v2026.8.23
Release date: August 27, 2026
New Features
Run an AI Agent on a message
From the menu of a customer or agent message, the attendant chooses Run AI agent, picks an organization agent, and runs only that prompt — without starting a flow.
The model receives only the selected message, plus date, channel, and customer data. It does not read the chat history. Tools (CRM, tags, funnel, knowledge base, create chat) are the same as on the agent. If Send messages from the agent is on, the reply goes to the chat; if not, the agent only acts on the profile and the conversation.
It does not create a flow session and does not change a flow already running on the chat.
Full guide: AI Agents — Run on a message
What is it for?
- Classify, extract data, or update the customer from a single message
- Reply with the agent without firing the whole flow
- Reuse the same prompt as the flow, scoped to that message
How to use?
- Open the conversation and the message menu (customer or agent)
- Click Run AI agent
- Search and select the agent (list is alphabetical)
- Confirm. Wait for processing
Who can run it
Permission matches starting a flow: admin and owner always can. If the organization blocks flows while attending, other users also cannot run the agent in that case.
Benefits
- A one-off action without occupying the chat flow
- Same tools and send rules as the agent
- Lean context: only the selected message