**AI Agents in Papo (https://papo.global/) are advanced virtual assistants that use artificial intelligence to understand, interpret, and respond to conversations autonomously and contextually. Unlike simple automations, they are capable of maintaining dialogues, qualifying leads, scheduling meetings, and providing first-level support, acting as a 24/7 member of your team.**

While traditional automations follow fixed rules, AI Agents are designed to handle the complexity and unpredictability of human language. They are configured through natural language instructions (prompts) in the **Prompt & AI** module, allowing you to define their personality, goals, and limits without needing code.

## AI Agents vs. Automation Rules

It's important to distinguish AI Agents from Automation Rules. Both automate tasks, but they operate at different levels of complexity.

| Characteristic | AI Agent | Automation Rule |
| :--- | :--- | :--- |
| **Operational Logic** | Conversational, based on dialogue intent and context. | Conditional ("if-then"), based on triggers and keywords. |
| **Complexity** | Manages complex dialogues with multiple steps and questions. | Executes simple, immediate actions (e.g., add tag). |
| **Interaction** | Proactive: can ask questions, seek clarification, and guide the customer. | Reactive: responds to a specific event or condition. |
| **Usage Example** | Qualifying a lead by asking about their budget and needs. | If the message contains "price", assign the conversation to the Sales team. |

## How do AI Agents work in Papo?

The operation of AI Agents in Papo is centered on the **Prompt & AI** module, which serves as the brain of your artificial intelligence operation. The process involves three main components:

1.  **The Prompt:** This is the set of instructions that defines the AI Agent's behavior. In it, you describe who the agent is, its tone of voice, its goals (sell, support, schedule), what it can and cannot do, and provide examples of interactions. A well-written prompt is the key to an effective agent aligned with your brand.

2.  **The Agent:** This is the entity that executes the prompt's instructions. In Papo, there is a "General" agent that serves as the default for the account, but you can create multiple "sub-assistants". Each sub-assistant can have a specific prompt for a different task, product, or channel. For example, one agent for sales qualification on WhatsApp and another for technical support in Instagram comments.

3.  **Association with Inboxes:** An agent, even when configured, only takes action when activated for a specific channel. Within the Prompt & AI module, you associate an agent (General or a sub-assistant) with one or more inboxes (WhatsApp, Instagram, Email, etc.). This gives you total control over where and when the AI should respond.

## Step-by-step: How to configure an AI Agent

Configuring an AI Agent in Papo is an intuitive process, focused on instructions rather than code.

1.  **Access the AI Module:** In the Papo platform's side menu, click on **Prompt & AI**. If it's not visible, ask your account administrator to check your access permissions.

2.  **Select or Create an Agent:** You can edit the default "General" agent or click to create a new sub-assistant. New agents are created as drafts, allowing you to configure them completely before activating them.

3.  **Write the Prompt:** This is the most crucial step. In the agent's editing area, define the instructions. You can use a free text field to describe the expected behavior in detail or fill in the structured sections that guide the creation of the persona, goals, and restrictions.

4.  **Activate the Agent on a Channel:** Go to the **Inboxes** tab within the module. You will see a list of all your connected channels. For each one, activate the AI toggle and select from the menu which agent (the General or a sub-assistant) will be responsible for that channel.

5.  **Monitor and Optimize:** Use the **Statistics** area to track your agent's performance. Analyze successfully sent messages, failures, and ignored interactions to identify opportunities for improving your prompt.

## Frequently Asked Questions (FAQ)

### What is the difference between an AI Agent and a Flow?
An AI Agent is designed for dynamic, open-ended conversations, interpreting user intent in real-time. A Flow is a structured, visual journey with a more defined path, ideal for step-by-step processes like registration or a quiz. They can work together: an AI Agent can initiate a Flow when it identifies a specific intent.

### Can an AI Agent transfer the conversation to a human?
Yes. One of the most important functions of an AI Agent is knowing when to pass the baton. You can instruct it in the prompt to transfer the conversation to a specific team (like "Sales" or "Support") when a lead is qualified, when it doesn't know the answer, or when the customer explicitly requests to speak with a person.

### Do I need to know how to code to create an AI Agent?
No. The configuration of AI Agents in Papo is done through the **Prompt & AI** module, where you write instructions in natural language, as if you were giving orders to a team colleague. No programming knowledge is required.

### Where do I define the AI Agent's personality and tone of voice?
The agent's personality, tone of voice (formal, friendly, technical), name, and role are all defined within the **prompt**. For example, you can instruct: "You are 'Zap', a friendly virtual assistant for Store X. Always respond in a fun way and use emojis."

### Can I have different AI Agents for sales and support?
Yes. Papo allows you to create "sub-assistants". You can configure a sub-assistant with a sales-focused prompt and associate it with your WhatsApp inbox, and another sub-assistant with a technical support prompt to respond to Instagram comments and support emails.

### Does the AI Agent have access to the customer's history?
Yes, the AI Agent operates with the full context of the conversation and the contact's history in Papo. This allows it to provide more personalized answers and avoid asking questions the customer has already answered, providing a smoother experience.

## Read also

*   [What are Automation Rules and how to use them?](/hc/papo/articles/what-are-automation-rules-and-how-to-use-them)
*   [How to transfer a conversation between agents and teams in Papo](/hc/papo/articles/how-to-transfer-a-conversation-between-agents-and-teams-in-papo)

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