AI: agents, knowledge base and credits
Create an AI agent that answers customers from your knowledge base and hands over to a human when needed, and keep an eye on credit usage.
AI & voice holds: AI Agent, AI settings, AI credits, Knowledge base, Voice and numbers, Sentiment & intent, and AI review.
Every AI feature works only when AI is available to your workspace: either from the monthly credits included in your plan (when the platform administrator has enabled them) or from your own OpenAI, Gemini or DeepSeek key. Every reply, summary or suggestion uses credits; 1 unit = 1,000 tokens.
Setting up an AI agent
- Add your documents in "Knowledge base": a file, text or URL, then "Try a question" to check the answer is there.
- In "AI Agent" press "New agent", write the "Bot persona", and choose the "Knowledge base documents" and the channels it works on.
- Set the "Guardrails": forbidden topics, "Daily reply cap", "Business hours only", and the enabled tools such as appointment booking.
- Set "Hand over to" and the handover message; the agent passes the conversation to a person when it cannot find the answer or the customer asks for one.
- Use "Test chat" to see the agent's reply and every tool it used without sending anything real, then switch it on.
AI across the platform
- In the inbox: a suggested reply, "Summarise", "Change tone", "Translate", and a summary when the agent hands a conversation to a person. Use "Take over" to stop the agent in a specific conversation.
- Voice-note transcription is switched on in the AI settings tab.
- "Voice and numbers" sets up automated call answering, phone numbers, and the call history with outcomes; it needs a telephony provider connected.
- "Sentiment & intent" classifies incoming messages (positive, angry, pricing question…), and the result can drive automation rules.
- "AI review" gathers what needs a human look: replies a teammate rated down, field suggestions waiting for approval, and follow-up drafts that failed.
The "AI credits" tab shows this month's usage per feature, what is left and when it resets, and "Which key is used". If your plan has no credits, add your own key or upgrade your plan.