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AI agent overview

Your AI agent is what replies to customers in the Inbox. It reads each incoming message, decides how to respond, and can take actions on your behalf. You shape its behavior from the AI Agents area.

How the agent decides what to do

Section titled “How the agent decides what to do”

For every message, the agent combines a few things:

  • Instructions & persona — the rules and tone that define how it behaves.
  • Knowledge — reference material it can draw on to answer accurately.
  • Skills — focused capabilities it uses for specific situations, activated by triggers.
  • Lifecycle stage — where the conversation is in your customer journey, which can change what the agent does next.

You don’t script every reply. You configure these building blocks, and the agent applies them conversation by conversation.

What you can configure

Section titled “What you can configure”
Section titled “Related”