How messages work
Your agent replies for you
When you connect a messaging channel (WhatsApp, Instagram, or Gmail) to your Aura agent, it starts automatically replying to messages your customers send. The agent uses the information from your knowledge base and the instructions you have provided to hold natural conversations.
What you can do with messages
All conversations from your connected channels appear in one place, organized and easy to browse.
The agent automatically replies to incoming messages. You can enable or disable this for each individual conversation.
You can write messages yourself at any time, just like in a regular messaging app.
Send approved templates, files, photos, videos, and audio directly from the platform.
Before you start
For the messages section to work, you need to have at least one messaging channel connected. If you have not connected any yet, you will see a setup screen with the message:
“Connect a channel to send and receive messages”
From there, you can go directly to Integrations to connect WhatsApp, Instagram, or Gmail.
Once you connect a channel, conversations will start appearing automatically when your customers write to you.
Full control over each conversation
Each conversation has a toggle called Agent replies that lets you control whether the agent should automatically respond in that specific conversation. This is very useful when you want to personally handle a particular customer without disabling the agent for everyone else.
