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AI Agent is ChatSyncs’s AI-powered responder inside Bot Manager. Instead of (or alongside) a keyword-triggered Bot Reply flow, AI Agent reads training data you provide — FAQs, a website URL, an uploaded file, a Google Sheet, or an API — and uses it to generate answers to customer messages on its own.

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Enable the AI Agent

1

Open Bot Manager

In Bot Manager, click AI Agent in the bot list to open its settings.
2

Turn it on

Click the Enable toggle. Until training data is attached, the AI Agent has nothing to answer from — the next step connects an AI Training Campaign.
Bot Manager list showing Bot Reply and AI Agent, with the AI Agent Enabled toggle highlighted

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AI Training Campaign

The AI Training Campaign dropdown picks which set of training data the AI Agent answers from. If none exists yet, click New next to the field to create one.
AI Agent settings panel with AI Training Campaign dropdown showing a Real estate campaign selected
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.

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Create a campaign

1

Click New

Next to the AI Training Campaign field, click New. You’re redirected to Settings & Integration, with the AI Training Campaign tab already open.
2

Click Create

Start a new campaign from this tab.
3

Name it and write a prompt

Enter a Campaign Name (e.g. Customer Support, Real Estate Assistant, Sales Support) and a Prompt Message that guides the AI’s role and tone, e.g. “You are our support agent. Always respond as a representative of our company…”
4

Save

Click Save to create the campaign.
Settings and Integration sidebar with AI Training Campaign tab and New button highlighted
Create A Training Campaign modal with Campaign Name and Prompt Message fields highlighted

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Add training data

A new campaign starts empty — the list flags it with “No training data found. Please add data.” until you add at least one source:
  • FAQs — manually add question/answer pairs.
  • URL — import content from a website.
  • File — upload a document and generate training data automatically.
  • Google Sheet — disables the other three sources while selected.
  • API — disables the other three sources while selected.
AI Training Campaign list showing a No training data found warning next to a campaign row
Once training data is saved, go back to Bot Manager → AI Agent, click Refresh next to the AI Training Campaign dropdown, and select the campaign.

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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.
1

Name the intent

Give it a clear name, e.g. customer_support_intent, sales_inquiry_intent, appointment_booking_intent.
2

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 one of: Bot Flow Trigger (start a specific bot flow, e.g. a Pricing flow for a pricing intent), Agent Assignment (hand the conversation to a live agent), or AI-Driven Responses (answer using a selected AI Training Campaign).
4

Pick the training data source

If you chose AI-Driven Responses, select the AI Training Campaign for this intent — or click Create to make a new one, Refresh to reload the list.
Create Intent Detection modal with Intent Detection Campaign Name, Example Phrases for Intent, and Action Settings toggles
AI Agent panel showing Enable Intent Detection toggled on with List, New, and Refresh actions for the Intent Detection Campaign

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Choose how broadly the AI responds

AI Agent panel with AI Agent for All Queries and AI as a Fallback Only toggles highlighted
ModeBehaviorUse when
AI Agent for All QueriesThe AI answers every incoming message, ignoring any keyword-triggered Bot Reply flows. Enabling this automatically disables Intent Detection.You want AI-first support, open-ended conversations, or a general-purpose assistant.
AI as a Fallback OnlyThe bot checks configured flows, keywords, and replies first; the AI only answers if nothing matches.You want structured Bot Reply flows to stay primary, with AI only catching unexpected questions.
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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Contextual memory

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 how many previous conversations to include:
ValueBehavior
0Only the current conversation.
1Plus the most recent previous conversation.
5Plus the last 5 conversations.
10Plus the last 10 conversations.
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.” The same panel has Do Not Assign Agent in Business Off Hour — when enabled, a message outside business hours (e.g. 9 AM–6 PM) is left for the bot/AI to handle instead of being auto-assigned to a human agent who isn’t working yet.
AI Agent panel showing Enable Contextual Memory, a previous conversations count field, and Do Not Assign Agent in Business Off Hour
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 3–5 previous conversations, and Do Not Assign Agent in Business Off Hour enabled.

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Restricted topics

Restricted Topics are keywords the AI should never answer about directly — e.g. pricing, discount, negotiation, competitor, custom quote, contract. If a customer’s message contains one of these keywords, the AI sends the Response for Restricted Keywords message instead of generating a normal reply. Example: with restricted topics pricing, discount, competitor, a message like “Can you give me a discount on your AI automation package?” matches discount — the AI replies with the restricted-keyword response instead of discussing price.
AI Agent panel with Restricted Topics tags and Response for Restricted Keywords text field highlighted
Restrict anything that needs human sign-off — pricing, discounts, custom quotes — and write a response that redirects to your sales team, e.g. “For pricing, discounts, enterprise plans, or custom quotations, please contact our sales team. Our team will be happy to assist you.”

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Assign conversation to a team or department

Enable Assign Conversation to Team or Department to route a conversation to a group (e.g. Sales, Support, Billing, Technical) instead of leaving it with the AI — useful for faster, better-organized handling once the AI Agent (or an Intent Detection action) flags it.
AI Agent panel with Enable Assign Conversation to Team or Department toggle and Assign to a Team or Department dropdown highlighted

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AI reasoning level

AI Reasoning Level controls how much analysis the AI does before answering:
LevelTrade-offGood for
LowFastest, basic reasoningSimple FAQs, quick replies
MediumBalanced speed and accuracyMost business use cases
HighMost detailed and accurate, slower, more tokensComplex queries, sales consultation
Use caseRecommended level
FAQ BotLow
Customer SupportMedium
AI AssistantHigh
Sales ConsultationHigh
AI Agent panel with AI Reasoning Level for Responses dropdown set to Medium and Save Settings button highlighted
Once everything is configured, click Save Settings — the AI Agent then answers conversations using the selected training campaign(s), response mode, memory, restrictions, and reasoning level.

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Frequently asked

In Bot Manager, open AI Agent, enable it, then create or select an AI Training Campaign with enough FAQs/URL/file/Google Sheet/API data. Save the campaign, refresh the dropdown back in AI Agent settings, and select it.
All Queries makes the AI the primary responder for every message, and automatically disables Intent Detection. Fallback Only keeps your Bot Reply flows and keywords as the first line of response — the AI only answers when nothing else matches.
Add pricing, discount, and similar terms under Restricted Topics, then write a Response for Restricted Keywords that redirects the customer to your sales team. Any message containing a restricted keyword gets that response instead of a normal AI answer.
Yes — enable Contextual Memory and set how many previous conversations to include (e.g. 3–5). 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.