AI agent is a fully autonomous support assistant that works right away with no complex setup needed.
It can resolve issues, answer common questions, reduce spam, and extract answers from your documentation, all while utilizing full customer context, including open tickets.
With just a few simple tweaks, you can customize your AI agent to fit your workflows and quickly deliver smart, automated support.
Customizing your AI agent
You can access your AI agent settings directly from the Automations section, where you can customize its name, avatar, and tone of voice, and control the length of its responses.
Each license includes one AI agent, making setup simple and ensuring focused, controlled use across your organization.
Who can manage the AI agent?
Only Owner and Admins have permission to:
Edit AI agent settings
Turn the AI agent on or off
You can turn your AI agent on (Accept chats) or off (Offline) anytime.
Tone of voice
Select a voice that accurately reflects your company's personality and aligns with users' expectations. Your AI agent can speak in a tone that fits your team:
Professional: Formal and respectful — great for business settings.
Concise (direct): Straight to the point, with no fluff.
Polite (neutral): Calm, clear, and fact-based.
Friendly: Approachable, supportive, and positive.
Casual (humorous): Light-hearted and fun, while still being informative.
Answer length
You can also set how detailed you want responses to be:
Short: Quick answers (1–2 sentences).
Standard: Clear and complete, with enough context.
Long: In-depth, step-by-step responses with background info.
Custom instructions prompt
Custom instructions enable you to define how your AI agent behaves, its role, and how it should interact with customers. In this prompt, you can clearly describe the AI agent's purpose, outline key responsibilities, and set expectations for tone, professionalism, and privacy, ensuring the AI responds consistently and aligns with your business goals.
You can also provide specific language or vocabulary your business or customers use (such as industry terms or slang), and set clear constraints on how information is delivered, for example, by explicitly prohibiting the AI agent from giving legal or investment advice. The custom instructions prompt supports up to 10,000 characters, giving you plenty of space to fine-tune the AI agent's behavior.
The AI agent possesses additional capabilities that enable it to deliver even more relevant and personalized support.
Context awareness means the AI agent knows which organization it's working for and has basic info about the visitor, so it can tailor responses more effectively.
Language
The Language setting lets you control which languages your AI agent can use when responding. You can configure the AI agent to reply only in selected languages, helping keep responses consistent and predictable.
You can choose All languages from the dropdown list, limit the AI agent to one language (for example, English), or select multiple specific languages based on your needs.
Knowledge sources
The AI agent can access information from various sources to provide accurate and relevant answers.
You can select existing sources or add new ones as needed, giving you the flexibility to tailor the AI agent's knowledge to your specific support content. You can use website sources, files, or both.
Websites
Follow the steps below to add your website as a knowledge source. This will enable your AI agent to reference external content when responding to visitors or assisting the internal team.
Step 1: Enter website URL
In the Add new website window, paste the URL of the website (1) you want the AI agent to use when responding to visitors.
You can choose to include (2) the Full website (including all subpages) or a Single page.
Step 2: Enable knowledge source
Select the features (3) where this knowledge source should be used:
AI agent: Enables automatic replies based on this content.
Reply suggestions: Suggests replies to agents during live chats.
Copilot: Assists your team with relevant knowledge.
Ensure that all relevant options are selected.
Step 3: Configure auto-update
Enable Auto-update (4) to keep the knowledge source fresh, and set your preferred update interval (for example, every 30 days).
Step 4: Finalize
Click Agree and add (5) to complete the setup.
Files
Follow the steps below to upload a file as a knowledge source. The AI agent can use its content for customer support and internal assistance.
Step 1: Upload a file
Click Select a file or drag and drop a document into the upload area.
Supported file formats include PDF (up to 200 pages), DOCX, PPTX, TXT, CSV, TSV, and MD. Maximum file size: 50 MB.
Step 2: Enable for use
Choose where this knowledge should be applied: AI agent, Reply suggestions, and Copilot.
Ensure that the appropriate boxes are checked according to your needs.
Step 3: Finalize
Click Add new file to upload your file.
Articles
The Articles section is ideal for topics that require more in-depth answers. Adding content here allows you to quickly create, update, and improve the knowledge your AI agent relies on. Articles are intelligently paraphrased to match the user's context, so responses sound natural and relevant. With in-app editing and real-time updates, Articles reduce maintenance effort while helping your AI agent deliver accurate, reliable, and high-quality answers.
Skills
The AI agent comes with flexible skills you can turn on or off to better support customers and match your team's needs.
Send welcome message
With this skill active, the AI agent can deliver a personalized welcome message at the start of a chat. The message can be:
Context-based and AI-generated, tailored using your company details and visitor information, or
Custom and predefined, using a manually set message format.
This feature helps set the tone for the interaction and enhances user engagement right from the beginning.
Handle tickets
This skill allows the AI agent to interact with the ticketing system. When active, the AI agent can:
Create a new ticket if it cannot provide an answer/transfer the chat to a human agent, or
Update the existing ticket created in this chat with relevant details, including status, content, and visitor information.
You can add a prefix to ticket subjects, such as [AI], to easily tell apart tickets created by the AI agent from those created by humans. Just check the Add prefix option and enter your preferred prefix.
Collect customer details
The skill enables the AI agent to collect customer information, such as name and email, during the chat, allowing the customer to naturally exchange details with the agent. When the customer leaves their details in the chat, it will automatically update the data in the right-side panel. Providing this information is optional for customers.
Transfer to human
This skill allows the AI agent to smoothly hand off conversations to a human agent. When active, it can automatically assign chats to the first available teammate when needed.
Transfers occur when specific conditions are met, for example, if the AI agent can't provide an answer or the user requests to speak with a human expert.
If no teammate is available within 30 seconds, the AI agent can step in and create a support ticket. Just check the Create a ticket option to ensure the user still gets the help they need.
This ensures that users always receive the help they need, whether from the AI agent or a human expert.
Discount code
The Discount code skill enables your AI agent to automatically share a predefined discount code and its description whenever a customer requests a discount coupon, ensuring consistent and instant responses without requiring human agent involvement.
Preview widget
The testing feature lets you preview how the AI agent would respond in real conversations.
While skills like ticket creation or transfers aren't active in preview mode, the widget clearly shows when a skill would be triggered if the chat were live.
This helps your team review and fine-tune the AI agent's behavior before enabling it for real users.
Performance
The Performance section gives you an overview of your AI agent's effectiveness.
Here, you can track key metrics, including:
AI resolution
AI resolution rate
Number of chats handled by the AI agent
AI agent CSAT score
Number of transferred chats
These insights help you understand how well the AI agent is performing and where improvements may be needed.
The AI resolution metric shows the total number of chats resolved by the AI agent without human assistance. A conversation is counted as an AI resolution if the AI agent provides an answer that directly solves at least one of the customer's questions.
For a more detailed breakdown of the metrics, refer to the Reports overview.
AI agent chat statuses
The AI agent section in your Inbox allows you to track its current chat activity, as well as view resolved chats.
Active chats
The Active chats view shows all conversations your AI agent is currently handling. This provides visibility into ongoing interactions, enables you to monitor real-time activity, and allows you to jump in and take over the conversation when needed.
Solved
The Solved view lists conversations that the AI agent has already completed and that were marked as successfully resolved. You can review these chats to track outcomes, spot trends, and see how successful your AI agent was in handling the chat.
If your account is connected to Shopify, you'll see an additional section called Sold.
It shows closed AI agent chats where at least one order was placed during the conversation. See our article on the Sold section to learn how it helps your team track chats that lead to sales.
AI agent resolutions and automatic refill
AI agent resolution defines when an AI agent successfully solves a customer issue, and it's the core metric that determines usage, limits, and pricing across our subscription plans.
AI agent resolution: definition and pricing
A conversation counts as an AI resolution when the AI agent provides an answer that directly solves at least one customer question.
Each plan includes a predefined number of AI agent resolutions per month:
Essential → 10 resolutions
Growth → 500 resolutions
Enterprise → 2000 resolutions
Once your plan limit is exceeded, the system automatically adds 50 more resolutions for $49.50 (each AI agent resolution costs $0.99). Please see the Automatic refill section below for more details.
It's not counted when:
No issue is solved
The answer is irrelevant, incomplete, or escalated to a human agent
The chat is a test, spam, or not a real support case (e.g., greetings, browsing)
In the AI agent performance section, you can find the AI resolution metric, which shows the total number of chats resolved by the AI agent without human assistance. A conversation is counted as an AI resolution if the AI agent provides an answer that directly solves at least one of the customer's questions.
This metric measures problem-solving only — not tone, satisfaction, or response time.
One resolution = one charge per conversation, even if multiple questions are solved.
Automatic refill
When you exceed your AI agent resolution limit for your subscription plan, the system automatically adds 50 more resolutions ($49.50) and charges you immediately. The refill is applied right away, so your AI continues to work without interruption.
You can monitor your AI agent resolution usage at any time in the Subscription section of your Text App account. When your account reaches 90% of the included AI resolutions, you'll receive an email notification.
At the start of the next billing cycle, your plan is automatically updated:
All refill packages from the previous cycle are added to your invoice
Your base limit increases (e.g. 500 + 1 refill = 550)
Any new refills in the next cycle adjust your renewal total dynamically
Ready to get started?
Just head to the Automations section to set up your AI agent in a matter of minutes.
AI agent can make mistakes. Be sure to review the responses in the Archives section regularly and refine your Knowledge sources to improve future accuracy.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.