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AI agents

AI bots answer customer questions using what you teach them. They’re under AI Agents in the sidebar:

Page Purpose
Agent Knowledge What the bot knows: your website, documents and FAQs
AI bots The bots themselves: personality, instructions and mode
AI Providers Optional. Use your own OpenAI, Anthropic Claude or Azure key

1. Teach your agent

Section titled “1. Teach your agent”

Go to AI Agents → Agent Knowledge. The process is: Upload → Index → Agent responds.

Use Add to add knowledge in one of these ways:

  • Add via website: Wabot reads your site.
  • Add via sitemap: choose up to 10 pages from your sitemap.
  • Add info manually: a title, a category (Product, About Us, Blogs, Support, FAQs, Contact, Other), the channel and a description. You can attach images, documents, buttons or templates the bot can send.
  • Add via ecomm store: import products from a connected store.
  • Add via workflow.

Each item shows Processing while it’s being indexed, then Indexed, or Failed if something went wrong.

Also open Agent settings to describe your company: the company name, the bot’s name, its role and behaviour, and any other details.

2. Create a bot

Section titled “2. Create a bot”
  1. Go to AI Agents → AI bots and click Create AI Bot.
  2. Enter a name, and choose the channel and a department: Customer Support, Onboarding, Feedback Management, Marketing or Sales.
  3. Under Data Configuration, select the documents the bot may use.
  4. Write the Instructions (system prompt). For example: “You are Acme’s support assistant. Answer only from the provided documents. If you’re unsure, offer to connect the customer with a human.”
  5. Choose a Behaviour: Professional, Friendly, Empathetic or Analytical.
  6. Set a Fallback Message for questions the bot can’t answer.
  7. Choose the Mode:
    • Test: the bot only replies to the test phone numbers you add.
    • Live: the bot replies to everyone.
  8. Optionally turn on Default AI Bot and Enable Bot, then save.

3. Turn it on

Section titled “3. Turn it on”

A bot replies to a conversation when all of these are true:

  1. Bot Response is on for the number, under Settings → Meta Platforms.
  2. The bot is enabled and in Live mode, or the customer is one of its test numbers.
  3. The AI switch is on for that conversation in the inbox.

You can also hand chats to a bot from a workflow with the Assign AI bot action.

Use your own AI provider (optional)

Section titled “Use your own AI provider (optional)”

Go to AI Agents → AI Providers → Add Credential and enter:

  • Provider: OpenAI, Anthropic Claude or Azure
  • Model Name, e.g. gpt-4.1-mini
  • API Key. For Azure, you also need the API version and endpoint.

Mark one credential as the Default Credential. AI usage is shown under Settings → Pricing → Usage.