Choose an AI agent type
Rule-based bot or AI Agent: what each does and when to use it.
When you create a bot you choose its type. A Rule-based bot follows a conversation you design step by step, so you control every reply. An AI Agent answers in its own words from a connected model, grounded in the knowledge you give it. Pick rule-based for fixed journeys and an AI Agent for open questions.
| Rule-based bot | AI Agent | |
|---|---|---|
| How it replies | Exactly the replies you design in a drag-and-drop flow | Its own words, from a connected model |
| Best for | When you want full control over every reply | Open questions |
| Knowledge | What you write into the flow | Its own knowledge plus your account-wide knowledge |
AI agents show an AI Agent badge in the bots list. If your plan does not include AI agents, the AI Agent option shows the plan it needs instead of a selection circle.
What an AI agent works from
- Knowledge: its own entries plus your account's global knowledge (for example business hours, policies and your Organisation knowledge base). If both say something different, the agent's own entry wins.
- Voice: your brand voice, unless the agent sets its own persona.
- Skills: ready-made abilities such as Order lookup, Book appointments, Product recommendations, Lead capture, Send payment links, Share catalog, Collect feedback and Escalate to a human.
- Flows and templates: only published flows and approved templates can be granted. The agent uses one when a conversation needs it.
- Custom actions: calls to your own systems, set up in Custom APIs.
When it does not know
If nothing in its knowledge matches a question, the agent sends its fallback message instead of guessing, and can hand the chat to a teammate. A fallback costs no credits. The default fallback reads: "I want to get this right and don't have a confident answer for that yet. Let me bring in a teammate who can help you." You can change it.
Common questions
Can I use both types?
Yes. Many teams use a rule-based bot for a fixed menu and AI agents for open questions. The AI bot router sends each message to the right AI agent.
Which model does an AI agent use?
Models come from the AI providers connected under Settings, then AI & Credits. See How AI credits are charged.
Still stuck?
Raise a ticket or chat on WhatsApp. We typically reply within 24 hours.