AI Agents: knowledge base, testing and usage
Get better answers from your AI agent, test it safely, track usage, and connect your own AI key if you want.
This guide goes deeper than Step 5: Turn on AI replies. Open AI Agents in the left menu. It has three tabs: Playground, Setup and Usage.
How the AI decides what to say
The AI replies using three things:
- Business context & instructions on the Setup tab: who you are, your tone, and rules it must follow.
- Knowledge base documents: the facts it looks up, such as prices and policies.
- The conversation so far with that customer.
If the answer isn't in your instructions or knowledge base, the AI hands the chat to your team instead of guessing.
Write good instructions
A good Business context & instructions box covers:
- Who you are: "We are Kedai Kopi Aurora, a café and coffee-bean shop in Kota Kinabalu."
- Tone: "Friendly and short. Reply in the customer's language."
- What not to do: "Never promise delivery dates or discounts. Never ask for card numbers."
- When to hand over: "If the customer is angry or asks for a refund, hand over to staff."
Build the knowledge base
On the Setup tab, under Knowledge base, click Add document, give it a Title and paste the Content.
Test in the Playground
The Playground lets you chat with your AI exactly as a customer would, without messaging anyone. Ask your customers' real questions. If an answer is wrong or missing, fix the knowledge base and ask again.
Control when it replies
| Setting | What it does |
|---|---|
| Enable AI assistant | Master switch. Turns on Draft with AI in the Inbox |
| Auto-reply to inbound messages | AI answers new messages by itself, when no Flow handles the message and no teammate is assigned |
| Max auto-replies per conversation | AI goes quiet after this many replies in one chat |
| Hand off to | Who gets the chat when the AI can't help. Choose a person or the unassigned queue |
In any chat, your team can click Take over to pause the AI and Resume AI to hand it back.
Track usage
The top of the AI Agents page shows NexusBot AI replies used this month against your plan's limit. Owners and Admins can see more detail on the Usage tab.
Use your own AI key (optional)
By default the provider is NexusBot, which is included in your plan. If you'd rather use your own OpenAI, Anthropic or DeepSeek account:
- On Setup, change Provider and enter the Model name.
- Paste your API key and click Test key.
- Optional: add an Embeddings key (an OpenAI key) to turn on smarter knowledge-base search. Without it, keyword search is used.
- Save.