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The Assign to AI Agent journey ensures that every new conversation on WhatsApp, Instagram, or Messenger is automatically handled by an AI chatbot instead of waiting for a human agent.
This helps businesses respond instantly, qualify leads, and provide 24/7 support.

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Business Use Case

Imagine running a click-to-WhatsApp ad or sharing a QR code that opens WhatsApp.
  • A customer sends a message
  • The journey automatically assigns the conversation to your AI agent
  • The AI chatbot begins the conversation immediately—asking qualification questions, sharing product info, or guiding the customer through a process
The same setup works for Instagram DMs and Messenger conversations.

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Step 1: Create a Journey

  1. Navigate to Journeys in the left menu
  2. Click Create Journey
  3. Enter a name (e.g., Assign to AI Agent)
  4. Select Blank Journey to build from scratch

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Step 2: Add the Trigger

  1. Add a Trigger → select Conversation
  2. Choose your channel: WhatsApp, Instagram, or Messenger
  3. Select when the journey should run:
    • Conversation Created → triggers every time a new conversation starts
    • First Conversation Created for Contact → triggers only the very first time a customer messages you
    • Conversation Resumed → (optional, used when an existing conversation restarts)

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Step 3: Add Conditions (Optional)

Conditions allow fine control over when the journey runs:
  • Template Message Condition (WhatsApp only)
    • Example: Replies to “Day 1” template → Assign AI Agent A
    • Replies to “Day 3” template → Assign AI Agent B
  • Keyword Condition
    • Example: Customer replies with “Book Appointment” → Assign Appointment AI Agent
    • Customer replies with “Tell Me More” → Assign Product Info AI Agent
  • Exclude Keywords
    • Example: Journey A triggers only for “Pricing”
    • Journey B excludes “Pricing” to handle all other messages
If no conditions are set, the journey will run for all new conversations.

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Step 4: Assign to AI Agent

  1. After configuring the trigger, click the plus icon
  2. Choose Action → Assign to AI Agent
  3. Select the AI Agent you want to handle the conversation
    • Can be a flow-based chatbot or a conversational AI agent
    • Ensure the AI agent is already set up with the logic or content it needs

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Step 5: Publish and Test

  1. Click Save → then Publish
  2. Send a test message to your business channel (e.g., WhatsApp)
  3. The AI chatbot should reply instantly
  4. Go to the Conversations tab to see assigned chats (AI agent conversations are marked with a green dot)
With this setup, Chatzy AI ensures:
  • Instant replies for every new lead
  • Automated qualification and routing
  • Reduced dependency on human agents