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The AvoAI Agent handles incoming conversations automatically - replying to contacts, routing based on skills or contact attributes, and escalating to a live teammate when human assistance is needed. It works across SMS, RCS, MMS, and Live Chat in over 100 languages.
No. The AI Agent is only active on conversations it's explicitly assigned to. You control which conversations it handles, either by manually assigning it or by including it in Avochato's auto-assignment and skill-based routing rules.
You configure the agent's behavior through Instructions, structured prompts that define its tone, rules, and how it should respond to specific scenarios. Avochato provides pre-built "Recipes" (templates) to help you get started quickly, and you can enable, disable, or edit individual instructions at any time.
When the agent detects that human assistance is needed, it automatically escalates the conversation to a teammate based on your inbox's routing rules. It also generates an AI-powered summary of the conversation so the human agent can get up to speed instantly.
Agent Assist gives your human team AI-powered tools within every conversation, including suggested replies (Recommendations), sentiment analysis and scoring, ticket summarization, message generation, spelling and grammar checking, and an "Ask Anything" feature for quick answers without leaving Avochato.
You configure escalation behavior in the agent's settings. The agent automatically detects when a conversation requires human assistance, based on your defined instructions, and reassigns it to a live teammate following your inbox's routing and availability rules. You can also set it to skip sending a message to the contact during the handoff.
Yes. Avochato provides a Test Agent Sandbox where you can simulate conversations and verify how the agent responds before deploying it. You can also assign the agent to yourself and initiate a test conversation to confirm behavior in your live inbox without exposing it to real customers.
AvoAI fees are usage-based and deducted in real time from your Avochato account balance. Costs depend on the amount of data processed per interaction. You can monitor real-time AI usage and spend in the Analytics section and on the Billing page.
Yes. AvoAI supports automated replies in more than 100 languages, and responds in the language the contact is using. No separate configuration is needed for multilingual support.
The Helper Agent is a built-in AI tool that assists your team inside Avochato itself, answering internal questions, surfacing relevant information, and supporting agents as they work. It's separate from the customer-facing AI Agent and is designed to help your human reps find answers and move faster during conversations.
