Channels
A chat agent is built for one channel, chosen when you create it. The channel decides which settings and functions are available, so it cannot be changed afterwards.Replies to inbound WhatsApp messages on one of your WhatsApp Business numbers. The full feature set: templates, media, calls, follow-ups.
Replies to Instagram DMs, post comments, or both. A focused feature set — custom functions, reply gating and human transfer.
Voice agents vs chat agents
Both are agents, built in the same dashboard, and they work together — but they are separate objects with separate builders.
The two are linked in both directions: a chat agent can place or schedule a call through a Send / Schedule Call function, and a voice agent can hand a contact to a chat agent after the call ends.
What a chat agent is made of
1
A system prompt
Who the agent is, what it may do, and when. See System Prompt.
2
A model, and a backup model
The LLM that writes the replies, plus a secondary used only if the primary errors. See LLM Model.
3
Conversation settings
How much history it sees, how many messages it may send, and which channel features it uses. See Conversation & Features.
4
Functions
The actions it can take beyond replying with text — send a template, send a file, run your own Python, place a call. See Functions.
5
A channel binding
A WhatsApp number the agent answers on, or an Instagram account it is live for. See Going live.
How an inbound conversation runs
Where chat agents live in the dashboard
Related documentation
Create a chat agent
Walk through the builder end to end
Functions
Everything the agent can do besides replying
Testing
Try the agent before anyone else does
Best practices
What separates an agent that works from one that annoys