AI Agents

WeReply's built-in AI agent (powered by WeReplyAI) can answer customer questions automatically across any of your connected channels. This article explains how to configure and train your agent.

You'll find your AI agent settings under Settings → Agents. The agent configuration screen is split into four sections: Behavior, Sources, Situations, and Other.

Behavior

This section defines your agent's personality and what it knows about your business:

• Personality — describe the tone and style your agent should use when replying (e.g. friendly, formal, concise).
• Company — general information about your business that the agent can refer to when answering questions.
• Services — details about the products or services you offer, so the agent can describe and recommend them accurately.
• Other — any additional behavioral guidance you want the agent to follow.

Sources

Sources are where your agent learns the information it uses to answer questions.

Document Scraper

Upload documents for the agent to learn from, such as product manuals, FAQs, or policy documents. Supported file types are PDF, DOC, DOCX, TXT and RTF, up to 10MB per file.

Web Scraper

Add the URLs of pages you want the agent to learn from (for example your website, FAQ pages, or knowledge base). You can set an auto-crawl frequency so WeReply automatically revisits these pages and keeps your agent's knowledge up to date as your content changes.

Situations

Safety filters

Safety filters let you control how the agent handles sensitive topics. You can configure the agent's response for categories such as:

• Hate speech
• Threatening or violent content
• Self-harm
• Sexual content

For each category you can define how the agent should respond if a customer message touches on that topic — for example, by handing the conversation over to a human agent.

Other

Question and Answers

Help your agent learn from real conversations by adding question-and-answer pairs based on past support tickets. This is a great way to teach the agent how your team has handled specific situations in the past.

Instructions

Create custom instruction categories to give the agent specific rules to follow in particular situations (for example, how to handle refund requests or shipping questions).

Turning the AI agent on for a channel

Configuring the agent doesn't automatically turn it on everywhere. To start using it on a specific channel, go to Settings → Channels, open the channel, and enable AI Response (fully automatic replies) or AI Concept (drafts for your team to review). You can also set the Distribution percentage to control how much of the conversation volume the AI handles versus your human team.