Playground and connecting to channels
Playground
AI Agent → Playground is a test chat with the assistant, where you check its answers without exposing it to real customers.
Worth testing before launch:
- the questions customers actually ask — prices, timings, availability;
- off-topic questions, where the assistant should politely decline and hand over;
- phrasings where the customer makes a typo or gives incomplete information;
- questions whose answer only exists in a document, to confirm the assistant finds it.
Playground messages consume AI Agent credits just like replies to customers.
Connecting to channels
- Open AI Agent → Inboxes.
- Tick the inboxes where the assistant should reply.
- Save.
The assistant can also be attached from the inbox settings themselves.
How the assistant and agents work together
The assistant replies first. When a question falls outside its knowledge, or a guardrail is triggered, it sends the handoff message and passes the conversation to an agent.
An agent can step in at any point simply by replying in the conversation.
Launch recommendations
- Start with one channel. The website chat widget or Telegram are the easiest.
- For the first week, read through conversations the AI handled and fix the documents wherever it got things wrong.
- Make sure agents are online during business hours: a handoff is no help if nobody picks it up.
- Watch your credit balance so the assistant does not stop mid-day.