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When a customer replies to your WhatsApp messages, an agent can answer for you. You define its role, tone and scope. RevBridge adds your brand guidelines, the campaign context and the customer’s profile to every reply.
Rolling out: this feature is being enabled account by account. If you don’t see it, contact support@revbridge.ai.
Go to Engagement → Agents. The Conversational Agents page lists your agents with their abilities, channels and status. Use the toggle on each row to turn an agent on or off.

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Create an agent

Click New agent. The wizard has five steps.
1

Basics

Give the agent a Name (for example, “Sales assistant”) and an optional Description for your team. Channels shows WhatsApp: agents answer on WhatsApp only for now.
2

Persona

Write the System prompt: the agent’s role, tone and scope, in at least 20 characters. You don’t need to repeat your brand guidelines here; they are added automatically.Under Style & rhythm, pick a Tone (Formal, Friendly, Casual), a Message length (Short, Medium, Detailed) and how much Emoji to use (None, Moderate, Lots). Add anything else in Extra instructions (optional), for example “never promise delivery dates”.
3

Tools

Choose what the agent can do:
  • Conversational opt-out (recommended): registers the request when a customer asks to stop receiving messages.
  • Product search & cards: searches your catalog and sends product messages with image, price and link. This needs an eligible product catalog.
  • Custom tools: calls to your company’s API. See Custom tools below.
In When the agent can’t resolve it, say where to send the customer for things the agent can’t do, such as scheduling, orders or account questions. This keeps it from over-promising.
4

Routing

If you run more than one agent, describe in When should this agent answer? which conversations it should take. Set a Priority: when it’s unclear which agent should answer, the higher priority wins. In Transfer targets, pick the agents this one can hand the conversation to mid-chat.
5

Review

Check the setup and click Create agent. To change an agent later, open it and click Save changes.

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Custom tools

Custom tools let an agent call your own systems, for example to look up an order.
Rolling out: this feature is being enabled account by account. If you don’t see it, contact support@revbridge.ai.
Go to Engagement → Agents → Tools and click New tool.
  • Fill with AI drafts the tool for you. Its cost comes out of your wallet, like other AI features.
  • Mark Write action when the call changes something. The customer then confirms a summary before the call runs.
  • Test for real makes a real call. A tool needs at least one successful test before you can click Activate tool.
  • Turn the tool on for an agent in that agent’s Tools step. A tool you turn on there only joins conversations after you activate it in the Tools tab.
Store the keys your tools use under Engagement → Agents → Credentials. Supported types are Bearer, API key, Basic, Custom header and Login with token (auto-renewed). For login with token, use Test login to check it on its own. A secret is shown only once; after that you see only its last characters.

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Follow what agents say

Agent replies appear in Conversations, in the customer’s WhatsApp thread. You can step in at any time: type in Reply manually… and send. A manual reply goes straight to the customer and doesn’t trigger the agent.