Meet your five agents
3 min readUpdated 11 Oct 2026
In short
insideDM has five agents — Sales & Commerce, Support & Resolution, Feedback & Reputation, Booking & Events and Calls — and each one does one job. Pick yours in AI Studio › Agents. Free runs 1 at a time, Starter 2, Growth 4 and Scale all five.
Where it isAgentAI StudioAgents
Each agent owns one kind of conversation. They all answer from the same knowledge, speak in the same voice and follow the same rules, so you set those up once.
The five agents
| Agent | What it does in your chats |
|---|---|
| Sales & Commerce | Answers product questions with the price and stock from your Catalog, helps the customer choose, takes the order in the chat and sends the payment link. It also answers comments on your posts and replies to your stories — you choose where in its Where it listens. It can ask a few questions of your own on bigger enquiries, like bulk or custom orders. |
| Support & Resolution | Answers “where’s my order?” from the order itself — its stage, its tracking, whether it’s paid — and notes a return for you to review. It answers other questions from what you taught it — your website, documents and saved FAQs — and passes complaints to you. When you reply in a chat yourself, it steps back. |
| Feedback & Reputation | Asks for reviews and feedback after a purchase, thanks happy customers and looks after unhappy ones. |
| Booking & Events | Books appointments and places at your events, and sends reminders. It needs your hours, time zone and at least one service before it can start. |
| Calls | Sends a WhatsApp message when you miss a call, so the customer lands in your inbox. It needs your call forwarding set up and proved with a test call before it can start. When the customer replies, the right agent takes over. |
Payment links and discounts stay off until you switch on Create payment links and Offer an approved discount in the agent’s What it may use step.
How many run at once
Your plan decides how many agents can run together:
- Free — 1
- Starter — 2
- Growth — 4
- Scale — all five
Comment replies, story replies and enquiry questions are part of Sales & Commerce, so none of them uses an extra place. Calls takes a place of its own once it’s on. On a new workspace, Support & Resolution runs until you make your own choice.
When an agent isn’t running, the chats it would have handled come to you instead.
Choose your agents
- Go to AI Studio › Agents.
- Click Choose your agents.
- If your plan has room for a set, pick A shop, A service business or Your own choice. On Free, you’ll see Choose the agent that runs first — pick one.
- Click Turn them on. On Free, the button names the agent you picked.
If every place on your plan is in use, you’ll see which agents are running, a Pause button for each, and See plans.
Start, change or pause one agent
Each card shows Running, Paused or Needs setup, with one button:
- Start walks you through five short steps — What it handles, What it may use, On its own?, How it sounds and Go live — and ends with Start and the agent’s name.
- Manage opens the agent’s summary. Click Try it, type a message the way a customer would and click Run test to see how it’s handled — nothing reaches a customer. Click Pause to switch the agent off, and Done to close.
- Set up appears when there’s something only you can do first, such as Booking & Events’ hours and services, or Calls’ call forwarding.
Changes apply from the very next conversation.