Open Automate → Reply Agent and go to Set up. Choose the location in the Channel box on the left first — how it works, when it may reply, the handover message and the options below are set per location. The name and reply style are shared by all your locations.
Name
Name shown to customers, at the top of the Reply Agent page — the name it uses when it introduces itself, e.g. Maya.
Choose how it works
| Mode | What it does |
|---|---|
| Off | The agent stays silent at this location. |
| Review first | It writes the reply it would send, for you to check, but sends nothing. A good way to start. |
| Answer customers | It replies to customers. This unlocks after the checks in Try it and go live. |
When it may reply
- Any time (the default) — whenever nothing else has answered, including during opening hours.
- Outside opening hours — only when you're closed.
- Chosen hours — pick the days and times yourself.
To prevent loops, the agent pauses after 50 replies to one customer in 24 hours. The chat moves to Needs attention in Chats, and your team can hand it back to let the agent continue.
When it hands over to your team
Write the holding message the customer gets when the agent decides a person is needed — for example "Thanks — I've passed this to our team and someone will reply shortly." It starts as "Let me get someone from the team to help you with this." — change it to suit you. It's the customer's only sign that something happened, so don't leave it empty. See When the Reply Agent hands over.
Options for this location
- Reply to voice notes — the agent transcribes voice notes in Malayalam, Kannada, Tamil, Telugu, Hindi or English and answers them. On by default.
- Reply to voice notes with a voice note — replies to voice notes with an audio voice note. Off by default. Voice replies work in quality-approved languages: Malayalam, Hindi, Tamil, Kannada and English. Links, phone numbers and prices follow as a text message. If voice generation fails, the agent sends a normal text reply instead.
- Answer simple questions while a chat waits for your team — answers straightforward questions if a chat has waited 30 minutes or more with no reply from your team.
- Tell customers it is an AI — adds a short disclosure line to its first reply in a conversation. On by default and recommended.
Reply style (all locations)
Under Shape its replies:
- Tone — the personality customers hear.
- Length — how much detail each answer includes.
- Let it use an emoji — at most one, and only where it fits. Off by default.
- Add a custom instruction (optional) — e.g. "Mention that parking is behind the building." Don't put facts or prices here; those belong in What it knows.
Under See a sample reply, tap a suggested question or type your own and click See a sample to check the style with your real prices and hours. Nothing is sent.