AI Agents Overview

An AI agent replies to your customers in your connected channels, in the dialect you choose and from the knowledge you give it. When a customer needs a person, it hands the chat to your team.

How AI Agents Work

When a customer writes on a channel with an assigned agent, the agent:

• 1. Reads the message in the context of the conversation
• 2. Looks up your knowledge sources for the answer
• 3. Writes a reply in its personality, tone and dialect
• 4. Uses connected tools when you allow it (for example adds a row to a Google Sheet)
• 5. Sends the reply on the same channel
• 6. Hands the chat to your team when the customer asks for a person or it cannot help

Where Agents Reply

Agents reply on Instagram, Messenger, WhatsApp, Telegram, SMS, Website Chat and custom channels. Each channel has at most one agent. Raqi agents support 90 dialects, including Gulf, Iraqi, Saudi, Levantine and Egyptian Arabic. Voice AI is coming soon.

Monthly Limits

Your plan includes a monthly number of AI conversations. One AI conversation is up to 10 AI replies to one customer in the month, and a longer chat uses another one every 10 AI replies. When they run out, new chats go to your team. An owner or admin can also turn on Keep AI running in Settings > Organization > Billing & usage: each AI credit then pays for 3 more AI conversations, up to a monthly AI credit limit (100 by default). One chat gets at most 50 AI replies a day before your team takes over. There is no overage billing.