iConnect AI Support Agent
Drafts a reply to a WhatsApp customer from your own approved knowledge, for a person on your team to review and send.
The AI Support Agent is a module inside iConnect. It is not a standalone product.
iConnect is in controlled beta. Request a demo to discuss access. What you see on these pages describes what the product is built to do.
The problem it addresses
Support agents answer the same questions many times, and a hurried answer can be wrong. The AI Support Agent drafts a reply from knowledge your company has approved, shows the sources it used and how confident it is, and hands the conversation to a person when it should not answer. A person approves every reply before it goes to the customer.
Who it is for
- Customer-support and sales agents who reply on WhatsApp
- Support leads and admins who maintain the knowledge base and the agent settings
- Businesses that want a person to approve every AI-written reply
What a team can do with it
Suggested replies in the inbox
The agent drafts a reply inside the conversation, with its sources and a confidence level. Your team member can edit it, approve and send it, reject it, hand the conversation off or leave feedback.
A person sends every reply
The AI Support Agent never sends a message itself. Nothing reaches the customer until a person approves it.
Knowledge base
Paste in text documents, organise them into collections and tag their language. Each document is draft, approved or archived, and only approved knowledge is used for answers.
Handoff to a person
The agent stops and routes the conversation to a person when the customer asks for one, when it has no approved knowledge to rely on, when its confidence is low or when a question keeps repeating. It goes to a named person, then a team, then the unassigned queue, with an internal note and an in-app notification.
Take over and resume
A team member can take a conversation away from the AI at any point and hand it back later.
Setup and playground
Set the agent's identity, languages, confidence threshold and handoff rules. Try it in a playground before your team uses it.
Arabic and English replies
The agent drafts in Arabic or English and detects the customer's language automatically.
Your own AI provider key
You connect your own AI provider key. A usage view shows token consumption, and you can set budget limits.
How the AI Support Agent fits with iConnect
The AI Support Agent is part of iConnect. It works inside the shared inbox, on the same conversations your team already handles.
- Drafts appear in the conversation, next to the messages they answer.
- A handoff assigns the conversation to a person through the inbox's own assignment.
- The AI Support Agent cannot be used without iConnect.
Good to know
We would rather you knew the current limits before a demo than after it.
- Controlled beta: request a demo to discuss access.
- The AI drafts; a person sends. It does not reply to customers on its own.
- You bring your own AI provider key, and usage on that key is on your account with the provider.
- WhatsApp is the only channel.
- Knowledge is added as pasted text. Only knowledge you mark as approved is used.
- Handoff notifications appear inside iConnect.
- AI drafts can be wrong. Your team should read each one before sending it.
Questions and answers
Does the AI reply to customers by itself?
No. It drafts a reply, and a person on your team reviews it and decides whether to send it. The AI Support Agent never sends a message itself.
Where do its answers come from?
From knowledge you add and mark as approved. Each draft shows the sources it used and a confidence level. If there is no approved knowledge to rely on, it hands the conversation to a person instead of answering.
Do we need our own AI account?
Yes. You connect your own AI provider key. iConnect shows a usage view of token consumption and lets you set budget limits.
Which languages does it draft in?
Arabic and English. It detects the customer's language automatically.
Is it a separate product?
No. It is a module inside iConnect and works in the shared inbox. It is in controlled beta.
Request a demo
Tell us about your team and what you want to see. We will reply to arrange a walkthrough of the controlled beta.
iConnect is in controlled beta. Request a demo to discuss access. What you see on these pages describes what the product is built to do.