The agent is your academy's front desk: it answers questions about schedules, prices and your address, books trial classes in slots that actually exist, tells each student how much they owe and sends them their payment link. It handles WhatsApp, Instagram and Facebook, and hands the conversation over to you when a person is needed.
Where: menu → Agent
Turning it on and off
At the top of the screen you'll find Turn the agent on (or off). When it's off, messages still arrive in the Inbox, but a person answers them. In the Inbox you can see who answers on each channel, and you can turn the agent off for one channel or for a single conversation.
Who it is
- Name: how it introduces itself. If you leave it empty, it introduces itself as the academy's front desk.
- What you teach: filled in automatically from the disciplines in your Catalog.
- Personality: Warm (friendly, the odd emoji), Professional (kind and polished, no emojis), Motivating (full of energy) or Laid-back (relaxed and brief).
- What it does: uncheck anything you don't want it to do (answer schedules and prices, book trials, tell each student what they owe, send them the payment link, take orders from the team, take shop orders). This removes the tool itself: it's not a request the agent could ignore.
- What it never does: make up a schedule, a price or an address; share someone else's balance or details; delete anything; change settings (except billing reminders and late fees, see below); give opinions on injuries or health (it passes those to a person). Below, you can add anything your academy doesn't want it to say.
How it answers
- Language: the language it answers in.
- How the academy talks: the tone, up to 1,200 characters.
- Fixed facts about the dojo: what it answers directly, up to 4,000 characters: ages by category, who the coaches are, what to bring to the first class, whether gis are lent, mat rules, locker rooms, parking. Anything that isn't in your schedule, your plans or here, the agent doesn't know, so it passes it on. Use this example loads a text for you to fill in.
- What it says when it can't answer something.
Who it talks to
The agent knows who each person is by the phone number they write from: it talks to a student about their own account and no one else's, and treats anyone who isn't in your database as a lead. Your team gives it orders from their verified numbers, with the same permissions they have in the panel; anything that changes something (a payment, a sign-up, a cancellation) only happens once the person replies yes. Numbers are added in Team.
The owner or an admin can also ask it to change billing reminders and late fees: “send the reminders on the 10th, 15th and 20th”, “turn on a 5000 late fee on the 22nd”. The agent shows you each setting before and after, warns you if the change won't have any effect (for example, if reminders or automatic invoicing are off) and only saves it once you say yes. It's the same as Fees and late fees in the panel.
They can also ask it to send the payment reminder to one student or to everyone who owes (“send Juan the dues reminder”): it's the same message as the WhatsApp button in Billing, once a day, and it only goes out once you say yes. And if someone on the team doesn't know how to do something in the panel (“how do I add a class?”), the agent walks them through it step by step with this help center and sends them the link.
In Team notifications you choose who gets a WhatsApp message when the agent hands a conversation over to a person or when a payment receipt comes in.
Metrics
In Agent metrics you can see, by period, how many messages it answered, how many were resolved without AI (schedules, prices and balances come straight from the database), how many leads it generated, how many conversations it handed over to a person, errors and cost.