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Conversation AI

How to turn on AI for WhatsApp, Instagram, SMS or website chat

In AI Agents › Conversation AI, open the agent, go to the Deploy tab and switch on the channels where it should reply. For each channel you can pick the number, page or widget and filter by tags.

Updated on

Before you start

  • The channel must be connected to Elooo CRM (for example, WhatsApp in Settings › WhatsApp, or the Chat Widget installed on your website).
  • You need an agent created in AI Agents › Conversation AI.
  • Available channels: SMS, email, Facebook, Instagram, WhatsApp, Live Chat and Chat Widget.
Where to find it

AI Agents › Conversation AI › (your agent) › Deploy

Step by step

Connect a channel to the agent

  1. Open AI Agents and click Conversation AI.
  2. In the Agents List tab, click the agent you want to set up.
  3. Open the Deploy tab.
  4. Switch on the channel you want (for example, WhatsApp).
  5. To narrow the channel down, click the channel's pencil icon and turn on Assign channel.
  6. Pick the phone number, page, account or widget where the agent should reply. With nothing selected, the card shows "All".
  7. Click Save.
  8. Repeat for each channel.
  9. Make sure the agent isn't Off (it must be in Suggestive or Auto-Pilot).

Split customers by tags (optional)

  1. In the channel's pencil icon, use Has tags so the agent only replies to contacts with certain tags.
  2. Use Doesn't have tags to exclude contacts (for example, the tag "vip-customer").
  3. Choose AND (the contact must meet every condition) or OR (one is enough).
  4. Click Save.
  5. Create another agent for the other group with the opposite condition, on the same channel.

Test

  1. Send a message from another phone or account to the channel.
  2. Open the conversation in Conversations and confirm the right agent replied.

Tips

  • The agents list shows each agent's channels without opening it. "Not configured" means the agent has no channels yet.
  • If you assign an agent directly to a contact (through an automation or a bot transfer), that assignment takes priority over the channel rules.
  • If your account still uses the old "primary bot" model, channel management may be under Settings › Labs. After turning it on, wait about five minutes and review the agents' Deploy tab.

Common problems

  • The system won't let me save the channel → Another agent already has the exact same channel, destination and tags. Change the destination or the tag conditions on one of them.
  • The AI replies on the website but not on WhatsApp → Check that the WhatsApp switch is on in the Deploy tab and that the selected number is the connected number.
  • The channel doesn't show in the Deploy tab → The channel isn't connected to your account. Connect it first in Settings.
  • The wrong agent replied → Review the tag conditions on both agents and check whether the contact has an agent assigned directly.

Frequently asked questions

Do I need an automation to turn on the AI?

No. Just switch on the channel in the agent's Deploy tab.

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