directly to questions above the confidence threshold you set; when unsure it leaves a draft for an agent. It balances speed with control.
The AI runs the conversation from start to finish; if it cannot solve the issue or the customer asks for a human, it moves the chat to an agent with its full history. Like a full-time digital support teammate.
In FlexInbox the AI stands beside your team, not in its place.
The moment an agent writes into a chat by hand, the AI automatically steps back in that conversation. Two voices never reply at once, so the customer is never confused.
When a chat is passed to a human, the agent sees the whole exchange, so the customer never has to repeat themselves.
You decide which mode and which agent runs on which line, and you can switch the AI off whenever you want.
Reports show how many chats the AI resolved, how many it handed to a human and how your team performs.
The AI speaks only from the knowledge base you upload (products, policies, FAQs, your website) and, on topics it has no source for, it redirects the chat to a human rather than inventing an answer. You can audit every reply in the reports and correct it with feedback, making it more accurate over time.
Yes, always. When a customer says "I want an agent", when the AI is unsure or when a keyword you set appears, the chat is handed to a real agent together with its full history. And the moment an operator starts typing by hand, the AI goes quiet in that conversation.
It works directly on your WhatsApp and Telegram support lines. If Bitrix24 Open Lines is connected, the same AI agent also answers the channels attached to it, including web chat, Instagram and Facebook.
Yes. It can interpret a photo the customer sends and transcribe a voice message, then reply based on its content. For support, where customers often send a photo or a voice note instead of typing, this is a real convenience.
You can define a follow-up message rule for the AI agent: it sends a polite reminder to customers who went quiet or left a chat unfinished. That way open requests are not forgotten and satisfaction stays high.
Train your AI customer agent on your own knowledge, assign it to your WhatsApp and Telegram lines and switch to 7/24 support in minutes.
