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Wilson Tan
Business Problem:
Customers frequently ask “how do I…” questions about using respond.io — for example, how to set up channels, build Workflows, or especially how to create, configure, and troubleshoot AI Agents.
Today, these questions are mostly handled by an external AI Agent outside the platform (e.g. via WhatsApp). This creates several issues:
  • Help is disconnected from the product experience — users need to leave the app to ask questions.
  • Answers are not context-aware (e.g. which page they’re on, which AI Agent they’re editing).
  • Conversation history and insights are fragmented across tools, making it harder to improve both product and support.
This increases friction for customers who want quick, in-app answers and adds overhead to maintaining a good support experience across multiple channels.
Desired Outcome:
Introduce an in-product AI Assistant that can reliably answer respond.io platform usage questions, with a strong emphasis on AI Agents. Beyond just answering questions, this Assistant should be able to create and edit AI Agent prompts and configurations directly, based on user intent.
Answer Platform Usage FAQs In-App
  • Respond to “how do I…” questions about Workflows, Contacts, Channels, Reporting, Permissions, etc.
  • Provide step-by-step instructions and, where possible, link to or highlight the exact place in the UI.
  • Surface relevant help articles or guides without forcing users to leave the app.
Guide Users in Building AI Agents
  • Ask clarification questions (e.g. target audience, tone, languages, channels, escalation rules) and then generate an AI Agent configuration from that.
  • Automatically draft initial system prompts, knowledge instructions, and behaviors for new AI Agents based on the user’s goals (e.g. support FAQ bot, sales qualification bot, lead routing bot).
  • Suggest templates and best-practice setups for common use cases.
Create & Edit AI Agent Prompts and Configurations
  • Propose concrete changes to existing AI Agent prompts, knowledge instructions, and behavior settings based on user feedback (e.g. “make it friendlier”, “don’t answer pricing questions”, “use shorter replies”).
  • Apply changes to AI Agent prompts and configuration directly from the Assistant (with user confirmation), instead of requiring manual copy-paste or navigation.
  • Keep a human-readable change summary so users can quickly see what was added, removed, or updated in the AI Agent configuration.
Support Editing & Troubleshooting AI Agents
  • Explain where and how to edit prompts, knowledge sources, behaviors, and handover rules when users prefer to change things manually.
  • Help debug issues such as: AI Agent following the wrong flow, AI Agent giving incorrect or outdated answers, AI Agent not respecting certain rules (e.g. escalation, language, tone).
  • Recommend specific fixes and, where possible, offer a “one-click apply” option via the Assistant (e.g. update prompt, adjust threshold, change fallback behavior).
By bringing this AI Assistant inside respond.io and allowing it not only to answer questions but also to create and edit AI Agent prompts and configurations, we reduce dependency on external channels, lower support and onboarding load, and help users successfully build, maintain, and improve their AI Agents and overall platform usage.