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AI agents

6 min. readlast update: 08.11.2025

AI agents are fully autonomous support assistants that work right away with no complex setup needed. 

They can resolve issues, answer common questions, reduce spam, and pull answers from your documentation, all while using full customer context, such as open tickets. 

With just a few simple tweaks, you can customize your AI agent to fit your workflows and quickly deliver smart, automated support.

 

 

Customizing your AI agent

You can access your AI agent settings directly from the Automation section, where you can customize its name, avatar, and tone of voice, and control the length of its responses.

Each license includes one AI agent, making setup simple and ensuring focused, controlled use across your organization.

 

Who can manage an AI agent?

Only Owner and Admins have permission to:

  • Edit AI agent settings

  • Publish changes

  • Turn the AI agent on or off

💡 Tip: You can turn your AI agent on (Accepting chats) or off (Offline) anytime.

 

Tone of voice

Choose a voice that reflects your company’s personality and matches users' expectations. Your AI agent can speak in a tone that fits your team:

  • Professional: Formal and respectful — great for business settings.

  • Concise (direct): Straight to the point, with no fluff.

  • Polite (neutral): Calm, clear, and fact-based.

  • Friendly: Approachable, supportive, and positive.

  • Casual (humorous): Light-hearted and fun, while still being informative.

 

Answer length

You can also set how detailed you want responses to be:

  • Short: Quick answers (1–2 sentences).

  • Standard: Clear and complete, with enough context.

  • Long: In-depth, step-by-step responses with background info.

 

 

Knowledge sources

The AI agent can access information from various sources to provide accurate and relevant answers.

You can select existing sources or add new ones as needed, giving you the flexibility to tailor the AI agent’s knowledge to your specific support content. You can use website sources, files, or both.

 

Websites

Follow the steps below to add your website as a knowledge source. This will enable your AI agent to reference external content when responding to visitors or assisting internal teams.

 

 

Step 1: Enter website URL

In the Add new website window, paste the URL of the website you want the AI agent to use when responding to visitors.

You can choose to include the Full website (including all subpages) or a Single page. 

Step 2: Enable knowledge source

Toggle the features where this knowledge source should be used:

  • AI agent: Enables automatic replies based on this content.

  • Reply suggestions: Suggests replies to agents during live chats.

  • Copilot: Assists your team with relevant knowledge.

Make sure all relevant options are checked.

Step 3: Configure auto-update

Enable Auto-update to keep the knowledge source fresh, and set your preferred update interval (for example, every 30 days).

Step 4: Name the source

Optionally, enter a custom name for this knowledge source to make it easier to identify.

Step 5: Finalize

Click Add new website to complete the setup.

 

Files

Follow the steps below to upload a file as a knowledge source. The AI agent can use its content for customer support and internal assistance.

Step 1: Upload a file

Click Select a file or drag and drop a document into the upload area.

💡 Tip: Supported file formats include PDF (up to 200 pages), DOCX, PPTX, TXT, CSV, TSV, and MD. Maximum file size: 50 MB.

Step 2: Enable for use

Choose where this knowledge should be applied: AI agent, Reply suggestions, and Copilot.
Make sure the appropriate boxes are checked based on your needs.

Step 3: Finalize

Click Add new file ​​to upload your file.

 

Context awareness

The AI agent has extra capabilities that help it deliver even more relevant and personalized support. 

Context awareness means the AI knows which organization it’s working for and has basic info about the visitor, so it can tailor responses more effectively.

 

 

Skills

The AI agent comes with flexible skills you can turn on or off to better support customers and match your team’s needs.

 

Send a welcome message

With this skill active, the AI agent can deliver a personalized welcome message at the start of a chat. The message can be:

  • Context-based and AI-generated, tailored using your company details and visitor information, or

  • Custom and predefined, using a manually set message format.

This feature helps set the tone for the interaction and enhances user engagement right from the beginning.

 

Handle tickets

This skill allows the AI agent to interact with the ticketing system. When active, the AI agent can:

  • Create a new ticket if it cannot provide an answer/transfer the chat to a human agent, or

  • Update the existing ticket created in this chat with relevant details, including status, content, and visitor information.

💡 Tip: You can add a prefix to ticket subjects, such as [AI], to easily tell apart tickets created by the AI agent from those created by human agents. Just check the Add prefix option and enter your preferred prefix.

 

Transfer to human

This skill allows the AI agent to smoothly hand off conversations to a human agent. When active, it can automatically assign chats to the first available teammate when needed.

Transfers happen when certain conditions are met, for example, if the AI agent can’t provide an answer or the user asks to speak with a human expert.

💡 Tip: If no teammate is available within 30 seconds, the AI agent can step in and create a support ticket. Just check the Create a ticket option to ensure the user still gets the help they need.

This ensures users always get the help they need from the AI agent or a human expert.

 

 

Preview widget

The testing feature lets you preview how the AI agent would respond in real conversations. 

While skills like ticket creation or transfers aren’t active in preview mode, the widget clearly shows when a skill would be triggered if the chat were live. 

This helps teams review and fine-tune the AI agent’s behavior before enabling it for real users.

 

 

Publish changes

The Draft status means that any updates you made to the AI agent, such as name or tone of voice, are saved but not yet live. Customers interacting with the AI agent will continue to experience the previously published version. 

​​To apply your updates, click Publish changes in the top-right corner.

 

 

Ready to get started?

Just head to the Automation section to set up your AI agent in a matter of minutes. 

Do you have questions? Open the Chat with Support tab in Text App. We're always happy to help!

 

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