AI Agent

The AI assistant and Copilot

By Super Admin

• 7 articles

What the AI Agent is

What the AI Agent is The AI Agent is Kulpunai's built-in AI assistant. It answers customers on its own using your documents and FAQs, and hands the conversation to an agent when it cannot help. You will find AI Agent in the sidebar. What it is made of Assistants A configured AI personality: instructions, tone, welcome message and handoff message. You can have several — say, one for sales and one for support. FAQs Question-and-answer pairs. The most precise source of knowledge: when a customer's question matches an FAQ, the assistant answers exactly as you wrote it. Documents Files, links and spreadsheets the assistant learns from: product descriptions, delivery terms, policies. Scenarios Step-by-step instructions for recurring situations, such as processing a return. Tools Let the assistant reach into your systems — check an order status, look a customer up in your CRM. Playground A test chat where you check the assistant's answers without exposing it to real customers. Inboxes The channels the assistant works in. Until an inbox is connected, customers get no AI replies. Settings Instructions, guardrails and response guidelines — the boundaries the assistant works within. Copilot A separate mode for agents: it summarises a thread, drafts a reply, and looks up contact and conversation data. Customers never see Copilot. What you need to run it The AI Agent is available on paid plans. Usage is measured in credits: one AI reply or one voice message transcription costs one credit. Your balance is shown under Settings → Billing. Getting it running 1. Create an assistant — see "Creating an assistant". 2. Upload documents about your product. 3. Check its answers in the Playground. 4. Connect the assistant to an inbox. 5. Keep reviewing the FAQs it suggests from real conversations.

Last updated on August 23, 2026

Creating an assistant

Creating an assistant Quick setup The simplest route is Quick setup under AI Agent → Assistants. The platform asks four questions and writes the assistant's instructions for you: 1. Company or product name. 2. What the company does — for example, "we sell handmade textiles with nationwide delivery". 3. What the assistant should help with — "answer questions about products, prices, delivery and returns". 4. Tone of voice — friendly, professional or concise. Click to generate the instructions, review the result and edit it if needed — this is the assistant's system prompt. Then create the assistant. Main settings Assistant settings live under AI Agent → Settings. Basic information - Name — how the assistant introduces itself; - Description — what it is for; - Product name. System messages - Welcome message — the first message in a conversation; - Handoff message — what the assistant says when passing the conversation to a human; - Resolution message — the text used when a conversation is closed automatically. Instructions The main text that shapes the assistant's behaviour. Describe what it should do, what it must not do, and how to behave in edge cases. Response temperature The lower the value, the more focused and predictable the answers. Support usually calls for a low temperature. Features Toggles that extend what the assistant does: - Generate FAQs from resolved conversations — the assistant proposes new question-and-answer pairs based on real threads; - Store key details as memories — the assistant remembers what matters about a customer between conversations; - Extract contact attributes from conversations — it fills the contact card from the conversation; - Include source citations in replies — the assistant points to the document an answer came from. Guardrails and response guidelines Two limiters are available in the assistant settings: - Guardrails define the topics the assistant must not answer. Anything outside them is handed to an agent. - Response guidelines define structure and style: brief or detailed, formal or friendly. Auto-resolve The assistant can close conversations where the customer stopped replying. Turn on automatic resolution of inactive conversations and pick a period from 15 minutes to 24 hours. Deleting Deleting an assistant removes it from every connected inbox and permanently deletes its data.

Last updated on August 23, 2026

Documents: training the assistant

Documents: training the assistant Documents are the assistant's source of knowledge. The more precise the material, the more precise the answers. Adding a document 1. Open AI Agent → Documents. 2. Click to add a document. 3. Choose the source: a file, a page URL or a spreadsheet. 4. Wait for processing — after that the assistant can use it. What to upload - Product and service descriptions with prices; - Delivery and payment terms; - Return and warranty policies; - Answers to frequent questions; - Operating details: hours, service area, contacts. How to write the material - Use plain sentences. The assistant works better with short unambiguous statements than with legal prose. - Split topics up. One document, one topic — it makes the right passage easier to find. - Be specific. "Delivery within the city takes 1–2 days" beats "delivery is carried out promptly". - Remove anything outdated. An old price list in your documents becomes a wrong answer to a customer. Document limit The number of documents is capped by your plan. Current usage is shown under Settings → Billing. Once you hit the limit, a warning appears and no new documents can be added until you remove old ones or change plan. Verifying After uploading, open AI Agent → Playground and ask the questions your customers actually ask. If an answer is off, tighten the wording in the document or add an FAQ.

Last updated on August 23, 2026

Assistant FAQs

Assistant FAQs FAQs are the most reliable way to control what the AI says. When a customer's question matches one, the assistant answers exactly as you wrote it. When to use an FAQ instead of a document Use an FAQ when the answer has to be word for word: a price, a deadline, an account number, a legal phrasing. Documents provide general context; FAQs pin down facts. Adding one 1. Open AI Agent → FAQs. 2. Add a new entry. 3. Fill in the question and the answer. 4. Save. Phrase the question the way a customer asks it, not the way your team says it internally: "how long does delivery take" rather than "logistics timeframes". Suggested FAQs If the assistant has Generate FAQs from resolved conversations enabled, it reviews closed threads and proposes new entries. They land in a separate list for review. Open the suggestions, read each pair and either approve or reject it. This is the fastest way to grow your knowledge base, because the wording comes from real customer questions. Review suggestions regularly — once a week is usually enough. Recommendations - One question, one answer. Do not bundle several topics into a single entry. - Keep answers short: two to four sentences read better than a paragraph. - Update FAQs when prices and terms change — a stale answer is worse than no answer.

Last updated on August 23, 2026

Scenarios and tools

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.

Last updated on August 23, 2026

Playground and connecting to channels

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 1. Open AI Agent → Inboxes. 2. Tick the inboxes where the assistant should reply. 3. 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.

Last updated on August 23, 2026

Copilot: the agent assistant

Copilot: the agent assistant Copilot is the AI mode built for agents. It works inside a conversation and helps you get to grips with it faster. Customers never see it. What it does Summarise the conversation Sets out what the customer wants, what has been done and what is left. Handy when handing a conversation over or after a long thread. Suggest a reply Drafts an answer to the customer's last question. You can drop the draft into the message box and edit it before sending. Rate the conversation Scores the thread out of five and explains what could have gone better. Look things up Answers questions about your data: high-priority conversations, a list of recent contacts and similar. Opening it Open a conversation and switch to the Copilot panel on the right. If you have several assistants, pick the one you want. Credit usage Every Copilot request costs one AI Agent credit, the same as a reply to a customer. Recommendations - Always reread a suggested reply before sending: Copilot does not know about agreements that are not in the thread or the documents. - The summary is especially useful when handing conversations between shifts. - If Copilot keeps getting facts wrong, the documents are usually the cause — tighten them.

Last updated on August 23, 2026