Getting Started: How to Configure Your Agent+ Account for Better AI Replies

Available for Agent+ plan only

1. Connect Your Knowledge

AI needs access to your trusted sources so replies stay accurate and grounded.

Add your website, list of URLs, or snippets under Control Panel > Engage Library > Knowledge.
Exclude generic or irrelevant pages (like privacy policies) to avoid confusion.
Once synced, your knowledge updates automatically every week.

📌 Learn more: How to Connect Your Website or Help Center to Power AI Replies

2. Create AI Prompts

Prompts tell AI how to reply: tone, style, do’s and don’ts. Use multiple prompts for different situations (complaints vs compliments).

Go to Control Panel > Engage Library > AI Prompts.
Add a new prompt, define tone, emoji use, language, and context.
Fill out Do’s and Don’ts to avoid off-brand replies.
Turn on Advanced Default Settings to trigger prompts automatically based on sentiment, tags, or assets.

📌 Learn more: How to Set Up Prompt Instructions for Better Replies

3. Create Reply Workflows

Workflows draft replies in advance so your team only needs to approve them.

Go to Control Panel > Workflows > New Workflow.
Select Reply > AI Reply.
Pick your AI prompt and filters (keywords, sentiment, tags).
Set Action to Pending approval. Replies sent for approval will appear in Ready for Send, where an approver can review and send them.
If you select a specific approver, the reply will be automatically assigned to that person.
If you select Anyone with approval rights, the reply will appear in Ready for Send for all users with approval rights, but it will not be automatically assigned.

What happens when a reply is sent for approval

If you select a specific person in the assignee drop-down, the reply is automatically assigned to that person.
The reply will also appear in Ready for Send, where the assignee can approve and send the response.

📌 Note:
If you select Anyone with approval right, the reply will appear in Ready for Send for all users with approval rights, but it will not be automatically assigned to a specific person. This prevents the item from being assigned to everyone at once.

📌 Learn more: How to Generate Pre-Drafted Replies for Your Queue

4. Approve or Generate in Batch

Clear your queue faster with batch actions:

Batch Approve Pre-Drafted Replies: In Ready for Send, approve, reject, or archive up to 25 replies at a time. (Best for FAQs, promos, and repetitive comments.)
Batch Replying: From any To Review tab, use Batch Mode + AI Reply to generate up to 25 replies at once. This uses your default prompt (or filtered prompts if advanced settings are enabled).

📌 Learn more:

5. Optimize as You Go

Even with automation, you’ll need to refine for accuracy:

Check sources: If a reply uses the wrong page, uncheck it from Knowledge.
Add snippets: Fill gaps with precise instructions.
Refine prompts: Update Do’s, Don’ts, and tone rules when replies feel off.
Adjust workflows: Tighten filters or create new workflows for specific scenarios.

Every improvement compounds over time. The more you refine, the stronger and more consistent your AI replies will become.