Channel-Agent Assignment

You can now assign different AI agents to different integration channels. Your sales-focused agent handles WhatsApp enquiries. Your support agent manages the website widget. A specialised agent takes Instagram DMs.

How it works

Each integration channel — a WhatsApp number, an Instagram account, a website widget — can be assigned its own AI agent. Configure this from the agent's settings page.

If you have multiple WhatsApp numbers (one for sales, one for support), each can have a different agent with different instructions, skills, and personality.

Per-person assignment

You can also assign a specific agent to an individual customer. When that customer reaches out on any channel, their assigned agent handles the conversation — overriding the channel default.

Assign agents from the customer's profile in People or directly from the inbox.

Why this matters

Different channels often serve different purposes. Website visitors are typically earlier in the funnel than WhatsApp contacts. Instagram engagement needs a different tone than phone support.

Instead of one agent trying to handle every context, give each channel an agent that's optimised for that specific interaction.