Meet BLE AI
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BLE AI is your CRM’s AI agent: it answers your customers’ questions based on the information sources you’ve added, and when it can’t provide an answer or the customer requests it, it transfers the conversation to your team. This article explains the BLE AI section, how to deploy the agent, and how to monitor conversations handled by the AI.
- BLE AIStart Screen: Setup Status and Statistics
- BLE AI SettingsName, Avatar, Personality, and Basic Rules
- ChannelsEnable AI replies in messaging channels
- InboxView conversations managed by AI
BLE AI section
The BLE AI icon on the left sidebar opens a panel that organizes screens into folders based on their functions:
| Folder | Screens | What is it for? |
|---|---|---|
| (at the top) | Get Started | Installation status, statistics, query your data |
| Information and Behavior | Knowledge Base · Guidelines · Features | What it knows, how it behaves, what it reads from the conversation |
| Automation | Procedures · Workflows · Tools | Multi-step tasks, scripted conversations, integration with your own systems |
| Measurement | Tests · Quality · Insights · Performance | Measuring quality before and during publication |
| Publication | Distribution · Credits | Channel Settings and AI Credits |
| (at the very bottom) | Settings | The agent’s name, personality, and basic rules |
To view the BLE AI menu, you need the "View BLE AI and reports" permission for your role; to make changes, you need the "Manage BLE AI and data sources" permission. The BLE AI › Settings row is visible only to users with administrator privileges.
AI agent
When you first open the BLE AI section, a paused agent named "BLE AI" is already available. The "Enable BLE AI" button in the header of every BLE AI screen activates the agent; when the agent is active, "Pause BLE AI" appears in the same location. A paused agent does not respond to any conversations; knowledge sources, rules, and flows are preserved. Only one agent can be active at a time: enabling one pauses the other.
In the BLE AI › Settings screen, you set the agent’s name and avatar (Identity) as they appear to customers, its tone of voice (Personality: Friendly, Neutral, Professional, Humorous), and the basic rules it will follow in every response.
The "Delete this AI agent" card also deletes the agent's knowledge base, workflows, and tools; this action cannot be undone. Previous conversations conducted by the agent will not be deleted.
1. Start Screen
BLE AI › Get Started consists of three sections. In the “Ask your data a question” field, you can type a question such as “How many conversations did the AI resolve this month?” or select one of the pre-written questions; the answer comes from the panel’s own data—this field does not change anything. "Statistics" shows how many conversations BLE AI participated in, how many it resolved, and how many it handed off to the team within the date range you selected. "Setup" is a seven-step checklist based on your actual data; clicking "Continue Setup" reveals the next missing step:
- Create your AI agent — Customize the name and personality of the pre-built agent.
- Load AI credits — Each response uses one credit; if you have no balance, the agent will transfer each conversation to your team.
- Add the information to be included in the response — Add a website, document, or information note to the Knowledge Base.
- Tell it what to do — Enter at least one rule in the Guidelines screen.
- Don’t just talk—get things done—Set up a procedure or tool.
- Monitor the quality of your responses — Open a monitor on the Quality screen.
- Go live on a channel — Save this for last: an agent who doesn’t know will say, “I don’t know.”
2. On which channels does it respond?
While the agent is active, BLE AI will first respond to every new chat that opens in the live chat on your website. For messaging channels (WhatsApp, Instagram, Messenger, Telegram), you must grant permission separately for each account: Go to Settings › Channels, click on the linked account, and toggle the "AI replies" switch on in the panel that opens. The toggle is off by default; when it’s on, AI credits are consumed whenever a customer types a message.
If 24 hours have passed since the customer’s last message on WhatsApp, BLE AI will not generate a response; outside of this timeframe, only approved templates can be sent. On Instagram and Messenger, this timeframe is 7 days from the customer’s last message.
Distribution: silent calls
BLE AI › Broadcast › On the Distribution screen, there is a card for each channel. When you toggle the "Timeline Open" switch for a channel, it is marked as "Live," and the two settings below the card apply to that channel:
- Remind when the customer is silent — If the customer does not type after BLE AI responds, a "Reminder message" is sent once after the specified time expires (default 3 minutes). If the customer types in the meantime, nothing is sent.
- End the call if there is no activity — If a call remains silent for the specified duration (default: 360 minutes), BLE AI will end it. A call taken over by an agent will not be automatically ended.
3. Transfer to a representative
BLE AI will hand the call over to your team in the following situations:
- When a customer wants to speak with a representative (they can also request this with a single click below the last response they didn’t like in the web chat).
- If you can’t find a sufficiently well-supported answer in your resources, don’t make assumptions.
- When your AI credit runs out.
- When a rotation rule or rotation instruction on the guidance screen is activated.
- When a flow or procedure step is skipped, or when a data binder returns an error.
A transferred conversation is assigned to the first available agent; if no one is available, it remains unassigned, and a new conversation notification is sent to the team. As soon as an agent writes a response to the conversation, they take over the conversation, and BLE AI will no longer speak in that conversation. Writing an internal note does not count as taking over the conversation.
4. BLE AI sections in the Inbox
The BLE AI block in the Inbox panel categorizes conversations that the AI has interacted with based on their status:
| Section | Conversations within |
|---|---|
| All AI Conversations | Conversations involving BLE AI |
| AI solved it | Conversations conducted by BLE AI that end without any agent intervention |
| Agent input required | Conversations where BLE AI is awaiting information from a representative and has not yet been transferred |
| Transferred Items | Calls transferred to an agent |
| Waiting for a customer | Conversations where BLE AI provides a response and it is the customer’s turn |
You can view the AI status of a single call, the "Reason for Transfer" information (e.g., "Customer requested an agent"), and the detected signals in the "AI" section of the Details panel on the call screen.
Frequently Asked Questions
The agent is active but not responding. Why?
Check your credit balance (BLE AI > Publishing > Credits), the account’s “AI Responses” key if it’s a messaging channel, the 24-hour limit on WhatsApp, and whether a representative has taken over the conversation.
Do I need to publish it to try it out?
No. The preview that opens when you click the "Test BLE AI" button also works with a paused agent.