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Introduction

Chat agents provide the same intelligent automation as voice agents, with one key difference: they operate across text-based channels.

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Identical Layout to Voice

Chat agents share the same configuration interface as voice agents, making it easy to switch between the two or run both simultaneously.

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Platform Integrations

The key extra feature – Plug straight into multiple platforms for truly omnichannel conversations:
  • Instagram - Respond to DMs automatically
  • Facebook Messenger - Handle messages 24/7
  • SMS - Text with prospects
  • WhatsApp - Global messaging support
  • Web-chat - Widget for your website
  • Email - Automated email responses

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Model Options

Choose from several AI models to power your chat agent:
  • GPT-4 - Current favorite for most use cases
  • GPT-4o - Enhanced version with improved performance
  • GPT-4.1 - Recommended balance of speed, cost and intelligence
  • GPT-3.5 - Faster and more economical for simple tasks
  • Claude - Alternative model for specific needs
Feel free to experiment to find the best fit for your use case.

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Configuration Options

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Triggers for Campaigns & Keyword Flows

Add a trigger word or phrase (for example “start”).
The agent only wakes up when the incoming message matches the trigger. Perfect for:
  • “DM me START to claim your voucher” Instagram reels
  • Keeping the AI silent while you chat to clients manually
  • Campaign-specific automated responses

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Delay Settings

Minimum delay and maximum delay add a random pause before each reply. Use 30–120 seconds if you want the conversation to feel human rather than instant.

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Knowledge Base

Choose one of three methods to give your agent information:
  1. File upload – Drop PDFs, Word docs, CSVs, plain-text files—anything
  2. Website scrape – Paste a URL; Callgency AI scrapes the site (via Firescraper) into tidy Markdown
  3. Plain text – Paste raw text directly

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Testing & Sharing

Test Agent – Chat straight inside the dashboard to iterate quickly. External Preview (arrow-box icon) – Generates a unique link you can send to a client for live trials. All conversations and tool calls land in Transcripts, so you can review inputs, outputs, and tweak with real data.

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Next Steps