AI agents

An AI agent is a virtual teammate that can answer conversations on its own and hand off to a human when it should. You build one visually with the Flow builder.

Building a flow

On the AI Agents screen, open the flow builder — a drag-and-drop canvas where each block is a small step in the conversation:

• Message — say something to the visitor.
• Collect — ask for and capture a piece of information.
• Branch — take a path based on a condition.
• Freeform — let the model answer openly, guided by a knowledge base.
• Handoff — pass the conversation to a team.
• End — close the flow.

Each block can carry its own knowledge, so answers stay grounded in what you provide.

Putting an agent on a conversation

From a conversation's Actions menu, hand it to an AI agent. The agent answers automatically and can hand back to a team when the flow says so — or when a person takes over. To take a conversation back, use Stop AI & take over.