🤖 What is an AI Agent and why do you need one?
The AI Agent is an intelligent virtual assistant that works like a full-time employee in Instagram, TikTok, and Telegram (including Telegram bots and business accounts). It replies to messages in Direct, assists users, provides information, remembers data, and if needed — passes the request on to an operator.
The AI Agent can:
Understand text, voice messages, voice notes (circle videos), and images
Scan a client’s profile: name, posts, bio, etc.
Address clients by name and understand conversation context
Respond in seconds
Remember details (e.g., client’s name or phone number)
Send alerts to Telegram when human intervention is needed (e.g., client asks for a callback)
Automatically generate buttons with useful actions in replies (e.g., link to lead magnet)
Analyze conversations to improve answers (automatic training)
📌 Example: If a client writes “How much is delivery?” — the agent will check the knowledge base and reply instantly. If they send a voice message, it will be transcribed and answered. If it’s a request — the agent will pass it to the operator.
🔓 Agent availability
The AI Agent is available for:
All users on the Unlimited or Pro Plan with the AI Pack enabled
For testing – all users, including Free Plan, can set it up and test it locally for free before launch.
How the agent works
The AI Agent responds automatically to all incoming messages in Direct or chat
Does not require a trigger — replies instantly without a command
Automations take priority — if a client triggers an automation, the agent doesn't intervene
If a client sends another message, the agent will join in and respond
Understands multimedia content: voice, images, circle videos
Message formatting — bold, italics, bullet points in Telegram
Can add smart pauses (e.g., to remind the client in an hour whether they managed to follow the setup guide previously sent)
Has access to the client card and can save names, numbers, emails
Sends alerts to Telegram based on rules you set
Steps to set up an AI agent
1. Create the agent and choose a channel
Go to the AI Agent section
Choose a channel: Instagram, Telegram bot, TikTok, or Telegram Business
Click “Create” to begin setup and training the Agent
Assign a role:
Personal Assistant — universal role with all functions
Support Agent — helps answer questions
Sales Manager — focused on lead generation
We recommend choosing the Personal Assistant role, as it combines all roles, making it ideal for the main account. However, if your account (or bot) specializes in sales or customer support, choose the appropriate role.
💡 The chosen role can be changed at any time.
2. Initial training: fill with knowledge
The agent has its own knowledge base, and training typically takes 1-3 minutes. It can be created in three ways:
🔍 Option 1: Scan the account (Instagram / TikTok only)
The agent will scan:
Your profile, description, general information
Posts and comments
Business communication with clients
It will learn how you communicate, what you sell, and what questions clients ask
Based on that, it creates a knowledge base and identifies your communication style and key data.
📌 This is an excellent start for training, especially if the account is already active
The ideal scenario is an account with posts and conversations following an style and containing important information about you or your product. In this case, the agent will automatically generate a detailed knowledge base.
You can check the ChatPlace’s Instagram as a reference.
💡After initial training, the knowledge base can be updated with new information at any time.
📄 Option 2: Upload files
You can upload up to 10 files at once (PDF, DOCX, XLS), with a size limit of 30 MB each
Allowed file types include:
Instructions
Product/service descriptions
FAQs
Pricing, promos, etc.
The agent will process the text, images, and tables in these files.
💡After initial training, you can update the knowledge base at any time.
✍ Option 3: Add text manually
Up to 50,000 characters in one text
Use this for:
General company information
Response scripts
Unique Q&A or clarifications
💡After initial training, you can update the knowledge base at any time.
3. Agent testing
After training, test how the agent responds:
In the Testing section, you can manually enter any question or choose from a list of suggested ones and see the response. If the answer needs improvement, click the edit icon next to the response:
In the pop-up window, edit the response or add your own version. The new version will automatically update the agent's knowledge base.
4. Agent knowledge base
The agent's knowledge base is built from the uploaded and described information. The list of topics is the list of questions the agent knows the answers to:
Note: When setting up agents for multiple accounts or channels, you can use the same materials, no need to adapt them to each platform. The system will automatically scan the information and fill the knowledge base.
Editing the knowledge base
Each topic can be edited — you can view and modify the answer, go to the dialogues where the question was mentioned, or delete the question if it’s no longer relevant
Knowledge Base Analytics
Each question has a popularity scale to help you assess how in-demand the topic is among your clients. It also shows how many chats included the question and the last time it was answered.
This analytics helps to identify the most common clients needs.
Updating the Knowledge Base
You can add new information at any time. Just upload files or type the text manually. The system will process the materials and add new topics automatically — they’ll be applied in the agent’s responses immediately.
5. Unanswered Questions
In the Unanswered section, you’ll find client questions the agent didn’t know how to answer. This helps you understand what’s missing in the knowledge base. You can:
Click “Add Answer” and manually write how the agent should respond
View the list of chats where the question was asked
Delete the question if it’s irrelevant or already addressed in the knowledge base.
💡 We recommend checking this section regularly to evaluate what’s missing in the knowledge base. Analytics will help you focus on the most common questions.
It’s not necessary to manually answer every question — for less popular topics, you can prepare a general document and upload it.
AI agent settings
Additional settings are available in the top left corner of the screen:
General settings
Includes:
Selecting the agent’s role (can be changed anytime)
Button generation (up to 3 per message)
Automatic dialogue training from conversations
Enable/disable AI Agent
📌 If button generation is enabled, the agent will automatically add, for example, a “Download presentation” button with a link if it understands that the client is asking for it.
Advanced AI agent settings
Here you can:
Set up Telegram notifications for the operator
When the client:
Asks for a callback
Wants to place an order
Leaves contact information
The agent will send a message with client data
You can also set a universal prompt — the agent will follow it in every dialogue. It can be an algorithm, communication style, or stop-topics. All changes apply instantly.
Examples:
“Speak informally, with humor but professionally”
“Reply in the language the client used”
“Ask a few clarifying questions”
“If the client wants to order — send an alert with all data to the operator”
By setting a universal prompt, you can adapt the agent to any task. Just describe the interaction nuances — the agent will strictly follow your instructions.
📊 How to activate the AI agent
You can enable the AI Agent on the main screen of the section or in the agent’s settings by clicking the Launch button.
Once launched, the agent is active:
It works 24/7 and responds instantly
It can operate in parallel with automations (doesn’t interfere)
It saves the client’s name, phone number, email in the client card
It analyzes conversations for future training
📌 If the client sends a trigger for automation — the automation starts. The agent won’t respond at that moment.
Deleting the AI agent
You can delete the agent in the General settings.
To delete the agent — click “Delete permanently” next to the launch button.
Note: the agent will be deleted permanently. If you want to use it again later, it must be trained from scratch. To prevent accidental deletion, you’ll need to confirm by typing the word delete.
The AI Agent is a powerful tool that can serve as your personal assistant, sales manager, or support staff. It reduces the load on operators, instantly responds to clients, and helps you never miss a request. Create your agent, train it once — and it will start working for you today!