User Guide · AI Agents

AI Agents overview

AI agents answer your customers on every connected channel, around the clock, using your instructions, your knowledge and your store data.

An AI agent is a virtual teammate that replies to customers inside your Inbox. You describe your business, tell it how to behave, give it knowledge to answer from, and switch on the actions it is allowed to take, such as tagging a chat, saving a customer's details or handing the conversation to a human. You can run several agents side by side and choose which one picks up new conversations.

How an AI agent works

Every incoming message goes through the same path. The agent reads the conversation, looks up what it needs, then replies or acts.

The AI Agents page

Open AI Agents from the main sidebar (the robot face icon). The page lists every agent in your workspace as a card and lets you choose the default agent.

inboxi.app/ai-agents

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Agent cards

• Click a card (or Edit Configuration) to open the agent in the agent editor.
• Toggle an agent on or off. The change is saved immediately; if it fails, the switch flips back.
• Duplicate creates a copy named <name> (Copy). The copy starts Inactive so you can adjust it before it goes live.
• Delete removes the agent permanently after you confirm. This cannot be undone.
• Nine agents are shown per page; use the pagination controls when you have more.

Default AI agent and routing

The Default AI Agent card decides who answers when a new conversation starts. All new conversations are routed to this agent unless one of your workflows routes them elsewhere.

1. 1
   Activate at least one agent

   Only active agents appear in the list. If none are active you will see “No active agents found”.
2. 2
   Open Current Assignment

   Click the selector on the right of the Default AI Agent card.
3. 3
   Pick an agent and save

   Choose from Available Agents and click Save Changes.

Knowledge base

Each agent has its own knowledge (files, websites, FAQs and example conversations) inside the editor's Knowledge Base tab. There is also a workspace-wide article library under Settings › Knowledge Base that the Copilot uses. See Knowledge base for the difference.

Where to go next