Deploying multiple AI Agents across support channels
The instructions below are for desktops and laptops only.
tawk.to's AI Assist lets you add multiple AI Agents to handle customer inquiries across different channels.
Available with paid plans only, you can add:
Up to 3 AI Agents with Growth
Up to 5 AI Agents with Business
Up to 10 AI Agents with Enterprise
Things to note when adding multiple AI agents:
You can assign an AI agent to a specific channel, or all channels on your property. If you assign an agent to a particular channel, other agents can’t be assigned to the same channel.
For example, if an AI agent is assigned to live chats, other AI agents can’t assigned to live chats.
Similarly, if you assign an AI agent to all channels on your property, other AI agents can’t be assigned to channels on that property.- Your AI agents share the same API integrations and data sources on your dashboard, enabling them to respond accurately and consistently across different channels. Text is the only data source that isn’t shared, as this is unique to each AI agent.
Add an AI agent
2. Click Automation on the left navigation bar.
3. Click Agents in the left submenu.
4. Click Add Agent or + Add in the upper right corner.
5. Answer the setup wizard’s questions to complete building your AI agent.
6. Once the agent is created, it’ll appear on the Agents page. You can enable/disable AI agents using the individual toggle switches.
Configure AI agents
1. Click Agents in the left submenu.
2. Select your AI agent.
3. On the Instructions page, you can edit the base prompt. This tells the AI agent how to communicate and behave.
Your base prompt can include instructions on:
- What to say and not to say
- What tone of voice to use
- What information to include in your responses
Click Save after making your changes. You can always return to the default prompt by clicking Use default.
Learn more about the Base Prompt with these guides:
Getting started with the Base Prompt
Modifying the Base Prompt
Using Base Prompt to restrict AI Assist's responses
Using Base Prompt instructions for escalation
4. On the Persona page, you can edit
- The Alias and Position Title- Your business description under Short Description
Click Save after making your changes.
5. The Knowledge page contains your AI agent’s data source. You can add FAQs, documentation, Knowledge Base articles, or product pages to guide how the AI agent responds.
Your AI agent relies on your data to deliver accurate, trustworthy answers. High-quality, up-to-date information leads to better results.
Learn more here: Understanding AI Assist’s Data Sources
6. On the Schedule page, you can choose when the AI agent should answer your customers (paid plans only).
7. Under Tools, you can connect your AI agent to a variety of platforms, expanding its ability to fetch data and perform actions for your customers. Click + Add. Select the integrations you want to add, or add a custom integration.
Learn more here:
How to set up a custom API integration with AI Assist
How to integrate Apollo AI with WooCommerce
8. Under Channels, select the support channels you want the AI agent to handle. If you have multiple AI agents, you can assign each one to a different channel. For example, one AI agent can handle live chat only, while another handles tickets or a different channel.
9. On the Settings page, under Behaviour, you can
- Delay live chat answering — add a brief delay before sending replies to create a more human feel.
- Enable answer revision — allow the AI agent to improve or refine answers based on conversation context.- Enable multilingual support — respond to customers in multiple languages.
Under Escalation (paid plans only), you can define the shortcuts the AI agent should use when visitors ask to speak to human agents or when the answer can’t be found in the data source.
Learn more here:
Training AI Assist to transfer conversations to human agents
Under AI Features, you can enable Smart Reply, AI Commands, and AI Transcription.
Learn more here:
Using Smart Reply
Using AI Commands
Understanding AI Transcription in tawk.to
To delete the AI agent, click Delete under Delete agent.
Data sources and integrations
Your AI agents share data sources and API integrations, ensuring accurate and consistent responses across channels. Only Text is unique to each AI agent.
You can select individual data sources and API integrations for each AI agent. For example, you can enable individual documents for each agent.
You can also enable individual API integrations for each agent.
Customers reaching out on Facebook?
Connect Facebook Messenger to tawk.to and easily handle all customer conversations in your centralized inbox. With AI Assist, you can deploy AI agents to help answer your customers’ questions when you’re busy or unavailable. See these guides to learn more:
Connecting Facebook Messenger to tawk.to
Stay connected with customers by SMS
Integrate Twilio SMS with tawk.to and manage every text message in your centralized inbox. With AI Assist, your AI agents can reply instantly when you’re busy or offline. See these guides to learn more:
Connecting Twilio SMS to your tawk.to Inbox
Connecting multiple Twilio SMS accounts and inboxes
Updating Twilio SMS inbox settings
Related guides
Using Base Prompt to restrict AI Assist's responses
Using Base Prompt instructions for escalation
Using Smart Reply
Using AI Commands
Understanding AI Assist’s Data Sources
How to top up AI Assist message credits
How to fix incorrect responses delivered by AI Assist
How to whitelist tawk.to's AI Assist crawler bot
Using Suggested Message and AI Assist to create scripted chat sequences
How to get AI Assist to create leads via Google Forms
How to get AI Assist to query a Google Sheet
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