AI agent questions, answered: what it is and what it can do for your business
An AI agent is a chatbot built on a large language model — it reasons from a system prompt and a knowledge base instead of only following fixed menus, and can qualify leads, book appointments, send payment links or answer support questions across WhatsApp, web and voice. On Convo360, you build one with your own AI model key, no coding required.
- An AI agent uses a system prompt, knowledge base and chosen AI model to reason, unlike a rule-based Guided bot that only follows fixed paths.
- One AI agent can work consistently across WhatsApp, website chat and voice calls from a single Convo360 workspace.
- AI agents can qualify leads, book appointments (Business plan), send Razorpay payment links, and hand off to a human via live-chat or call transfer.
- Setting up an agent needs no coding — just a system prompt, an uploaded knowledge base and a model choice in the Flow Builder.
- The AI should never be relied on for personalised medical, legal or financial advice.
What an AI agent is
What is an ai agent?
An AI agent is software built on a large language model that understands a request and decides how to respond or act, rather than following only fixed menus. On Convo360 an AI agent has a system prompt, a knowledge base and a chosen AI model, and can reply on WhatsApp, web chat or voice calls.
Ai agent kya hota hai?
Simple shabdon mein, AI agent ek software hai jo khud samajhkar jawab deta hai, jaise ek trained staff member. Convo360 mein aap isse system prompt, apne documents ka knowledge base, aur OpenAI, Anthropic ya Gemini jaisa AI model dekar banate hain, jo WhatsApp, website aur call par kaam karta hai.
What is agentic ai for business?
Agentic ai for business means an AI that completes tasks, not just chats: qualifying a lead, booking a slot, sending a payment link, or updating a CRM stage. On Convo360 this combines the Flow Builder's AI Reply block with action blocks like Save CRM lead, Razorpay payment link and appointments.
Does an ai agent hallucinate?
It can, like any LLM-based tool, especially without a knowledge base to ground its answers. A clear system prompt, a lower temperature setting and accurate uploaded documents all reduce this. The AI should never be relied on for personalised medical, legal or financial advice. It should hand that over to a professional.
AI agent vs chatbot vs rule-based bot
Ai agent vs chatbot: what is the difference?
"Chatbot" is the umbrella term for any automated conversation tool; an AI agent is a chatbot that uses a language model to reason and pull answers from a knowledge base, instead of only matching keywords or buttons. Convo360 offers both: Guided (no-AI) bots and AI agents, side by side in one workspace.
How is an ai agent different from a rule-based bot?
A rule-based bot, called a Guided bot on Convo360, follows a fixed decision tree you design in the Flow Builder, so it's predictable but only handles paths you mapped out. An AI agent reads a system prompt and knowledge base to generate its own answer, including questions you never scripted.
Is agentic ai the same as chatgpt?
No. ChatGPT is one consumer product built on OpenAI's models; agentic ai is a broader approach where an AI reasons and takes actions inside a business workflow, such as saving a CRM lead or sending a payment link. Convo360's AI agents can run on OpenAI, Anthropic Claude or Google Gemini, not only one model.
What AI agents can do for a business
Can an ai agent work across whatsapp, voice and web together?
Yes. The same AI agent, with its system prompt, knowledge base and model, can be connected to WhatsApp, the website chat widget, Instagram, Facebook Messenger and inbound or outbound voice calls, giving customers consistent answers whichever channel they choose, all managed from one Convo360 workspace.
Can an ai agent qualify leads automatically?
Yes. An AI agent can ask qualifying questions during the conversation, save the answers as custom fields, and move the contact into the right stage of your CRM pipeline, so your team follows up only on leads that match your criteria. Learn more about what lead qualification means.
What is an ai sales agent?
An AI sales agent handles the early part of a sales conversation: answering product questions from its knowledge base, qualifying interest, and sending a Razorpay payment link or booking a demo. It then hands warm leads to a human through the CRM pipeline or live-chat take-over when needed.
What is an ai customer support agent?
An AI customer support agent answers common questions such as order status, policies and troubleshooting from its knowledge base across WhatsApp, website chat and voice, and escalates to a human in the live-chat team inbox the moment a query needs a person. The bot pauses automatically once a human replies.
Can an ai agent that books appointments work for my business?
Yes, on the Business plan. The agent can check availability and book a slot inside the conversation using the Appointments feature, then send a confirmation, useful for clinics, salons, coaching businesses and any service that takes bookings by chat or call.
Can an ai agent take payments?
An AI agent can't process a card itself, but it can generate and send a Razorpay payment link mid-conversation using the Flow Builder's Razorpay block. The customer pays on Razorpay's own secure page, and Convo360 can update the lead or order once the payment event fires.
Can an ai agent send payment links?
Yes. The Razorpay payment link block can be triggered by the AI agent or a flow condition to send a pay-now link over WhatsApp or web chat, for an order balance, a booking deposit, or a service fee, without you manually creating the link each time.
Can an ai agent transfer a call or chat to a human?
Yes. On voice, a transfer block routes the call to a human agent's number. On chat, the live-chat team inbox lets a person take over any conversation, and the AI automatically pauses replying once a teammate responds, so the customer isn't answered twice.
AI agents for calls, teams and industries
Can an ai agent make outbound calls?
Yes. Using AI voice calls via Exotel, Plivo, Twilio or your own SIP trunk, an agent can dial out for reminders, follow-ups or surveys with voice blocks like play audio, gather input and DTMF menus. Outbound minutes are billed at your telephony provider's own rates, with no Convo360 markup.
Can an ai agent handle both sales and support?
Yes. One agent can cover both if its knowledge base and system prompt address each area, or you can run two separate agents, one sales-focused and one support-focused, in the same workspace and route conversations to each by keyword trigger or channel.
What industries use ai agents in india?
Clinics and hospitals, salons and spas, coaching and edtech, real estate, D2C and e-commerce, restaurants, gyms, jewellery, automobile dealers and hotels are common users in India. Convo360's Template Store has ready-made agents for 20+ industries you can start from and customise.
Building an AI agent on Convo360
Does an ai agent need my own data to be useful?
It helps a lot. Uploading your documents, PDFs or URLs into the agent's knowledge base lets it answer with your actual prices, policies and FAQs instead of generic replies, a method called RAG (retrieval-augmented generation), set per agent alongside the system prompt on Convo360.
What is a system prompt for an ai agent?
The system prompt is the instruction set defining the agent's role, tone and boundaries, for example: "You are Priya fromXYZ Clinic, answer only from the knowledge base, never quote prices not listed." It's set per agent on Convo360. Read more in what a system prompt is.
Can i run multiple ai agents for different purposes?
Yes. Convo360's workspaces let you run several bots, say a sales agent, a support agent and a booking agent, under one login, each with its own system prompt, knowledge base, model and channels.
How do i train an ai agent on my business?
"Training" here means configuration, not model retraining: write a system prompt describing your business and rules, upload documents or URLs as a knowledge base, set the temperature (lower means more consistent answers), and pick a model. See the knowledge base guide for the steps.
Do i need technical skills to set up an ai agent?
No coding is required. You write the system prompt in plain language, upload documents for the knowledge base, choose a model from a dropdown, and connect an AI Reply block in the visual Flow Builder, the same drag-and-drop tool usedfor Guided (no-AI) bots. See getting started.
Example conversation
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Frequently asked questions
What is an ai agent?
An AI agent is software built on a large language model that understands a request and decides how to respond or act, rather than following only fixed menus. On Convo360 an AI agent has a system prompt, a knowledge base and a chosen AI model, and can reply on WhatsApp, web chat or voice calls.
Ai agent kya hota hai?
Simple shabdon mein, AI agent ek software hai jo khud samajhkar jawab deta hai, jaise ek trained staff member. Convo360 mein aap isse system prompt, apne documents ka knowledge base, aur OpenAI, Anthropic ya Gemini jaisa AI model dekar banate hain, jo WhatsApp, website aur call par kaam karta hai.
What is agentic ai for business?
Agentic ai for business means an AI that completes tasks, not just chats: qualifying a lead, booking a slot, sending a payment link, or updating a CRM stage. On Convo360 this combines the Flow Builder's AI Reply block with action blocks like Save CRM lead, Razorpay payment link and appointments.
Does an ai agent hallucinate?
It can, like any LLM-based tool, especially without a knowledge base to ground its answers. A clear system prompt, a lower temperature setting and accurate uploaded documents all reduce this. The AI should never be relied on for personalised medical, legal or financial advice.
Ai agent vs chatbot: what is the difference?
"Chatbot" is the umbrella term for any automated conversation tool; an AI agent is a chatbot that uses a language model to reason and pull answers from a knowledge base, instead of only matching keywords or buttons. Convo360 offers both, side by side in one workspace.
How is an ai agent different from a rule-based bot?
A rule-based bot, called a Guided bot on Convo360, follows a fixed decision tree you design in the Flow Builder, so it's predictable but only handles paths you mapped out. An AI agent generates its own answer from a system prompt and knowledge base.
Is agentic ai the same as chatgpt?
No. ChatGPT is one consumer product built on OpenAI's models; agentic ai is a broader approach where an AI reasons and takes actions inside a business workflow. Convo360's AI agents can run on OpenAI, Anthropic Claude or Google Gemini, not only one model.
Can an ai agent work across whatsapp, voice and web together?
Yes. The same AI agent, with its system prompt, knowledge base and model, can be connected to WhatsApp, the website chat widget, Instagram, Facebook Messenger and voice calls, giving customers consistent answers whichever channel they choose, all from one Convo360 workspace.
Can an ai agent qualify leads automatically?
Yes. An AI agent can ask qualifying questions during the conversation, save the answers as custom fields, and move the contact into the right stage of your CRM pipeline, so your team follows up only on leads that match your criteria.
What is an ai sales agent?
An AI sales agent handles the early part of a sales conversation: answering product questions from its knowledge base, qualifying interest, and sending a Razorpay payment link or booking a demo. It then hands warm leads to a human when needed.
What is an ai customer support agent?
An AI customer support agent answers common questions such as order status, policies and troubleshooting from its knowledge base across WhatsApp, website chat and voice, and escalates to a human in the live-chat team inbox the moment a query needs a person.
Can an ai agent that books appointments work for my business?
Yes, on the Business plan. The agent can check availability and book a slot inside the conversation using the Appointments feature, then send a confirmation, useful for clinics, salons, coaching businesses and services that take bookings by chat or call.
Can an ai agent take payments?
An AI agent can't process a card itself, but it can generate and send a Razorpay payment link mid-conversation using the Flow Builder's Razorpay block. The customer pays on Razorpay's own secure page, and Convo360 can update the lead once payment is confirmed.
Can an ai agent send payment links?
Yes. The Razorpay payment link block can be triggered by the AI agent or a flow condition to send a pay-now link over WhatsApp or web chat, for an order balance, a booking deposit, or a service fee.
Can an ai agent transfer a call or chat to a human?
Yes. On voice, a transfer block routes the call to a human agent's number. On chat, the live-chat team inbox lets a person take over, and the AI automatically pauses replying once a teammate responds.
Can an ai agent make outbound calls?
Yes. Using AI voice calls via Exotel, Plivo, Twilio or your own SIP trunk, an agent can dial out for reminders, follow-ups or surveys with voice blocks like play audio, gather input and DTMF menus. Outbound minutes are billed at your telephony provider's rates.
Can an ai agent handle both sales and support?
Yes. One agent can cover both if its knowledge base and system prompt address each area, or you can run two separate agents in the same workspace and route conversations to each by keyword trigger or channel.
What industries use ai agents in india?
Clinics and hospitals, salons and spas, coaching and edtech, real estate, D2C and e-commerce, restaurants, gyms, jewellery, automobile dealers and hotels are common users in India. Convo360's Template Store has ready-made agents for 20+ industries.
Does an ai agent need my own data to be useful?
It helps a lot. Uploading your documents, PDFs or URLs into the agent's knowledge base lets it answer with your actual prices, policies and FAQs instead of generic replies, a method called RAG (retrieval-augmented generation).
What is a system prompt for an ai agent?
The system prompt is the instruction set defining the agent's role, tone and boundaries, for example: "You are Priya fromXYZ Clinic, answer only from the knowledge base, never quote prices not listed." It's set per agent on Convo360.
Can i run multiple ai agents for different purposes?
Yes. Convo360's workspaces let you run several bots — say a sales agent, a support agent and a booking agent, under one login, each with its own system prompt, knowledge base, model and channels.
How do i train an ai agent on my business?
"Training" here means configuration, not model retraining: write a system prompt describing your business, upload documents or URLs as a knowledge base, set the temperature (lower means more consistent answers), and pick a model.
Do i need technical skills to set up an ai agent?
No coding is required. You write the system prompt in plain language, upload documents for the knowledge base, choose a model from a dropdown, and connect an AI Reply block in the visual Flow Builder.
Related reading
Available across India — see WhatsApp & AI calling automation by state and city.