Onboarding: Create an AI Employee
Set up an AI Employee to handle conversations across your channels.
Overview
An AI Employee is a named, configurable AI persona that can answer customer conversations across email, chat, SMS, and phone — on your behalf, in your voice, drawing on whatever you've taught it.
The AI Employee creation screen
Screenshot coming soon
Why it exists
Most small businesses can't staff every channel around the clock. An AI Employee exists to cover the routine, repetitive parts of customer conversation — answering common questions, qualifying leads, booking basic requests — while handing off anything that needs a human touch.
Benefits
- Works across every connected channel at once — one AI Employee, not a separate bot per channel.
- Learns from what you upload in Train Your AI, so answers reflect your actual business, not generic scripts.
- Can be configured to draft-only (you approve every reply) or to reply automatically for routine questions, depending on how much you trust it early on.
Step-by-step guide
- Go to AI Features → AI Employees and click Create AI Employee.
- Give it a name and choose a tone (friendly, professional, concise, etc.).
- Choose which channels it should be active on — you can start with just one (like website chat) and expand later.
- Choose its autonomy level: draft-only for review, or auto-reply for clearly low-risk questions.
- Continue to Train Your AI so it has real information to draw from.
Tips
- Start in draft-only mode for the first week or two — reviewing its drafts is the fastest way to see where it needs more training material.
- Give it a real name and personality that matches how your business actually talks to customers.
Best Practices
- Revisit its autonomy setting periodically as you build confidence — many businesses start draft-only and move specific channels to auto-reply once they've reviewed enough real conversations.
Common Mistakes
- Turning on full auto-reply everywhere on day one. Without training material, an untrained AI Employee will fall back to generic answers — train it first.
- Creating a new AI Employee for every channel. One AI Employee covering multiple channels keeps its knowledge and voice consistent; separate ones fragment both.
Troubleshooting
If replies feel generic or occasionally incorrect, that almost always means it needs more source material — see Train Your AI rather than adjusting tone settings.
Frequently Asked Questions
Yes — some businesses create separate ones for very different purposes (e.g., sales vs. support), though a single well-trained one is enough for most.
Yes, once phone is connected, an AI Employee can answer and place calls depending on configuration.