How the AI Agent works
When a customer sends a message, the AI Agent reads the conversation, checks your Knowledge Base for relevant information, and decides how to respond or act. Depending on how you configure it, the agent can send a reply, update a contact record, assign the conversation, or perform a sequence of actions before responding — all within a single conversation turn.24/7 availability
Responds instantly at any hour, including weekends and holidays, without agent coverage.
Sub-2s response time
Customers receive a reply in under two seconds, reducing wait time and drop-off.
No code required
Configure the agent entirely from the Waply dashboard — no engineering resources needed.
Human handoff
Define exactly when the agent escalates to a live agent and what context it passes along.
AI auto-replies vs. agentic behavior
Waply gives you two modes of AI operation. Understanding the difference helps you choose the right configuration for each use case.- AI auto-replies
- Agentic behavior
In auto-reply mode, the AI responds to a customer’s message with a single answer drawn from your Knowledge Base. It does not take any additional actions — it only sends a reply. This mode is best for answering FAQs, providing business hours, or returning product information.When to use it: High-volume, low-complexity questions where the correct answer is factual and well-defined.
Enable the AI Agent
Choose a mode
Select Auto-reply for single-response behavior or Agentic for multi-step action execution.
Set the agent's persona
Give the agent a name and write a brief system prompt describing its role, tone, and boundaries. For example: “You are Maya, a friendly support agent for Acme Store. Answer questions about orders, returns, and products. Do not discuss competitor pricing.”
Connect a Knowledge Base
Add the sources the agent will use to answer questions. See Connect a Knowledge Base below.
Configure actions
Choose which actions the agent is permitted to take. See Configurable actions below.
Connect a Knowledge Base
The Knowledge Base is what the AI Agent draws on when forming answers. You can add multiple sources and mix types.Add a URL
Add a URL
Enter any publicly accessible URL — your help center, product page, or FAQ — and Waply will crawl and index the content. The agent re-indexes linked URLs automatically on a regular schedule to stay current.
Upload a document
Upload a document
Upload PDF, DOCX, or TXT files such as product manuals, return policies, or internal SOPs. Waply extracts the text and makes it searchable by the agent.
Write text directly
Write text directly
Paste or type content directly into the Knowledge Base editor. Use this for short snippets like office hours, pricing tables, or escalation scripts that aren’t published elsewhere.
Configurable actions
In agentic mode, you grant the AI Agent permission to take specific actions. Grant only the actions relevant to your workflow — you can adjust these at any time.| Action | Description |
|---|---|
| Close conversation | Mark the conversation as resolved after the issue is handled. |
| Assign to agent | Route the conversation to a specific agent by name or role. |
| Assign to team | Route to a team queue based on topic, language, or custom logic. |
| Update lifecycle stage | Move a contact through stages (e.g., Lead → Qualified → Customer). |
| Update contact fields | Write values to standard or custom contact fields (e.g., set Plan to Growth). |
| Update tags | Add or remove tags on the contact based on conversation content. |
| Add comment/note | Post an internal note to the conversation for team context. |
| Manage orders | Look up, confirm, or update order status (requires e-commerce integration). |
| Handle calls | Trigger or log phone call actions (Pro plan only). |
Set up human handoff
Handoff defines the conditions under which the AI Agent stops responding and transfers the conversation to a live agent.Define handoff triggers
Specify the conditions that trigger a handoff. Common triggers include:
- The customer explicitly requests a human (“talk to a person”, “speak to agent”)
- The AI confidence score falls below a threshold
- The conversation topic matches a restricted category (e.g., legal complaints, refunds above a set amount)
- A specific keyword or phrase appears in the customer’s message
Choose the handoff target
Select which agent or team receives the conversation when a handoff is triggered. You can route to a specific agent, a team queue, or use round-robin assignment across available agents.
Write a handoff message
Configure the message the AI sends to the customer when it transfers the conversation — for example: “I’m connecting you with a member of our team now. They’ll be with you shortly.”
AI credits and plan limits
AI Agent usage is metered in credits. Each AI-generated reply consumes one credit.| Plan | Monthly credits | Cost |
|---|---|---|
| Starter | 500 credits | Included at $25/mo |
| Growth | 2,000 credits | Included at $100/mo |
| Enterprise | Unlimited | Included |
Credits reset at the start of each billing cycle. If you exceed your credit limit, the AI Agent pauses and conversations fall through to your team inbox. You can purchase additional credits or upgrade your plan at any time from Settings → Billing.