The Kanal AI Agent is a smart assistant trained on your brand, your Shopify catalog, and your FAQs. It answers your customers automatically on WhatsApp: in your name, with your tone, 24/7.
Concretely, every time a customer sends you a message on WhatsApp, the AI Agent analyzes the request, looks for the answer in your knowledge base (website, products, Q&A), and replies within seconds. If the request is beyond its abilities, it automatically hands the conversation off to your team.
To enable the AI Agent, go to AI Agent in the left menu. You land on the welcome page, which walks you through how it works and how it's priced.
Click Activate AI Agent
Read the billing terms (0.05€ per AI message, deducted from your balance)
Check the acceptance box and confirm
Once enabled, you are redirected to the automatic setup wizard.
This is the most important step! Auto Setup analyzes your website to automatically extract your brand identity, your tone of voice, and your frequently asked questions.
Enter your website URL (e.g. www.your-store.com)
Kanal analyzes your site and pre-fills the information: brand name, tone, formality, detected FAQs
Review and adjust the results if needed, then confirm
Don't worry, you can change everything later in the personality settings.
The AI Agent relies on three types of sources to answer your customers. The richer these sources, the more precise and relevant the answers.
Kanal crawls the pages of your website and indexes them automatically. The AI can then answer questions about your shipping terms, your return policy, your commitments, and more. You can launch a crawl from the Website tab and follow the progress in real time.
If your store is connected to Shopify, Kanal automatically syncs your product catalog. The AI can then recommend products, share pricing information, available sizes, and more. You choose which products are visible to the AI from the Shopify tab.
Do you get recurring questions specific to your business? Add them manually in the Custom Q&A tab. Think of it as an internal FAQ the AI checks first. For example: "What is the delivery time for France?" → "We deliver within 48 hours in mainland France."
The Personality tab lets you shape how the AI talks to your customers. It has four sections:
Tone & Style: pick the tone (casual, standard, premium, or luxury), the formality (formal or informal address), emoji usage, and answer length
Vocabulary: define the welcome message, the sign-off phrase, favorite expressions, and forbidden words
Custom instructions: write precise guidelines the AI will follow (e.g. "Never offer a discount", "Always recommend our premium line first")
Business context: fill in your shipping information, return policy, opening hours, and current promotions
Before turning the AI loose on real customers, test it in the Playground. It's a WhatsApp conversation simulator built right into Kanal. Send messages the way a customer would and check that the answers match your expectations.
If an answer doesn't work for you, go back to the personality settings or enrich your knowledge sources. The AI improves as you fine-tune its configuration.
The AI Agent knows when it can't answer. After a configurable number of attempts (3 by default), it automatically hands the conversation off to your team and flags the contact as "needs human attention".
In the Notifications tab, set up to 5 email addresses that will receive an alert on every escalation. You keep full control: the AI is there to assist you, not to replace you.
The AI Agent is billed on usage: 0.05€ per message sent by the AI. This amount is deducted from your existing Kanal balance, exactly like your regular WhatsApp messages. No extra subscription, no hidden fees. You can turn the AI Agent off at any time from the menu, with no commitment.
24/7 answers: your customers get an immediate reply, even at night and on weekends
Tailored to your brand: tone, vocabulary, and knowledge adapted to your world
You stay in control: automatic escalation, one-click on/off, and testable before going live
