Messaging Agents

Messaging Agents help your team serve customers across social, chat, and website channels from one consistent setup. They can answer questions, capture leads, book meetings, follow up after silence, support product enquiries, take delivery-bearing orders, and hand conversations to people when needed.

Navigation: Open Email & Messaging in the left sidebar, then select Messaging Agents.

Create a Messaging Agent

Create one when you want a repeatable chat experience across one or more customer channels—for example, a website sales assistant that also answers Instagram messages.

Select Create Messaging Agent.
Enter a clear name and save the General tab.
Open Channels and connect at least one customer channel.
Configure AI Reply in Dry Run Mode.
Assign knowledge and test the conversation.
Add CRM, delivery, or follow-up behavior only when required.

Use the Messaging Agents list

Use the list to see where each chat experience is available, whether it is replying live, and which connection needs attention. Search by agent name or connected account name. Each card shows channel count, channel connection status, selected role, CRM or delivery indicators, and whether replies are live or in Dry Run Mode.

Select a connected account name to open it on the channel when a link is available. Use Test, Conversations, or Settings for the agent’s main workflows.

General settings

Use General to define the job and personality customers experience consistently across connected channels. Change the agent name, status, language or role options shown in your workspace, and core instructions. Keep the agent in Draft while configuring it and use Disabled when it should stop responding.

See Agent roles and instructions before applying a role preset to a customized agent.

Connect channels

Channels determine where customers can reach the agent. Connecting several suitable channels lets you reuse the same approved behavior and knowledge while meeting customers where they already communicate.

Open Channels to see connected channels and available connection methods. Supported options can include Instagram, Facebook Messenger, Telegram, WhatsApp, TikTok, Web Chat, and Demo Widget.

Follow the connection dialog for each channel. Some channels open an external authorization window; others ask you to connect a bot, number, page, or website. After connecting, confirm that the account name is correct and run a test message.

Removing a channel stops new messages through that connection. Review current conversations and any website embed before removal.

Configure Web Chat

Web Chat places the agent directly on your website so visitors can ask questions, qualify themselves, or begin an order without leaving the page. Open its settings to configure placement, button style, entrance behavior, spacing, website address, and branding. Preview changes before saving.

Use the provided installation instructions to add the widget to your site. If you regenerate the widget token, update the embed code on your website; the previous code will no longer connect. Appearance changes may take a short time to reach the live site.

The Demo Widget provides a controlled test page for demonstrations. Configure its allowed website context and use it only for testing; it is separate from the embed used on your production website.

Configure AI Reply

AI Reply controls when and how automation participates in a real conversation. Dry Run Mode lets you observe the response the agent would have produced before customers can see it. Write concise system instructions and configure:

how much recent conversation context to use;
when inactivity begins a new session;
whether an unanswered earlier outreach should be included when a customer returns;
how long to wait for rapid consecutive messages before replying;
how long replies should be on channels with message limits;
whether a human reply pauses automation;
whether paused conversations trigger a team notification.

Enable live replies only after testing every connected channel.

Configure agent capabilities

Capabilities let the agent move a conversation toward an outcome rather than only answer questions. A sales assistant might capture contact details and book a meeting; an order assistant might check product information, collect an order, prepare Nova Post delivery, and create a CRM follow-up for the team.

The AI Behavior area can enable customer-information capture, smart skip, human handover, sentiment review, calendar booking, commerce actions, CRM actions, and delivery tools. Availability depends on connected services and your plan.

For handover, select enabled notification destinations. For calendar booking, choose a connected calendar and set working hours and meeting defaults.

Set up follow-ups

Follow-ups help restart promising conversations after a customer goes quiet—for example, checking whether a shopper still needs help after asking about a product. Open Follow-ups to create a sequence for customers who have not replied. Choose eligible connected channels and add ordered steps.

For each step, set:

how long to wait;
minutes, hours, or days;
AI (smart) for a context-aware follow-up or Fixed text for approved wording;
fixed text when that mode is selected.

Order steps carefully and keep the sequence respectful. New customer activity or human control can stop pending follow-ups according to the visible conversation state.

Assign knowledge

Knowledge keeps answers grounded in your approved products, services, and policies across every connected channel. Open Knowledge and select the relevant Knowledge Base folders. Avoid assigning unrelated regions, brands, or policies. See Knowledge Base.

Configure CRM and delivery

CRM makes qualified conversations visible to the people who must continue them. For example, a website lead can enter the correct sales pipeline with its contact details and conversation context. Open CRM to select a connection, choose routing by channel, control when conversation records are created, and decide how returning visitors are handled. If chat mirroring is available, confirm that your CRM supports the selected channel and account.

Contacts on the AI exclusion list should be routed consistently so your team knows automation is paused for them.

Delivery lets a chat agent act as an order-booking assistant without Shopify: it can collect items and recipient details, help choose a delivery location, confirm payment and price, prepare a waybill, and notify the fulfillment team through CRM. The Delivery tab requires both a CRM connection and a verified delivery integration. Enable it only for agents expected to discuss and confirm delivery-bearing orders.

Test a Messaging Agent

Testing protects every connected audience from an unreviewed change and reveals channel-specific differences before launch. Use Test Chat for quick behavior checks. Also send a real test through every connected channel because channel formatting and limits differ.

Test short messages, several messages sent quickly, media or unsupported attachments, human takeover, a returning conversation, and any enabled tools.

Disable or delete a Messaging Agent

Use Disabled to stop the agent while preserving its setup. Before using the Danger tab to delete it, review connected channels, website embed code, open conversations, follow-ups, CRM behavior, and delivery settings. Remove or replace live website embeds as part of the same change.

Troubleshoot a Messaging Agent

A channel does not receive messages

Confirm the channel shows as connected, the agent is active, and the correct account or page was selected. Reconnect if authorization has expired.

The agent generates but does not send a reply

Check Dry Run Mode, channel status, human takeover state, contact exclusion, and whether the conversation is paused.

Replies are duplicated or badly timed

Review the rapid-message wait setting and test using one channel at a time. Check the conversation for both native-platform and Versafy operator replies.

Web Chat does not appear

Confirm the website URL, live embed code, current widget token, and page placement. Allow time for saved appearance changes to propagate.