Customer: I need a hand with my order. Agent: I can see it. It ships tomorrow. Customer: Can I change the address? Agent: I'll pass that to a teammate.
I need a hand with my order.
Easy questions are stuck in the same queue as hard ones.
It answers on SMS or email from your instructions, and passes the thread when a person should.
Customer: I need a hand with my order. Agent: Happy to help. It ships tomorrow. Customer: Can I change the address? Agent: Sure thing. What's the new one? Customer: 14 King St, instead of 9. Agent: Thanks. I'll pass that to a teammate. Customer: Will they see this thread? Agent: Yes. They'll have this whole chat.
Instructions are the policy. The model does not invent a new one.
Describe who is replying, which questions it may answer, and what it must hand to a person. Pull the customer’s name and account details in with @ variables. A missing name stays unknown so the reply does not guess one.
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Hand off, then the workflow assigns the human
The agent can end a turn as a handoff when the request needs a teammate. You can also hand off after too many turns or too many off-topic replies. That branch can create a task, notify the owner, and leave the transcript on the contact.
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Email stays on the subject. SMS stays on the number.
Choose email, SMS, or automatic. Email uses a verified mailbox and keeps later replies on the first subject. SMS uses your Twilio number. The step listens for the customer’s next message and continues the same conversation until an exit fires.
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STOP still means stop, even on a support thread
Opt-out ends the chat and can apply a tag. If that tag is already on the contact, the step sends nothing. A daily cap and a silence timeout keep a stuck thread from messaging forever. Keep chatting is available when you want the agent to stay after the question is resolved.
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FAQ
Common questions
What is an AI support agent in NinjaPipe?
It is a conversation agent whose goal is to help a customer. It replies on that contact’s SMS or email using the instructions you write, then hands the thread to a person when it should, they opt out, or they go quiet.
Where does the AI support agent reply?
On SMS and email threads attached to a contact in your workspace. SMS uses your Twilio number. Email uses a verified mailbox and stays on the same subject after the first message.
When does a person take over?
When the model marks a handoff, when the turn limit is reached, or when off-topic replies hit the limit you set. The Hand off branch can assign a teammate and create a task. The reply text and outcome are available to those steps.
Can a customer opt out?
Yes. STOP, unsubscribe, and stop all end the thread on the Opted out branch. You can apply an opt-out tag. A contact who already has that tag gets no further message.
What does the agent know?
What you put in the goal and instructions, plus CRM fields you insert with @. It answers from that brief. Questions outside it can be marked off topic and, after the limit you set, handed to a person.
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