Assistants | Hams AI Docs

An AI agent answers customers in conversations. It reads what the customer wrote, searches the knowledge you gave it, and either replies or hands over to a person.

The same agent can also answer the phone. See Voice agents.

The Builder tab of an agent: its identity, the features it may use, and the instructions it answers from.

Creating an agent

Setting	What it controls
Instructions	How the agent behaves and what it is allowed to say
Product name	What the agent calls your product
Temperature	How closely the agent sticks to its instructions
Welcome message
Handoff message	What the customer hears when a person takes over
Resolution message	What the customer hears when the agent closes the conversation
Response guidelines
Guardrails

Assigning an agent to a conversation

Each AI agent has a bot behind it, so it takes the assignee slot on a conversation the same way a person would. An agent’s conversations are held out of round-robin, so a human is not assigned on top of it.

Reply behaviour

Setting	What it controls
Burst debounce	Waits for a customer sending several messages in a row to finish before replying
Max replies per conversation	Caps how many times the agent answers before a person is needed
Auto-resolution	Closes conversations left pending
Closing message	Sent when the agent resolves a conversation

WhatsApp’s 24 hour window

WhatsApp only allows a free-form reply within 24 hours of the customer’s last message. After that, the agent has to use a template.

Filtering by agent

Conversations can be filtered by which AI agent owns them, which is the quickest way to review what an agent has been doing.