Setup
Write the job in Instructions: what to ask, what information to provide, and when to finish or hand over. Business details such as opening hours belong here or in the selected knowledge texts. There is no required confirmation exchange. For a callback assistant, you could instruct it to ask for a preferred time, explain your working hours when the time is outside them, and otherwise thank the contact and finish. Supply your actual hours and timezone in those instructions. Finishing ends its automatic replies; a later thank-you does not keep the conversation going. Changes stay in a draft until you choose Publish. Your draft survives leaving the page or reloading. The published agent keeps working unchanged while you edit or test. Publish saves a numbered version with your name, timestamp and optional change note. New conversations use that configuration; existing sessions stop so they cannot mix versions. Discard returns to the published setup. In Version history, Restore as draft loads an older configuration for review and testing. It does not change the live agent until you publish. If another editor changes the agent, Newer changes available appears. Your edits stay intact. Publish lets you review the differences and explicitly replace the newer configuration with your draft. If it changes again during that review, publishing stops so you can review again. Discard loads the latest configuration without removing the other editor’s draft. Knowledge selects texts from your shared library. Changing the selection here or from the Knowledge page requires publishing the agent. Source text edits remain shared across agents using that source. Files and web pages are available to voice agents only for now.Variables and actions
Variables are optional. Add a label, description and type for each detail you want collected. Mark a detail required if the agent must obtain it before completing. To save it to a contact property, select the property in the variable’s mapping. That explicit mapping allows this agent to update it; protected fields are excluded. Actions on completion set configured properties after the job finishes. These can activate your existing call or follow-up automations. The agent does not choose arbitrary properties to change.Meetings
Books meetings picks a meeting type (or Off), the same setting a voice agent has. It appears once your workspace has meeting types. With a type picked, the assistant can check the host’s free times and book one in the chat, and it can move or cancel the contact’s own next meeting when they ask. It follows the same rules as the voice agent and the contact’s booking page:- It only sees the meeting of the person writing. Whatever they say, it cannot find or change anyone else’s.
- It names the meeting and waits for a clear yes before moving or cancelling it.
- A new time keeps the same host and must be really free, with the meeting type’s notice.
- A contact can make six changes a day, counting their booking page and calls. After that, or if the calendar won’t take a change, it says a colleague will be in touch and every admin gets a notification.
Choosing when it responds
In a WhatsApp template, select an assistant and choose Any reply or Selected buttons. Alternatively, create a Reply automation, select one or more templates, add Button clicked or an exact Reply condition, and choose Start assistant. The agent’s Connected templates and automations section shows these connections and the template content. Both views edit the same connection. Routing changes take effect separately and are not part of an agent version. The receiving WhatsApp number determines where replies are sent; you do not assign a default assistant to each number. An automation set up for the reply takes precedence over a template connection. Two matching starts for the same agent start it once; conflicting agents hand the conversation to your team. A matching closure action runs before an assistant starts. Inbound messages with no matching activation remain in your inbox without waking an AI agent.Off, Suggest and Live
- Off prevents the agent from replying.
- Suggest shows the proposed reply, any completion changes and any meeting change for an administrator to approve or discard.
- Live sends automatically after a short pause to collect consecutive messages.