> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Agents - Captain & Copilot

> Configure intelligent assistants to automate and optimize customer support

# 🤖 AI Agents - Captain & Copilot

Learn to use Chatwoot **AI Assistants** to automate responses, qualify leads, and improve agent productivity.

***

## 📋 What are AI Agents?

**AI Agents** are intelligent assistants that can:

* 🤖 **Automatically answer** frequently asked questions
* 🔍 **Qualify leads** before passing to human agent
* 📝 **Suggest responses** to agents (Copilot mode)
* 🌐 **Translate messages** in real-time
* 📊 **Analyze sentiments** of customers
* ⏰ **Support 24/7** when team is offline

***

## 🎯 Types of AI Agents

<CardGroup cols={2}>
  <Card title="Captain (Autopilot)" icon="robot">
    **Mode:** Fully automatic\
    **Function:** Responds directly to customer\
    **Use:** FAQ, qualification, 24/7 support
  </Card>

  <Card title="Copilot (Co-pilot)" icon="wand-magic-sparkles">
    **Mode:** Agent assistant\
    **Function:** Suggests responses to agents\
    **Use:** Increase speed and quality
  </Card>
</CardGroup>

***

## 🚀 Configure AI Agent

### Step 1: Access Settings

1. Go to **"Settings"** → **"Apps"**
2. Look for **"OpenAI"** or **"Dialogflow"**
3. Click **"Configure"**

### Step 2: Connect AI Provider

#### Option A: OpenAI (ChatGPT)

1. Get your **API Key** at [platform.openai.com](https://platform.openai.com)
2. Paste key in **"API Key"** field
3. Choose model:
   * `gpt-4` - Smarter (more expensive)
   * `gpt-3.5-turbo` - Fast and economical
4. Click **"Connect"**

#### Option B: Dialogflow (Google)

1. Create project on [Google Cloud](https://cloud.google.com)
2. Enable **Dialogflow API**
3. Download JSON credentials file
4. Upload to Chatwoot
5. Click **"Connect"**

### Step 3: Configure Behavior

**AI Personality:**

```
You are a helpful assistant for [YOUR COMPANY].
Be polite, professional and objective.
If you don't know something, transfer to a human agent.
```

**Rules:**

* ✅ Answer product questions
* ✅ Collect contact information
* ✅ Qualify interest
* ❌ Don't promise discounts without approval
* ❌ Don't give complex technical info

### Step 4: Define Operation Mode

#### Captain Mode (Automatic)

1. Enable **"Auto-respond"**
2. Define when to activate:
   * ⏰ **After hours**: Only when offline
   * 🔥 **High demand**: When queue > 10 conversations
   * 🎯 **Always**: For initial qualification
3. Define when to transfer:
   * "I need to speak with a human"
   * "I want to place an order"
   * After 3 messages without resolution

#### Copilot Mode (Assistant)

1. Enable **"Suggest responses"**
2. Configure when to suggest:
   * 💬 Every customer message
   * ⏱️ If agent takes > 30 seconds
   * 🤔 When customer asks question
3. Agent sees suggestion and decides whether to use

***

## 💬 Captain - Automatic Responses

### How It Works

```
Customer: What are your business hours?
🤖 Captain: Hello! Our hours are Monday-Friday, 9am-6pm. 
           Can I help with anything else?

Customer: How much is the premium plan?
🤖 Captain: The Premium Plan costs $299/month. 
           Includes all advanced features.
           Would you like more details?

Customer: I want to buy
🤖 Captain: Great! I'll transfer you to a specialist...
           [Transfers to human agent]
```

### Knowledge Base

To improve responses, feed AI with:

1. **FAQ**: Frequently asked questions
2. **Policies**: Shipping, returns, refunds
3. **Catalog**: Products and prices
4. **Processes**: How your service works

**How to add:**

1. Go to **"Settings"** → **"Help Center"**
2. Create organized articles
3. AI automatically uses them as reference

***

## ✨ Copilot - Agent Assistance

### How It Works

When customer sends message, agent sees:

```
┌─────────────────────────────────────────┐
│ 💬 Customer: How do I cancel?          │
├─────────────────────────────────────────┤
│ 💡 AI Suggestion:                       │
│                                         │
│ "Hi! To cancel, you can:               │
│ 1. Access My Account > Subscriptions   │
│ 2. Click 'Cancel Subscription'         │
│ 3. Or I can do this for you.           │
│ Which do you prefer?"                   │
│                                         │
│ [✓ Use this response] [✗ Ignore]       │
└─────────────────────────────────────────┘
```

**Benefits:**

* ⚡ Faster responses
* 📝 Response standardization
* 🎓 Training for new agents
* 🌐 Automatic translation suggestions

***

## 📊 AI Metrics

Track AI agents performance:

### AI Dashboard

* **Resolution Rate**: % conversations resolved without human
* **Response Time**: AI average speed
* **Satisfaction**: CSAT of AI-handled conversations
* **Transfers**: How many times needed human
* **Savings**: Hours saved from team

### Improve Performance

✅ **Update knowledge base**: More content, better results\
✅ **Analyze transfers**: What couldn't AI answer?\
✅ **Refine instructions**: Adjust personality and rules\
✅ **Test regularly**: Ask questions as customer

***

## 💡 Best Practices

### Transparency

✅ **Identify yourself**: "I'm a virtual assistant"\
✅ **Be honest**: If don't know, say "let me check"\
✅ **Human option**: Always offer to speak with person

### Limits

✅ **Define scope**: What AI can/cannot do\
✅ **Don't promise**: No financial commitments\
✅ **Security**: Don't collect sensitive data unnecessarily

### Continuous Improvement

✅ **Review conversations**: See where AI failed\
✅ **Update content**: Keep knowledge base current\
✅ **Test changes**: Before activating for everyone

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Help Center" icon="book" href="/en/user-guide/help-center">
    Create knowledge base for AI
  </Card>

  <Card title="Automations" icon="bolt" href="/en/user-guide/automations">
    Combine AI with automations
  </Card>
</CardGroup>