AI Agents

Configure artificial intelligence agents to automate customer service in Interflow.

Overview

Interflow's AI Agents are intelligent virtual assistants that can handle customers autonomously, answer questions, schedule appointments, transfer to teams, and much more.

🔄 Automatic Flow

When you create an AI Agent, the system automatically generates a linked flow. The agent always operates within this flow, allowing you to combine AI intelligence with other automation nodes.

Available Models

We currently use OpenAI models, divided into two categories:

With Reasoning

Models with advanced reasoning capabilities, ideal for complex tasks.

Model	Description	Cost
GPT-5.2	Latest and most intelligent model	💲💲💲
GPT-5.1	Advanced model with reasoning	💲💲💲
GPT-5	Model with reasoning	💲💲💲
GPT-5 Mini	Economical version with reasoning	💲
GPT-5 Nano	Super economical with reasoning	💲
GPT-5 Chat	Specialized in conversation	💲💲💲

Without Reasoning

Simpler and faster models, ideal for direct tasks.

Model	Description	Cost
GPT-4.1	Intelligent and versatile model	💲💲💲
GPT-4.1 Mini	Low cost with good performance	💲
GPT-4.1 Nano	Most economical, ideal for light tasks	💲

💡 Tip

For most customer service cases, GPT-5 Nano or GPT-5 Mini offer excellent cost-benefit. See more details at OpenAI Integration.

🚀 Coming Soon

New models will be added soon, including Claude (Anthropic), Gemini (Google), and others.

Accessing AI Agents

In the main menu, click AI Agents (🤖)
You'll see a list of all configured agents
Use the search to find agents by name
Click the A → Z button to sort alphabetically

Creating an AI Agent

When creating a new agent, you'll have two options:

Option 1: Generate with AI

Use our AI-assisted generation tool to create the agent's context automatically. Just describe what you want and the AI will create the complete prompt.

Option 2: Create Manually

Create the agent from scratch, configuring each detail manually.

Editor Tabs

The AI Agent editor has 6 main tabs:

1. Context

This is the main tab where you define the agent's prompt/instructions.

Available resources:

Text Editor: Write the agent's instructions, personality, and rules
Generate with AI: Creates context automatically based on a description
Improve: Improves existing text using AI
Questions: View questions the agent couldn't answer (edit mode only)
Extra Contexts: Add supplementary information (e.g., product lists)
Token Usage: Track token consumption in real time (for Interflow)

2. Test

The testing tab lets you chat directly with the AI Agent before going live.

How to Use:

After adding context, click the "Test" tab
Type messages as if you were a customer
Observe the agent's responses
Check if the behavior is appropriate

3. Files

Add media the agent can send during conversations.

Supported file types:

🖼️ Images: JPG, PNG, GIF, WebP
🎵 Audio: MP3, WAV, OGG
🎬 Videos: MP4, WebM
📄 Documents: PDF, DOCX, XLSX

4. Tools

Configure actions the agent can perform. There are two types:

Ready Actions (System)

Pre-configured Interflow actions:

Action	Description
Change Customer Name	Updates customer name in the record
Update Customer Data	Modifies custom fields
Transfer to Team	Routes chat to a human team
Schedule	Creates a new appointment
Confirm Appointment	Confirms an existing appointment
Change Funnel	Moves customer between funnel stages
When Unable to Answer	Defines behavior for unknown questions
Change Return Date	Reschedules automatic follow-up

Custom Actions

Create custom tools for specific integrations.

📖 Learn More

See the full documentation at AI Tools.

5. Knowledge Base

Add internal company documents so the AI consults them during conversations, providing accurate answers without relying on generic reasoning.

How it works:

Each registered document automatically becomes a tool available to the AI. The search is adaptive:

Short documents (up to 3 blocks) → full content returned directly
Long documents (more than 3 blocks) → RAG semantic search returns only the most relevant excerpts

The search uses hybrid technology combining vector embeddings with keyword search, supporting Portuguese, English, and Spanish.

How to add a document:

In the Knowledge Base tab, click "Add document"
Fill in:
- Title – Document name (e.g., Business Hours)
- Description – Content summary; the more specific, the better the AI knows when to call it (e.g., Contains operating hours, holidays and phone for scheduling)
- Language – Main content language
- Content – Full text, with Markdown support
Click "Save"

💡 Tip

The description is the most important field. Use words the customer would use when asking: instead of "General information", write "Contains address, hours, accepted plans and consultation fees".

📂 Organization by subject

Prefer one document per subject (e.g., Hours, Address, Cancellation Policy) instead of one big document with everything. Focused documents generate more accurate answers.

6. Advanced

Detailed agent settings:

Basic Information

Title: Agent identifier name
Default Prompt: Make available to all organizations (superadmins only)

AI Settings

Integration: Choose between Interflow (plan tokens) or custom OpenAI
Model: Select the AI model to use
Temperature (non-reasoning models): Controls response creativity (0.0 to 2.0)
Reasoning Level (reasoning models): Low, Medium, or High
Max Tokens (non-reasoning models): Response token limit
Verbosity (GPT-5 models): Controls response length
Timezone: Sets the timezone for dates and times

Flow Settings

View Flow: Access the agent's linked flow
Reset Flow: Recreates the flow with the default configuration
Triggers: Configure when the agent should be activated

Fallback Integration

Configure a secondary AI agent that automatically takes over when the primary agent cannot respond or reaches a limit.

What it's for

Ensure 24/7 service even when the primary agent is limited
Automatically redirect to a specialized agent for certain topics
Prevent customers from going without a response in error or timeout cases

How to configure

In the agent's Advanced tab, locate the "Fallback Integration" section
Select the fallback AI Agent
Configure desired alerts (notification when fallback is triggered)
Define use cases for automatic activation
Save

AI Credits

AI Agent usage is measured in USD-based credits, providing transparency in cost control.

Credit Types

Type	Description
Plan Credits	Deposited on monthly renewal. Reset when renewed.
Purchased Credits	Acquired separately. Do not expire.
Bonus Credits	Promotional or referral. Do not expire.

Cost Table by Model

Model	Input (1M tokens)	Output (1M tokens)
GPT-5.2	$1.75	$14.00
GPT-5.1	$1.25	$10.00
GPT-5	$1.25	$10.00
GPT-5 Mini	$0.25	$2.00
GPT-5 Nano	$0.05	$0.40
GPT-4.1	$2.00	$8.00
GPT-4.1 Mini	$0.40	$1.60
GPT-4.1 Nano	$0.10	$0.40

💡 Savings

Cached tokens cost up to 10x less. Mini and Nano models are significantly cheaper for high-volume use cases.

Credit Statement

Access the detailed history at Settings → Usage → AI Credits:

Total available balance
Breakdown by source (Plan, Purchased, Bonus)
Full transaction history
Filters by transaction type and usage

Intelligent Follow-up

The AI can automatically adjust follow-ups based on the conversation context.

How It Works

When the customer mentions a future date or indicates this isn't the right time:

"Let's talk Thursday" → AI reschedules follow-up to Thursday
"I'll be back on the 25th" → AI schedules return for the 25th
"I've already closed a deal" → AI pauses the follow-up

Configuring

Access the agent's Tools
Add the "Change Return Date" action
Select the Flow and Node destination
Save

Transfer with Automatic Summary

When transferring a conversation to a human team, the AI can automatically generate a summary:

Edit the "Transfer to Team" action
Check: ✅ "Generate attendance summary on transfer"
Save

The summary includes:

Reason for contact
Main customer questions
Steps already taken
Important data collected

Signature in Messages

Add an automatic signature to AI-generated messages.

How to Configure

The signature is configured in the linked flow, specifically in the Send Text Node.

Access the AI Agent's linked flow
Locate the Send Text node that sends AI responses
In the message field, add the desired signature after the response variable

Example:

text

{{ai_response}}

---
🤖 Message sent by AI

Scheduling Integration

The AI can manage appointments conversationally:

Example Conversation

text

👤 Customer: I'd like to schedule an appointment
🤖 AI: Sure! What day works for you? We have slots Monday through Friday.

👤 Customer: Thursday at 2pm
🤖 AI: We have availability Thursday at 2pm with Dr. John. 
       Shall I confirm the appointment?

👤 Customer: Yes, please
🤖 AI: ✅ Appointment confirmed!
       📅 Date: Thursday, 12/26/2025
       ⏰ Time: 2:00 PM
       👨‍⚕️ Professional: Dr. John
       
       I'll send a reminder 24h before. See you then! 😊

Extra Contexts

Add supplementary information to the agent's context, such as product lists, FAQs, or any content the agent might need.

Available Types

WhatsApp List: Formats content for display in WhatsApp lists

How to Add

In the Context tab, click "+ Add" in Extra Contexts
Fill in title, description, and content
Save

Best Practices

✅ Do

Be specific in the prompt about expected behavior
Provide examples of ideal responses
Limit the scope of action (what AI can and cannot do)
Test extensively before going live
Monitor conversations and adjust the prompt
Use the "Questions" tab to identify context gaps

❌ Avoid

Vague or generic prompts
Allowing the AI to invent information
Excessive autonomy without supervision
Forgetting to configure transfer to human
Ignoring customer feedback about AI

Metrics and Reports

Track your AI Agents' performance:

Resolution rate: % of conversations resolved without human
Average response time: AI speed
Transfers: How many times it transferred to a human
Satisfaction: Customer ratings
Token usage: API consumption

Next Steps

AI Tools - Configure agent actions
Text Enhancer - AI commands for agents
Flows - Integrate AI into flows
Schedule - Configure AI-powered appointments
Settings - AI controls

AI Agents ​

Overview ​

Available Models ​

With Reasoning ​

Without Reasoning ​

Accessing AI Agents ​

Creating an AI Agent ​

Option 1: Generate with AI ​

Option 2: Create Manually ​

Editor Tabs ​

1. Context ​

2. Test ​

3. Files ​

4. Tools ​

Ready Actions (System) ​

Custom Actions ​

5. Knowledge Base ​

6. Advanced ​

Basic Information ​

AI Settings ​

Flow Settings ​

Fallback Integration ​

What it's for ​

How to configure ​

AI Credits ​

Credit Types ​

Cost Table by Model ​

Credit Statement ​

Intelligent Follow-up ​

How It Works ​

Configuring ​

Transfer with Automatic Summary ​

Signature in Messages ​

How to Configure ​

Scheduling Integration ​

Example Conversation ​

Extra Contexts ​

Available Types ​

How to Add ​

Best Practices ​

✅ Do ​

❌ Avoid ​

Metrics and Reports ​

Next Steps ​