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Choose which AI agent answers each channel

Pick the AI agent that replies first on each channel or connection, or send conversations straight to your team.

2 min read

Each channel page has an Answered by setting. It decides which AI agent replies to new conversations on that channel, or whether they go straight to a teammate.

Before you start

Every planNeeds: AI agent routing: Write
  • The AI agent must be active and switched on for this channel on its Deploy tab. Only those agents appear in the list.

Choose for a whole channel

Section titled “Choose for a whole channel”

  1. Go to SettingsChannels and open the channel. For the web messenger, open the AI agent tab.

  2. On the Answered by card, click Change.

  3. Pick one:

    • Organization default: your default AI agent answers. This is the agent marked Default on the AI agents page.
    • An AI agent by name: that agent answers on this channel only.
    • No AI — straight to a human: no AI agent answers. New conversations wait for a teammate.

    Your choice saves straight away.

    You should see ”Channel routing updated.” and a line naming who answers new conversations.

Choose for one number, Page or address

Section titled “Choose for one number, Page or address”

On WhatsApp, Facebook Messenger, Instagram, email and phone, each connection has its own Answered by list. For example, your sales number can go to one AI agent and your support number to another.

Leave it on Same as the channel to follow the channel’s choice, or pick an AI agent or No AI — straight to a human for that connection only.

Who answers when settings disagree

Section titled “Who answers when settings disagree”

Prativani checks, in this order:

  1. A workflow step that names an AI agent. A workflow always wins.
  2. The connection’s own Answered by choice.
  3. The channel’s Answered by choice.
  4. Your organization’s default AI agent.

If the chosen AI agent is switched off or removed later, your default AI agent answers instead. No AI — straight to a human is never overruled by the default.

Common problems

Section titled “Common problems”
The card says conversations go straight to a human, but I didn’t choose that

The card tells you why. Your workspace may have no AI agent yet, your AI agent may not be live, or your default AI agent may not be switched on for this channel. Follow the link or button on the card, such as Set it live, to fix it.

The AI agent I want isn’t in the list

Only active AI agents switched on for this channel are listed. Open the AI agent, go to its Deploy tab and turn the channel on.

I can’t change the setting

You can see who answers, but changing it needs permission. Ask your workspace owner.