What is an AI Agent?
An AI Agent is your always-on assistant in Superchat. It can automatically reply to customer messages, collect information, and perform internal actions — such as writing notes or updating contact data.
The AI Agent works across all connected channels, including WhatsApp, Email, SMS, Facebook Messenger, Instagram Direct, Live Chat and Telegram.
In addition to messaging channels, the AI Agent also works on the phone: it automatically answers incoming calls and speaks with the caller.
It is available 24/7, ensuring customers always receive a response — even when your team is offline.
The AI Agent is available from the Professional plan onwards. Workspaces on lower plans can still create AI Agents and test them in the playground, but they cannot publish Automations that include an AI Agent.
❗ Note: Only Admins and Supervisors are able to create, edit and delete AI Agents.
Why should I use an AI Agent?
AI Agents help you to:
Respond to customers instantly, day and night.
Reduce repetitive manual work for your team.
Keep communication consistent and documented.
Let your team focus on more complex or high-value conversations.
How can I use an AI Agent in my business?
Customer support: Answer common support questions automatically and only escalate when truly necessary. This speeds up response times and improves customer satisfaction.
Sales: Qualify leads automatically, collect key information, and route them to the right team or sales representative — or even let the AI Agent close deals on its own.
Recruiting: Collect applicant data and pre-screen candidates before forwarding them to HR.
Phone reception & availability: Let the AI Agent answer incoming calls when no one on the team picks up, outside business hours, or when the line is busy — so no call goes unanswered.
How do AI Agents work?
Setting up and using an AI Agent happens in two steps that give you full flexibility and control.
1. Set up the AI Agent
Create and configure your AI Agent. You set it up across four areas:
Task & Rules: Tell your agent what it should do, what it should never do, and what it should know by heart. This defines its role, tasks and boundaries.
Knowledge & Data: Train your AI Agent on your company's data. You can connect your website, create QA lists, or add internal documents to help it answer customer questions accurately.
Language Style & Voice: Give your agent a tone and style — separately for Chat, Email and Phone.
For phone, you also choose a voice, set the greeting, and decide whether callers can interrupt the greeting.
Tools & Actions: Allow your AI Agent to take action in Superchat — for example writing internal notes for your team, capturing information, updating contact attributes, or reading contact details. For phone, it can also forward calls or send a WhatsApp template to the caller.
Tip: "Know by heart" vs. "Knowledge & Data". Only put things in "know by heart" (under Task & Rules) that your agent should be able to answer instantly at any time — such as opening hours or location. The actual knowledge base and everything more in-depth belongs in Knowledge & Data; that's where the agent looks things up during a conversation.
To learn more about creating and configuring your AI Agent, see the article: Getting Started: AI Agents
2. Set your AI Agent live
Chat & Email
After setting up your AI Agent, you can activate it for Chat & Email in Superchat Automations and decide when and where it should respond.
Examples:
Reply to incoming messages automatically outside business hours.
Handle all new WhatsApp messages in a specific inbox.
You can also set up smart exit rules to control when the AI Agent should stop responding and hand the conversation back to a team member.
To learn more about using your AI Agent in Automations, see the article: Setting Your AI Agent Live in Automations
Phone
For phone, you set the agent live via a Superchat number and call forwarding. How exactly this is set up depends on how you connect your phone:
Connect your phone system with the AI Agent — for phone systems such as SIP, VoIP, cloud and office phone systems.
Set up call forwarding from your mobile to your AI Agent — for a single mobile phone or landline.
Concurrent call limits
The number of calls your AI Agent can handle at the same time depends on your plan:
Professional supports 2 concurrent calls
Advanced supports 4
Enterprise supports 8 (and can be increased upon request)
These limits apply per workspace, not per agent — so if you have two AI Agents set up for phone on a Professional plan, they share a combined limit of 2 concurrent calls rather than each agent being able to have 2 concurrent calls.
Calls made in the playground do not count towards this limit.
Tracking and handing over calls
All of your AI Agent's calls are collected together in your inbox under AI Calls — each with an automatic summary, recording and full transcript. From there you can call back directly or message the contact via another channel.
If a human needs to take over, the AI Agent uses the "Forward Call" tool to transfer the conversation to your team.