AI Agent
Enchant AI Agent is an autonomous support agent that can handle customer conversations and resolve tickets on its own. When a customer starts a live chat, AI Agent can step in, understand the question, and respond using your knowledge base and AI sources to provide accurate, brand-aligned answers.
If AI Agent encounters a question it can't confidently resolve, it automatically hands the conversation off to a human agent. Your customers are never left without support.
AI Agent is currently in beta with the following limitations:
Live chat only: I Agent is currently available for live chat conversations. Email and other channels are not yet supported.
100 chats per month: During beta, AI Agent can handle up to 100 customer chats per month.
During beta, AI Agent is available at no extra cost as part of the Enchant AI add-on.
AI Agent uses your configured AI Sources to answers your customer questions.
The conversations data source is not used by AI Agent.
AI Agent responds when it is assigned to a ticket.
It can currently be assigned to a live chat in two ways:
Manually: Assign AI Agent directly to a live chat conversation the same way you would assign any other team member.
Automatically: In your Messenger settings, configure "Auto Assign AI Agent" to Always.
If AI Agent resolves the customer issue, the ticket will be closed at the end of the conversation.
If the customer would like to talk to a human and someone is online, AI Agent will transfer the live chat If no one is online, AI Agent will take a message from the customer.