AI Assistants
Put AI agents on the front line of your calls and chats — qualifying leads, answering questions, booking site visits, and handing off to a human at the right moment, around the clock. Build a Voice agent to handle phone calls or a Conversation agent to handle inbox chats, give it a prompt and a knowledge base, attach the tools it needs, and test it before it goes live.
Entry pointAutomation → AI Assistants
| Article summary | Details |
|---|---|
| Best for | Admins, automation owners, managers, and teams setting up AI calling or chat assistance. |
| Main outcome | You choose the right agent type, connect the required channels, test behavior, and review reports after launch. |
| Roles | Admin, automation owner, sales manager, support manager. |
| Requires | Access to AI Assistants, prompts, knowledge base, tools, credentials, and any required phone or chat channels. |
| Related reports | Voice Agent reports, Chat Agent reports, AI call reports, and conversation analytics. |
Agent Types
| Type | Handles | Connects through |
|---|---|---|
| Voice | Phone calls (inbound and outbound) | Phone numbers / telephony |
| Conversation | Chats across channels | Channels and templates |
Each agent shows its type and a status (Draft or Published) in the Agents list.
What's in This Section
The AI Assistants area is organized into tabs. These articles cover them:
| Area | Article |
|---|---|
| Create & manage agents | Voice Agent · Chat Agent |
| Prompts | Voice prompt · Chat prompt |
| Knowledge base | Voice KB · Chat KB |
| Conversation flows | Conversation Flows |
| Tools | In-Conversation Tools · Chat Tools · Post-Conversation Tools |
| Phone & channels | Phone Numbers · Channel Templates |
| Test | Test a Voice Agent · Test a Chat Agent |
| Reports | Voice Agent Reports · Chat Agent Reports |
Before You Start
- Confirm your role can create and edit agents.
- Decide whether you need a Voice agent (calls) or a Conversation agent (chats) — the prompt, channels, and tools differ by type.
- Prepare the knowledge sources, approved messages, phone numbers, or chat channels the agent should use.
- Decide when the agent should hand off to a human instead of continuing automatically.
Launch Checklist
Before publishing an assistant, confirm:
- The prompt explains the agent's goal, tone, boundaries, and escalation rules.
- The knowledge base contains current answers, pricing, availability, policies, and FAQs.
- The right tools, credentials, templates, phone numbers, and channels are attached.
- Test conversations cover common customer questions and difficult handoff cases.
- Managers know which reports to review after launch.
Common Issues
| Issue | What to check |
|---|---|
| Agent gives incomplete answers | Update the prompt, knowledge base, and attached tools. |
| Calls or chats do not reach the agent | Check phone number, channel, template, and inbox connection settings. |
| Human handoff does not happen | Review escalation instructions, routing rules, and assigned owners. |
| Reports look empty | Confirm the agent is published, connected to traffic, and has completed calls or conversations. |
If Automation → AI Assistants doesn't appear in your navigation, or you can see the Agents list but can't create or edit one, that's a role question — ask your admin to check your access before anything else. Admins also control which phone numbers and chat channels are connected, so missing channels usually start with them too.
Bring in Brixi support when a published agent isn't receiving calls or chats even though the number or channel is connected and your access checks out. Include the agent's name and ID, whether it's a Voice or Conversation agent, and what you expected to happen versus what did.