Your AI Support Agent reads your Knowledge Base and resolves the questions customers actually ask, accurately, in their language, on any channel, 24/7.
The agent pulls from your Business Domain docs, product data and FAQs, so every answer is correct and on-brand, never made up.
From “where’s my order?” to “how do I return this?”, the agent looks things up, checks status and completes the task, not just points at an article.
When a question is sensitive or out of scope, the agent hands off to your team with full context, and a stop-word lets customers reach a human anytime.
An AI Support Agent in MyChatBot is a Sales Platform assistant configured to answer customer questions. It replies in chats on the channels you connect, grounds its answers in your own Knowledge Base, and hands the conversation to a person when your rules say so.
It fits any business that gets the same questions in several places: online shops, service businesses, SaaS teams and agencies. Instead of four separate inboxes and four tones of voice, you run one assistant that answers the same way everywhere.
Your team stays in control. Every conversation lands in Active chats, the shared inbox where operators can read the whole thread, reply manually or take over at any moment.
Configuration changes take effect from the next message the assistant answers, including conversations already in progress, on every channel.
Connect a FAQ with your real questions and answers, plus Business Documents, Business Files, a Product Feed or a Product Spreadsheet. Sources are searched live at answer time; feeds and spreadsheets refresh through their own auto-update. A knowledge base that isn’t connected to the assistant is not used.
Leave Primary reply language unset to follow the customer’s lead, or set one of about 50 languages as the default. With Allow agent to switch chat language on, the assistant can change language mid-chat.
Contact Details saves name, phone and email when a customer shares them. Client Context collects the extra data points you define, and the same client shares one context across all channels.
Reply & Tools lets you split long replies by paragraphs, send images as native channel objects, send links as separate messages and allow the agent to schedule its own follow-up messages.
The Test Dialog talks to the current saved configuration, and the Context panel shows which knowledge snippets the assistant will read before replying. Every saved instruction version stays in History, with Restore.
One assistant can answer on every Sales Platform channel you connect to it: the Website Widget, WhatsApp Business or a linked personal number, a Telegram bot or account, Instagram, Facebook Messenger, TikTok, Viber, Gmail, SMS, OLX and Calls for AI voice. Custom messaging systems connect through the Webhooks API. Channels are attached on the Channels page, and each channel identity belongs to one assistant at a time.
Integrations let support go beyond answers:
Integrations are connected per assistant and depend on your plan: on Standard only Spreadsheet Orders can be connected, the rest need a higher plan. See integrations and pricing.
Handoff Control decides how a chat moves between AI and your team. Pick one mode:
Silent handoff hides the switch from the customer. Auto Return turns the assistant back on if an operator doesn’t re-enable it within 24 hours, or after a custom interval from 1 minute to one week. Human-handled chats collect in the Operator tab, and a first-response timer turns red after 2 minutes.
The assistant can also ask for a human on its own when its instructions say so, for example when a customer is upset. The chat is flagged in Attention. If the assistant sends an operator notification and Flight Control is connected, the notification, with the client’s contact details and a chat link, also reaches your Telegram group. Read more about human handoff.
Know the limits. Outside Work Hours the assistant stays silent and does not go back to answer the off-hours backlog. Every reply draws on your plan’s shared message balance; if it reaches zero, assistants switch off on all channels and don’t turn back on by themselves, so top up or wait for the plan to renew, then check the assistant’s Status switch. On Standard and Pro only one sales assistant is active at a time, while Multipro allows several.
The support desk guide puts the whole setup at about 30 to 45 minutes; WhatsApp and Instagram take longer because part of the setup happens on Meta’s side.
An assistant with no source material can make things up, so the key step is connecting your FAQ, business documents and product data to it. Connected sources are searched live at answer time, while a knowledge base that exists but isn’t connected is ignored. You can preview which snippets it will read in the Context panel.
An operator can take over any chat by switching AI off, or, with implicit handoff, simply by replying. The assistant can also hand the chat off or notify an operator on its own when its instructions say so. Auto Return gives the chat back to AI after 24 hours or your custom interval.
One assistant can answer on every Sales Platform channel you connect to it, including the website widget, WhatsApp, Telegram, Instagram, Facebook Messenger, TikTok, Viber, Gmail, SMS and Calls. Each channel identity connects to one assistant at a time. Replies on all channels draw on the same message balance.
By default the assistant is always on duty. If you enable Work Hours, it pauses outside the schedule and stays silent; messages still land in chats for your team. When hours resume, it answers new messages but does not go back to the off-hours backlog.
Yes. Leave Primary reply language unset so the assistant follows the customer’s language, or set a default from about 50 languages. In Active chats, operators can also translate incoming messages and their own drafts.
Yes, with HubSpot, Salesforce, Zoho, Bitrix24, Kommo, KeyCRM, SalesDrive, GoHighLevel and other systems on the Integrations page. For most CRMs you choose which entities and fields the assistant fills. One CRM connects per assistant, and most integrations need a plan above Standard.
On Standard and Pro only one sales assistant is active at a time, so the recommended setup is one assistant across all channels. Multipro and above allow multiple active assistants, for example a separate one per brand or language.
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