How do I set up the AI Assistant step?

What is it for?

The “AI Assistant” step answers visitors' free-form questions with AI. The conversation stays on this step; the assistant uses the knowledge base, your tools and integration actions on its own when needed, and moves the flow to another step at the right moment (for example a live agent or a request).

The step is in the “AI” category of the palette. Its panel has the “Content”, “Knowledge”, “Tools”, “Integrations” and “Tracking” tabs.

System prompt and model

1. Write the assistant's first line in “On-screen text” (for example “Ask me anything you'd like to know.”).
2. In “System prompt”, describe who the assistant is, which topics it knows and how it should answer. If it's empty, the assistant can't reply.
3. Optionally pick another model from the “Model” list. “Default provider” uses the default Claude model. The choice applies to this step only; if the chosen model fails, the step continues with the default model.

Knowledge, tools and integrations

The assistant treats these three sources equally and picks which one to check for each question. It doesn't make up what none of them has; it says it doesn't know.

• “Knowledge” tab: “Off”, “All entries” (shared entries and this flow's entries, including ones added later), “This flow's entries only”, or “Entries I choose” (only the ones you turn on; new entries start off). See Knowledge base.
• “Tools” tab: turn on the tools the assistant may call one by one, or choose “All tools” (tools added later are turned on too). Each tool's description tells the assistant which questions it is for.
• “Integrations” tab: turning an integration on opens a window where you pick its actions; the assistant uses only the ones you pick. Use “Configure” to fix fields: a field you fill stays fixed and the visitor isn't asked for it, while a field you leave empty (“Let the AI fill”) is filled from the conversation. Choose places like the board, list or channel here.

Integrations that aren't connected are listed under “Not connected” with a “Connect” link; the assistant can't use them until they are connected.

Handoffs

In the “Handoffs” section, use “Add handoff” to add the steps the assistant may move the flow to, and under each one answer “When should the AI move to this step?”.

For a handoff to a Request step, an empty box uses the default rule: when the visitor wants to talk to a person, or wants to leave a request or complaint. For other steps the editor warns you if no description is written.

Safety and limits

The actions you turn on are called by an AI that talks to your visitors: it can tell the visitor what it reads, and what it deletes or sends can't be undone. Such actions are marked with “Deletes” and “Sends messages” badges in the action list.

To prevent abuse, a workspace can run at most 20 deletions and 100 message sends (WhatsApp, SMS, calls) per hour; Integration Action steps in your flows share the same limit. Turning on many actions can slow down replies, so turn on only the ones you really need.