AI agent

When a visitor sends a message, the AI receives the conversation so far, the relevant chunks from your knowledge base, and a short system prompt that establishes tone. Its replies in the widget carry an AI badge with the assistant's name, so the visitor can tell at a glance they're not talking to a person yet.

Visitor messages always land in your inbox regardless — the AI answering doesn't hide anything from your team, and you can jump into any thread at any moment.

The AI is off by default. To enable it:

1. 1Open Settings → AI Agent.
2. 2Flip the Let the AI answer customers toggle to on, then click Save.
3. 3The next inbound visitor message is handled by the AI.

Copilot or Autopilot — the first choice on the settings page. In Copilot the AI never messages a visitor on its own: every reply lands in your Inbox as a draft you send, edit or discard. Autopilot unlocks the two automatic behaviours below. Start in Copilot; flip to Autopilot once the drafts consistently look right.

Two checkboxes on the same settings page decide when the AI steps in:

• Answer customers when nobody from my team is online — covers after-hours, weekends, lunch breaks. The AI posts a public reply so visitors don't bounce.
• Suggest replies for me when I'm online — a draft appears above your reply box. One click to send, or edit first. Nothing is posted to the visitor until you choose.

Pick one, both, or neither. There's also an on-demand AI draft button in the composer — it drafts a reply for the current thread whenever you ask, independent of the checkboxes.

Lead actions (optional, off by default) — with “Let the AI save lead details” on, the agent saves a name, email or phone the visitor shares (only into empty contact fields, never overwriting) and can tag the conversation with one of your existing tags. Every applied action is recorded on the reply; in Copilot, actions run only when you approve the draft.

Only answer questions about my business — on by default for platform-managed AI. Before spending tokens on a full answer, a lightweight classifier checks whether the visitor's message is actually about your business. Asking your shop's chat to write an essay gets a polite decline instead of burning your monthly allowance.

The decline text is editable on the settings page, so it can sound like you.

Assistant name — what visitors see on the AI badge in the widget. Defaults to Veyra; set it to anything that fits your brand.

Personality & rules — three plain fields instead of one big prompt: who the assistant is (the business it speaks for), tone of voice (how replies should sound) and hard rules — things it must never do or promise, which it follows even if a visitor insists. Anything else fits in the collapsible “Additional instructions” box.

Who the assistant is:
  You are the assistant for Lotus Yoga Studio in Brooklyn.
  Help visitors with class schedules, pricing and bookings.

Tone of voice:
  Friendly and concise, never pushy.

Hard rules:
  - Never promise a refund — forward those to the studio owner.
  - Direct booking questions to lotusyoga.example/book.

The AI also reads your knowledge base on its own (see below) — you don't need to repeat FAQ answers here.

The AI retrieves the most relevant chunks from your knowledge base on every turn and answers from them rather than from imagination. When it drafts a reply for an operator, the sources it leaned on are listed next to the draft — with similarity scores — so you can sanity-check before sending.

For the AI to actually help, give it something to read — see Knowledge base. On WooCommerce stores, the product catalog can sync in automatically.

Every AI reply consumes tokens. The settings page shows how many you've used against your plan's monthly allowance — 200k on Pro, 1M on Pro Plus.

When the allowance runs out, the AI pauses until the next cycle. Visitor messages still arrive in your inbox and your team answers as normal. Three ways to keep the AI talking:

• Buy a token pack — a one-time top-up (500k tokens for $10) straight from the settings page. Unused pack tokens carry over.
• Upgrade the plan — Pro Plus carries a 5× allowance.
• Bring your own key — your provider, your bill, no platform allowance involved (below).

By default you never think about providers. If you want direct control — a specific model, your own rate limits, your own provider bill — flip Use my own AI provider in the Advanced section of the AI settings (Pro and up).

• Pick a provider preset — OpenAI, Anthropic, OpenRouter — or point Custom at any OpenAI-compatible endpoint.
• Choose a model and paste your API key. Keys are encrypted at rest and never shown back in full.
• AI usage then bills to your provider account directly — the platform token meter no longer applies to chat replies.

Platform-managed AI routes through OpenRouter to GPT-class models — a provider tier contractually excluded from training on customer content. If we change models, replies just keep working; nothing in your workspace settings has to update.

Embedding for knowledge-base retrieval is similarly platform-managed (OpenAI by default). See Knowledge base for the data-flow details.