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WhatsApp support is live on every plan

One chat window. An agent for each department.

Each conversation goes to the agent whose keywords match its first message. Every agent has its own documents, instructions and the conversation history in view.

Create your accountMeet the example agents

First message

My order arrived broken. Can I return it?

  • Alex, support agentkeyword match
  • Jordan, sales agentSales
  • Taylor, product agentProduct
  • Devin, developer agentDeveloper
  • Sam, privacy agentPrivacy

Support, sales, developers. Each desk gets its own agent.

These are example agents. You write the instructions and upload the documents for your own.

  • Support

    Alex, support agent

    Customer support

    Answers questions about orders, tracking, warranty claims and returns from your policy documents, and walks customers through troubleshooting steps.

    Specialties

    • Order and account questions
    • Step-by-step troubleshooting
    • Warranty and returns
    • Handoff to your team

    Reads from

    • Return and refund policies
    • Shipping options
    • Account security steps

    Routes on

    • refund
    • return
    • order
    • shipping
    • tracking
    • cancel
    • warranty
    • broken
    • invoice
  • Custom

    Your own agent

    Your instructions, your documents

    Set up an agent for your own workflow: write its instructions, choose the keywords that route to it, add guardrails, and give it its own documents.

    Specialties

    • Custom instructions
    • Routing keywords
    • Its own documents

    Routes on

    • custom
    • my agent
    • create

Every question sorted. It reaches the right agent.

When a conversation starts, its first message is matched to an agent by keyword. That agent keeps the conversation. Anything it can't answer goes to your team.

How a question is routed

  1. Question

    Customer question arrives

    From the website widget (WebSocket) or WhatsApp (Meta Cloud API)

  2. Routing

    Keyword match

    The first message is matched to the agent whose keywords fit best

  3. Agent

    Matching agent

    The support, sales or product agent takes the whole conversation

  4. Your documents

    Document search

    Finds matching passages and checks the confidence score

  5. Customer reply

    Streamed reply

    The answer streams to the customer with its sources

  1. 01

    Keyword match at the start

    The first message is checked against each agent's name, role and routing keywords: returns and orders go to support, pricing questions go to sales.

  2. 02

    Quick path for greetings

    Greetings and simple questions get a short reply without a full document search.

  3. 03

    Matching agent takes over

    The conversation goes to the agent with the right instructions and documents for that topic, and stays with it.

  4. 04

    Human fallback

    If the agent is not confident in an answer, or the question needs a person, the chat moves to your agent inbox.

From agent to person. Nobody starts from scratch.

  • Context carries across sessions

    Conversation history and customer context are kept between sessions, so customers do not have to repeat themselves.

  • People take the hard ones

    If the agent is not confident in an answer, or the question needs a person, the chat moves to your agent inbox with the whole conversation.

Team inbox with a chat handed off by the AI, the full conversation, and a team replyTeam inbox with a chat handed off by the AI, the full conversation, and a team reply

Your workflow. Your agent, your rules.

Create custom agents in the admin dashboard. For each one you can:

  • Write its instructions
  • Choose the keywords that route to it
  • Give it its own documents
  • Add guardrails
  • Set its tone
Starter
5
custom agents
Pro
25
custom agents
Premium
100
custom agents
The agents screen in your dashboard
Agents screen with three agents, each with its own knowledge documents and channelsAgents screen with three agents, each with its own knowledge documents and channels

Passages it found (sample data)

  • Refund and warranty policy (sample)

    Support policy · relevance 0.90

    Customers can get a full refund within 30 days of receiving their order, with no restocking fee.

  • Pricing FAQ (sample)

    Pricing · relevance 0.85

    Annual billing costs less than paying monthly, on every plan. There are no per-resolution fees.

Asked before you sign up.

Straight answers about accuracy, setup and your data. Anything else, our team is a message away.

  • How does LayBuild AI decide which agent answers a conversation?

    How does LayBuild AI decide which agent answers a conversation?

    When a conversation starts, the first message is matched against each agent's name, role and routing keywords, and the best match takes the conversation (for example support, sales, product or developer). If nothing matches, the support agent takes it. The conversation stays with that agent, and each agent has its own instructions and documents.

  • Can I create a custom AI agent persona with custom instructions?

    Can I create a custom AI agent persona with custom instructions?

    Yes. In the admin dashboard you can create custom agents (5 on Starter, 50 on Pro, 125 on Premium), write their instructions, set the routing keywords, upload their documents, and choose their tone.

  • Does the AI agent remember customer context across sessions?

    Does the AI agent remember customer context across sessions?

    Yes. LayBuild AI keeps the conversation history and customer context across sessions, so customers do not have to repeat themselves.

  • What happens when a question needs a person?

    What happens when a question needs a person?

    If the agent is not confident in an answer, or the question needs a person, the chat moves to your team inbox with the whole conversation, and someone on your team replies from there.