AI agent

The AI agent is the assistant that replies to your customers on WhatsApp (and on Instagram, if you’ve connected it). It’s like having an agent available 24 hours a day, who understands the purchase context and talks naturally.

You’ll find your agents in the side menu, under GROW SALES, in AI Agent.

What it does

• Reads the customer’s message.
• Knows the cart context (items, amounts, history).
• Replies naturally, answers questions about products, and encourages them to complete the purchase.
• When your store’s catalog is synced, it checks up-to-date price and availability and offers exactly the variant (colour, size) the customer asked for.
• On WhatsApp, it can send real product photos from the catalog, with the name, price, and link, when the customer asks to see them.
• When the customer asks to stop receiving messages, it records this on its own and the customer no longer receives automated messages.

Note

The agent is reactive: it only replies when the customer sends a message. It doesn’t start conversations on its own — the first contacts come from cart recovery and from follow-ups.

Before replying, the agent waits a few moments. That way, when the customer sends several messages in a row, it reads them all and answers at once, without losing the context of what has already been discussed.

When it hands off to a human

When human handoff is enabled, the agent recognizes when it should pass the conversation to a person, for example:

• The customer is confused or upset.
• The question is too complex.
• The customer asks to talk to a human.

In these cases, it pauses and notifies your team to take over. If you distribute transfers by topic, the agent identifies the topic from the context and routes the conversation to whoever handles it. As soon as a human takes over the conversation, the agent stays silent in that interaction.

With handoff disabled, the agent keeps replying in every situation.

What you can configure

• Personality and tone: you can customize the agent’s instructions to define the way it speaks and the rules it should follow.
• Disable for a conversation: by assigning a conversation to a human agent, the agent stops replying there.
• Re-enable: by handing the conversation back to the AI (or resolving it), the agent goes back to replying on the customer’s next message.

Advanced agent customization is available on more complete plans — see plans and billing.

How you configure your agent

Click Create Agent (or Edit, on an existing agent’s card). You don’t fill in one giant text box. Setup happens through a guided form, split into sections, so you can build the agent piece by piece:

• Agent Identity: who the agent is — the context, its role, and its personality and tone of voice.
• Behavior: how it acts — how persistent it is about closing the sale, what its goals are, and the limits of what it can and can’t do.
• Communication: how it writes — the style of the messages, the length of replies, and details of the way it talks.
• About the Store: your business info — company details, products, product policies, discount coupons, and frequently asked questions.

Each section shows how many fields are already filled in (for example, 2/3), so you can see what’s still missing. Fields come with tips and examples to help you fill them in.

Tip

Use the Product Policies field for permanent rules — for example, warranty terms, versions, or licences. Prices, links, and stock live in the synced catalog, which the agent checks on its own.

Tip

Start with Agent Identity and work down section by section. You don’t need to finish everything at once — you can save and come back later.

Store variables

Store Variables are pieces of information you save once and the agent uses on its own in replies, whenever they make sense. For example:

• Payment methods.
• Delivery time.
• Exchange and return policy.
• Business hours.
• Contact channels.

You can use the suggested variables or create your own. That way, when the customer asks “do you offer instalments?” or “how long does delivery take?”, the agent already answers with the right information, without you having to repeat it in the instructions.

Multiple agents and inboxes

You can create several agents and have more than one active — for example, one agent per WhatsApp number. Each inbox (a WhatsApp number or an Instagram account) is served by one agent at a time.

On each agent’s card, the Serves section shows the inboxes it answers in. Click Manage inboxes to choose:

• Checking an inbox makes this agent automatically respond to its new contacts. If the inbox was with another agent, it moves to this one.
• For an inbox to be handled only by your team, uncheck it from the agent — it then shows as No AI (human-only). You can also choose this option in the inbox’s AI Agent selector, under Integrations.

Use Activate and Deactivate on the card to turn an agent on or off. A few rules:

• An agent that serves an inbox can’t be deactivated until you choose another agent or No AI (human-only) for that inbox.
• You can’t delete an active agent — deactivate it first.

The agent card

Each agent appears as a card on the AI Agent page, with:

• What [agent name] knows — a summary of what’s already configured (Products, Shipping & policies, FAQ, Custom instructions), with shortcuts to add what’s missing.
• Serves — the agent’s inboxes.
• Last 30 days — Attendances, how much it Resolved alone, how much it Handed to the team, and Satisfied customers. These numbers are available on the Growth plan; the full details are in attendance metrics.
• Test — opens the Test your agent panel, where you send a question and see how it replies. The number of tests per day is limited.
• Improvements — takes you to agent improvements.

Start from your store’s website

When you create a new agent, use Generate from shop URL: paste your store’s address and click Generate prompts to let Infynia build an initial configuration from your site. Then just review and adjust everything before saving.

Note

This website-based generation is limited to a few uses per day.

On e-commerce stores, a new agent starts with every catalog product allowed for recommendation. Review the Catalog before activating it if you want to hide any product from this agent.

Tutorials and templates

Inside the setup there’s a Tutorial & Resources panel, with a video on how to configure the agent and ready-made templates to help you start faster. Use a template as a starting point and customize it from there.

See the agent templates: ready-made text for each setup field, in three communication styles.

Keep improving your agent

• Based on real conversations, Infynia can suggest adjustments to your agent’s setup. See agent improvements.
• To follow the agent in action, jump into a conversation, and try it out in a test environment, use the Inbox.