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Enable the AI Agent

ChatSyncs left navigation with Chatbot Manager selected, the AI tab and AI Agents and Intent Detection sub-tab highlighted, the AI Agent panel with AI Training Campaign selected, Intent Detection and AI Mode, and the AI Assistant Overview sidebar
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Open Chatbot Manager

Select Chatbot Manager.
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Open the AI tab

Select AI, then the AI Agents and Intent Detection sub-tab.
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Turn it on

Turn on the AI Agent toggle. Until training data is attached, the AI Agent has nothing to answer from — the next step connects an AI Training Campaign from the AI Knowledge Base.
Once configured, the AI Assistant Overview card on the right summarizes the setup at a glance — status, Knowledge Sources count, the assigned Training Campaign, when it was last trained, the AI Reasoning Level, and how many intents are enabled — with a Go to AI Assistant shortcut.

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AI Training Campaign

The AI Training Campaign dropdown (top right of the AI Agent card, shown above) picks which set of training data the AI Agent answers from. If none exists yet, click New Campaign next to the field, or go to AI Knowledge Base directly, to create one.
Intent Detection disabled, or a message classified as a General Inquiry, both answer from the selected AI Training Campaign. With Intent Detection enabled, picking a campaign here is optional — it then only answers messages that don’t match any configured intent. See Intent Detection Campaign below.
Training campaigns themselves — naming one, writing its Prompt Message, and adding FAQ/URL/ File/Google Sheet/API content — are covered on the AI Knowledge Base page. Once a campaign has training data, come back here, click Refresh, and select it.

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Intent Detection Campaign

Intent Detection lets the AI Agent recognize what a customer is asking about and trigger a specific action — instead of always answering from one training campaign. Turn on Enable Intent Detection to start attaching intents to this bot.

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Enabled Intents

Enabled Intents table listing a Chatsyncs Flow custom intent with its sample user message, Bot Flow Trigger action, and status toggle, with Add Intent and Manage Order actions
Every intent attached to this bot shows up in the Enabled Intents table, with its sample user message, the action it triggers, and a status toggle to turn it off without deleting it.
  • Add Intent — opens the Create Intent Detection modal to build a new one (see below).
  • Manage Order — controls the order intents are matched in, for messages that could match more than one.
  • View disabled intents — expands the table to show intents you’ve turned off:
Enabled Intents table expanded to show a disabled Support Call intent alongside the enabled Chatsyncs Flow intent
The full list of intent campaigns you’ve ever created is managed from the Intent Detection Campaigns screen, with Create, edit, and delete actions for each:
Intent Detection Campaigns modal listing Support Call and Chatsyncs Flow campaigns with sample phrases and edit/delete actions

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Create an intent

Create Intent Detection modal with Intent Detection Campaign Name, Example Phrases for Intent, and Action Settings toggles

Create Intent Detection — Campaign Details (name, example phrases) and Action Settings (Bot Flow Trigger, Agent Assignment, AI-Driven Responses).

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Name the intent

Give it a clear name, e.g. customer_support_intent, sales_inquiry_intent, appointment_booking_intent.
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List example phrases

Add comma-separated sample messages a customer would actually send for this intent, e.g. I need support, Need help with my account, Contact customer service, I have an issue, Can someone help me. These phrases are what the AI matches against.
3

Choose an action

Enable exactly one of Bot Flow Trigger, Agent Assignment, or AI-Driven Responses — each is detailed below with a real example.

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Bot Flow Trigger

Create Intent Detection modal for Appointment Booking with Bot Flow Trigger enabled and Technician Appointment selected as the bot flow to trigger

An Appointment Booking intent with Bot Flow Trigger enabled, set to trigger the Technician Appointment bot flow.

Starts a specific Keyword Replies flow the moment the intent matches — no AI response is generated. Here, an Appointment Booking intent (matching phrases like book appointment, schedule meeting, talk to expert) triggers the Technician Appointment flow under Select Bot Flow to Trigger. Click New to build a flow on the spot, or Refresh to reload the list.

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Agent Assignment

Create Intent Detection modal for Sales Inquiry with Agent Assignment enabled, Sales Team selected, and an automated message for agent assignment

A Sales Inquiry intent with Agent Assignment enabled, assigned to the Sales Team with an automated message.

Hands the conversation to a human team instead of answering it. Set Assign to a Team or Department (e.g. Sales Team) and an Automated Message for Agent Assignment sent immediately, e.g. “Thank you for your interest. Your inquiry has been forwarded to our Sales Team. One of our representatives will contact you shortly.”

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AI-Driven Responses

Create Intent Detection modal for Property Inquiry with AI-Driven Responses enabled and Real estate selected as the AI training data source

A Property Inquiry intent with AI-Driven Responses enabled, using the Real estate AI training data source.

Answers using a specific AI Training Campaign, separate from whatever’s selected as the default. Here, a Property Inquiry intent (matching phrases like looking for apartment, villa price, schedule site visit) answers from a dedicated Real estate training campaign under Select AI Training Data Source. Click Create to make a new training campaign, Refresh to reload the list. You can create as many Intent Detection campaigns as you need — each runs independently, with its own action, and appears as its own row in Enabled Intents above.

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Choose how broadly the AI responds

AI Agents and Intent Detection panel with AI Mode boxed, showing AI Agent for All Queries and AI as a Fallback Only toggles

AI Mode — AI Agent for All Queries and AI as a Fallback Only — shown next to Enable Intent Detection.

Enabling AI Agent for All Queries turns Intent Detection off. If your AI Training Campaign is thin, every customer message goes to it — make sure it has enough accurate data before switching this on.

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Context & Memory

Context & Memory card with Enable Contextual Memory and a Memory Window of 6 Conversations, alongside Assignment and Misc Settings cards, Business Hours, and Advanced Settings
Enable Contextual Memory lets the AI use a subscriber’s previous conversations to answer more personally — e.g. recalling a name given earlier in the chat. Set the Memory Window — how many previous conversations to include. Without contextual memory: user says “My name is Rahul,” later asks “What is my name?” — the bot says “I don’t know your name.” With it enabled, the bot answers “Your name is Rahul.”
Using more contextual memory means more tokens processed per AI request — better personalization, but higher AI token consumption and cost.
A balanced starting point: Contextual Memory enabled with a Memory Window of 3–6 conversations.

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Assign conversation to a team or department

Assignment card with Assign to Team or Department enabled, a Team/Department field, and an Assignment Message textarea
Enable Assign to Team or Department to route the conversation to a group (e.g. Sales, Support, Billing, Technical) instead of leaving it with the AI. Pick the Team/Department and write an Assignment Message sent the moment it’s handed off, e.g. “Your conversation has been assigned to our team. We will get back to you shortly.”

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Misc settings

Misc Settings card with Do Not Assign Agent in Business Off Hour and Enable Typing on Indicator toggles
  • Do Not Assign Agent in Business Off Hour — outside business hours (see below), a message is left for the bot/AI to handle instead of being auto-assigned to a human agent who isn’t working yet.
  • Enable Typing on Indicator — shows WhatsApp’s “typing…” status while the AI is generating a reply, so the response feels less abrupt than appearing out of nowhere.

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Business Hours

Business Hours card showing Time Zone UTC, Business Hour 09:00 AM to 06:00 PM, Off Days None, and an Edit link
The Business Hours card shows the Time Zone, Business Hour range, and any Off Days currently configured — click Edit to change them. This is what Do Not Assign Agent in Business Off Hour (above) checks against.

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Advanced settings

Advanced Settings card with Delay for AI Reply in seconds and AI Reasoning Level for Responses set to Low
Delay for AI Reply (seconds) adds a deliberate pause before the AI’s reply is sent — 0 means no delay, up to a maximum of 60 seconds. A short delay (a few seconds) can make the conversation feel more natural, especially paired with Enable Typing on Indicator above. AI Reasoning Level controls how much analysis the AI does before answering:

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Save settings

Tips to get better results from AI banner, with Save Settings and Reset to Default buttons
Click Save Settings to apply everything configured above — the AI Agent then answers conversations using the selected training campaign(s), intents, response mode, memory, assignment, and reasoning level. Reset to Default reverts this bot’s AI Agent settings back to their defaults.
Keep training data updated, add clear sample phrases for intents, and use AI as a Fallback Only when your bot flows already cover most common questions.

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Frequently asked

In Chatbot Manager → AI → AI Agents and Intent Detection, enable the AI Agent, then create or select a campaign in AI Knowledge Base with enough FAQs/URL/file/Google Sheet/API data. Save the campaign, refresh the dropdown back in AI Agents and Intent Detection, and select it.
All Queries makes the AI the primary responder for every message, and automatically disables Intent Detection. Fallback Only keeps your Keyword Replies flows and keywords as the first line of response — the AI only answers when nothing else matches.
Yes — enable Contextual Memory and set the Memory Window (e.g. 3–6 conversations). This increases AI token usage, so don’t set it higher than you need.
It matches a customer’s message against example phrases you define for a named intent (e.g. sales_inquiry_intent), then triggers an action — start a specific bot flow, assign the conversation to a live agent, or generate an AI response from a chosen training campaign.
Yes — toggle its Status off in the Enabled Intents table. It moves under View disabled intents and stops matching, without losing its configuration. Toggle it back on any time.

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