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An AI agent is a configured assistant that reads a conversation and produces a reply. You give it a name, a set of standing instructions, and a few rules about when it should step aside — Callivox does the rest, on every channel you connect it to.

The Chatting Agents list

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Where agents live

Agents sit in the Agents section of the sidebar: The whole AI section is Admin only, and it appears only when your plan includes AI. Voice Agents needs a plan with voice as well. See Plans for what your plan covers.

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The three kinds of agent

Chatting agents

Customer-facing. They reply to customers in text on WhatsApp, Telegram, Instagram, Facebook Messenger, TikTok, email and the website widget.

Voice agents

Customer-facing. They answer inbound calls or place outbound ones, speaking to the customer. See Voice agents.

Assist agents

Internal. They never message a customer — they summarize the conversation and draft replies for your human agents. See Assist agents.

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The two reply modes (and the hybrid in between)

A chatting agent replies in one of two ways. You pick which when you create it.

Prompting Agent

“Free-form replies driven by a system prompt.” The agent reads the conversation and writes its own reply, guided by the instructions you give it. Best when questions are open-ended.

Flow Agent

“Script the conversation step by step on a canvas.” The agent follows a flow you draw — send a message, ask a question, branch on the answer. Best when the conversation has fixed steps.
A Flow Agent also has a switch on its General tab labelled Let AI handle off-script messages. Turning it on gives you the hybrid of the two:
When on, the agent follows your flow but falls back to the AI for anything the flow doesn’t cover (Hybrid). When off, it sticks strictly to the flow.
Use hybrid when your process is mostly scripted but customers still ask things you didn’t plan for. See Flows.

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Effort, not models

You never choose a provider or a model. You choose an effort level — Low, Medium or High — and Callivox runs that tier on the best available model. Each level has its own per-conversation credit cost. See Creating an agent and How credits are spent.

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How an agent gets attached to a channel

Creating an agent does not put it to work. An agent replies only where you bind it — a binding says “this agent answers here”. Bindings live on the Bindings tab of the agent editor.

The Bindings tab of an agent

1

Open the agent's Bindings tab

The tab header shows the current count, for example Bindings (2).
2

Click + Add binding

Leave the mode on Single agent. (Use Bind a team to connect a channel to a whole team instead.)
3

Choose a scope

Tenant (everyone) makes the agent your workspace-wide default. Channel binds it to one connected channel. Folder binds it to one inbox folder.
4

Set a priority and click Add

Priority decides which binding wins when more than one could match — the lower the number, the stronger the binding. New single-agent bindings default to 100.
A scope can hold only one binding. If a channel or folder is already bound, remove the existing binding before pointing it at a different agent.
When a message arrives, Callivox picks the answering agent in this order:
  1. An agent pinned to that one conversation from the inbox.
  2. The default agent of the folder the conversation sits in.
  3. The binding on the conversation’s channel (lowest priority number wins).
  4. The workspace-wide Tenant binding.
Bindings scoped to a single conversation appear in the table as Read-only — you manage those from the AI pill inside the conversation. See AI in the inbox. To stop an agent replying everywhere at once without deleting it, turn off Enabled on its General tab. A disabled agent shows an amber Disabled pill next to its name.

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Next steps

Create your first agent

Name it, pick an effort level, and test it in one turn.

Prompt, knowledge and tools

Give the agent its instructions, your documents, and the actions it can take.

Behavior and handoff

Decide when the AI should stop and bring in a person.

Voice agents

Put an agent on the phone.