Scenarios and tools

Scenarios

A scenario is a step-by-step instruction for a recurring situation. You need one when stating a fact is not enough and the customer has to be walked through steps while you collect information.

Examples:

• Processing a return — ask for the order number, the reason and the item's condition, then explain the procedure and timing;
• Booking an appointment — ask for the service, a convenient date and a contact number;
• Quoting delivery — ask for the city, weight and dimensions.

Scenarios are configured under AI Agent → Scenarios.

Write the steps the way you would explain them to a new hire: what to ask, in what order, and what to do with the answer.

Tools

Tools let the assistant reach external systems mid-conversation — checking an order status in your database, or finding a customer in your CRM.

They are configured under AI Agent → Tools. You will need your service's address and a description of what data it accepts and returns, which usually means involving a developer.

Working with Bitrix24

If the Bitrix24 integration is connected, the assistant can fill deal and contact fields from the conversation. Which fields it may update is configured in the integration settings — see "Bitrix24 integration".

Availability

Scenarios and tools are not available on every plan. If the section is missing, check your current plan under Settings → Billing.