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 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 the portal open AI Agent.
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 Inbox once. This connects the agent to all your inboxes; new inboxes are added automatically.

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.

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.