Manage AI Members (New Version)

AI Members are virtual agents integrated into your customer service team. They automatically receive and reply to conversations, and hand off smoothly to real agents when needed.

Accessing AI Member Management

1. Go to Settings → Team Management → AI Members.
2. The list of existing AI Members is displayed here.

Creating a New AI Member

1. Click "Add AI Member".
2. Set a name and profile picture.
3. Select the Knowledge Base the AI Member will use.
4. Configure the operating mode:

• Auto-reply: AI automatically responds within the scope of its configured knowledge
• Suggest to agent: AI suggests answers; the agent decides whether to send

5. Connect the AI Member to specific channels (WhatsApp, Instagram, TikTok…).
6. Enable and save the configuration.

Setting Up Handoff Conditions

Configure when the AI Member transfers a conversation to a human agent:

• Customer explicitly requests a human
• Question is outside the AI's knowledge scope
• After a set number of exchanges without resolution
• Based on trigger keywords defined by a manager

Monitoring AI Member Performance

Go to Reports → AI Members to view:

• Number of conversations handled
• Successful resolution rate (without human escalation)
• Average response time
• Satisfaction score (if the review feature is enabled)