How does AI customer support work in Agent Studio?#
Conversation AI reads the thread and your business info, writes a reply in your tone, and either suggests it or sends it. It works across every inbox channel you connect in Conversations: SMS, web chat, Facebook Messenger, Instagram and WhatsApp. Email gets suggested drafts.
| Mode | What happens | Use it when |
|---|---|---|
| Off (draft on request only) | The AI reply button drafts on demand in any thread | Your team answers and wants a head start |
| Suggest a reply for each message | Every customer message gets a suggested reply to review and send | You want speed with a person approving every word |
| Reply automatically | Texts, chat and DMs are answered automatically, labeled AI in the thread | After hours, busy seasons, high-volume channels |
Any single conversation can override its channel's mode, so a sensitive customer stays on suggest while the rest of the channel runs on auto.
How do I set up AI customer support?#
Put Conversation AI to work
Step 1: Connect your channels
Under Add a channel, connect SMS, web chat, Messenger, Instagram or WhatsApp.Open Channels and AIStep 2: Write your business info
In the Conversation AI panel, list services, hours, prices, policies and links. Set the tone, such as "Friendly, brief and professional."Edit Conversation AIStep 3: Pick a mode per channel
Start on Suggest a reply for each message, read a day of drafts, then switch high-volume channels to Reply automatically.Set the modeStep 4: Set the daily cap
Choose how many automatic replies one contact gets per day, from 1 to 20 (3 by default).Set the capStep 5: Set your response-time goal
Under Open hours and response time, set your hours and the minutes a customer should wait at most.Set hours
What does the AI Support Agent template add?#
The AI Support Agent resolves customer questions over SMS and chat from your written policies. It promises nothing outside them. An angry, safety or legal message, or one your policies do not settle, comes back as a handoff packet: a summary, what the customer wants, what was tried, and who should own it. Your team picks it up with zero back-reading.
How do I know customers are not left waiting?#
Agent Studio times the first reply on every conversation. A message nobody answers within your response time (60 minutes by default) counts as a missed first response in Reporting and can start a workflow to alert the team. Replies from Conversation AI count, so auto mode keeps your numbers green.
Every AI reply lands in Conversations next to your team's, and buyers who are ready to purchase move to AI sales follow-up.