Set up the AI Agent

The AI Agent answers customers from the knowledge you give it, in the customer's language, and hands over to a human when needed. It is included in the free trial and on Professional and Enterprise plans.

Two modes

• Autopilot (Auto-reply on): the agent replies to customers directly on new conversations until a human takes over.
• Copilot (Auto-reply off): the agent only writes private suggestions inside the conversation; your team decides what to send.

Start in Copilot for a few days, read the suggestions, fix the knowledge, then switch to Autopilot.

Set it up

1. In STS Connect, open AI Agent in the side menu.
2. Fill in Business knowledge: what you offer, prices, working hours, delivery or booking rules, policies. The agent answers only from this text, so anything missing becomes "I'll check with the team".
3. Optionally upload documents under Knowledge Base and list items under Products; the agent searches them as well.
4. Add Handoff keywords (for example complaint, refund, human). A message containing any of them is passed to a human immediately.
5. Turn on Enable AI Agent, choose Auto-reply on or off, and save.
6. Press Activate in Channel once. This connects the agent to all your channels; new channels are added automatically.

Two deeper guides: Upload files to the Knowledge Base covers file types, sizes, statuses and the review page, and Voice notes, images and files in conversations covers what happens when customers send media.

How handover works

When a customer asks for a person, hits a handoff keyword, or the agent cannot answer from the knowledge, the conversation is marked Open and assigned to your team. The agent stays silent on that conversation from then on, so a human always finishes it.

Sending files from your library

The agent can attach your library files when a customer asks for them. In Library > Files, edit the file and switch on The AI agent may send this file. Fill in When to send it (for example, "When a customer asks for the price list") so the agent knows when the file fits the request. Only files you switch on can be sent, at most 2 per reply, and the agent always writes a short text message with the file. In Copilot mode it names the files in its private suggestion instead of sending them.

Agent profiles

An agent profile is a named AI agent with its own identity: the Name customers see, an optional Role label, its own Instructions, and the Channels it answers in. Profiles share the same knowledge base and business profile as the general AI agent, so you maintain that knowledge only once. For example, Lina can answer onboarding questions while Sara handles technical support, each in her own channels. Owners and admins manage profiles.

1. In STS Connect, open AI Agent > Agent profiles.
2. Press Add agent.
3. Enter the name customers see, an optional role label, and any extra instructions for this agent only.
4. Pick the channels it answers in and save. Keep Enabled on to let it answer; turn it off any time and the general AI agent takes those channels back.

An inbox belongs to at most one enabled profile, and a profile can only use channels the AI agent already works in.

Every profile is always open about being AI: the AI assistant label appears next to its name and cannot be hidden, the agent introduces itself as an AI assistant in its first reply, and it never claims to be human.

The number of agent profiles depends on your plan; see Plans and billing.

Using your own AI provider (optional)

By default the agent runs on STS Connect's AI. Under Provider you can point it at your own OpenAI-compatible endpoint with your own API key and model. Reset to platform AI restores the default.

AI Assist, the writing helper in the reply box, always needs your own key. See AI Assist in the reply box.