AI inbox agent setup

Setting Up the AI Inbox Agent

The AI inbox agent automatically replies to inbound customer enquiries on your behalf — useful when you're away from your desk or handling a busy event period. It's available on the Pro plan and above.

Getting There

Go to Settings → AI inbox agent.

Before You Enable

The agent requires a knowledge base to draw answers from. If you haven't set one up yet, you'll see a prompt to do so — the toggle will remain inactive until a knowledge base exists and you have AI credits remaining.

Configuring the Agent

Once on the settings page, fill in the following fields inside the AI inbox agent card:

• Agent name — the name shown to customers in replies (e.g. "Hi, I'm [name] from [your business]"). Defaults to *Assistant* if left blank.
• Max replies per conversation — choose from 2, 3, 5, 7, or 10 replies. Once the agent reaches this limit, it stops replying and hands the conversation back to you.

Changes save automatically when you leave a field or change the dropdown.

Setting Up a Knowledge Base

The knowledge base contains the information your agent uses to answer questions — your services, pricing, availability, and so on.

1. Click Set up knowledge base in the Knowledge base card.
2. Choose a template or start from scratch.
3. Edit individual sections to match your business details.

To replace an existing knowledge base, click Replace KB in the top-right corner of the Knowledge base card.

Enabling and Disabling the Agent

Use the toggle at the top of the AI inbox agent card to turn the agent on or off. The toggle is disabled if:

• No knowledge base has been set up yet.
• Your AI credit balance has run out for the month.

When credits are exhausted, replies pause automatically until the next monthly allotment or an upgrade. You can check your remaining balance in the AI credits card on the same page.

Handoff Behaviour

The agent hands off to you when it reaches the Max replies per conversation limit. From that point, any further replies in that thread come from you directly.

> Tip: Keep your knowledge base sections up to date — accurate info about your menus, lead times, and service areas will reduce the number of conversations that need manual follow-up.