Which assistant fits your channel?
Phone calls require a voice assistant. If you want to offer the same use case for calls and messages, create one assistant of each type.
One chat assistant can be used for both WhatsApp and LiveChat.
Create a new assistant
1
Open AI Assistants
Open AI Assistants in the sidebar and go to Overview.
2
Choose a type
Click Create and choose Voice assistant or Chat assistant. Instant assistant opens the template gallery instead; it is not a third conversation channel.
3
Name the assistant
Confirm the selected type in the Create assistant dialog, enter a name and optionally an internal description, then create the assistant.
4
Configure and test it in the wizard
The new assistant opens in the corresponding wizard. Set its first message and instructions, and test it before use. The settings you see depend on the chosen type.
Duplicate an existing assistant
Want to create a similar assistant for another channel? Under AI Assistants → Overview, open the existing assistant’s ⋮ menu and choose Duplicate. In the dialog, choose the new assistant type – Voice or Chat – and give the copy a name. Choose the same type for a regular copy, or the other type to create, for example, a new chat assistant based on a voice assistant. The original assistant and its type remain unchanged. The existing instructions provide a starting point; review the copy in the wizard and assign it to the appropriate telephony or chat channel. Existing channel assignments do not move to the copy automatically.Set up a voice assistant
For a voice assistant, configure its voice, instructions, and call settings in the wizard. Test it before use. Telephony for voice assistants explains how to make it available by phone.Set up a chat assistant
A chat assistant answers written messages. You can test its replies directly in the wizard first. The chat wizard shows Basics, Behavior & Knowledge, Tools, and Advanced. Settings that only apply to calls are not shown.1
Set the first message
Under Basics, set the First message people receive at the start of a chat. Keep it short and, if possible, ask a question that is easy to answer. This message is configured on the assistant.
2
Describe behavior and knowledge
Under Behavior & Knowledge, explain how the assistant should reply in writing and select a knowledge base if needed.
3
Choose the tools it needs
Under Tools, configure the capabilities the assistant should use in chat. Then test a flow that includes a tool call.
4
Review response style and retention
Under Advanced, find Response style and Chat history retention. The retention setting determines whether and for how long chat contents are stored; it applies to conversations newly started with this assistant.
Test directly in the wizard
Save your changes and click Test chat. Send a message in the test window and check the reply. You do not need to connect a channel for this. The test uses the assistant’s latest saved version. Use Debug mode to show or hide tool calls in the test window. End test ends the current test; you can then start a new one. Test conversations appear under Conversations. Which contents are stored there depends on the assistant’s retention setting.