> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/doubletick-ai/ai-agents-and-assistance/introduction-to-ai-agents.md).

# Introduction to AI agents

Learn what DoubleTick AI agents are, what they can do on WhatsApp and phone calls, how to find and manage them, and which plans and AI credits apply.

#### What's covered

* [What AI agents can do](#what-ai-agents-can-do)
* [AI agents vs. basic chatbots](#ai-agents-vs.-basic-chatbots)
* [How AI agents work](#how-ai-agents-work)
* [Navigate the AI agents page](#navigate-the-ai-agents-page)
* [Manage your AI agents](#manage-your-ai-agents)
* [Plans, limits and AI credits](#plans-limits-and-ai-credits)
* [How AI credits work](#how-ai-credits-work)
* [Buy more AI credits](#buy-more-ai-credits)
* [Low-balance alerts](#low-balance-alerts)

DoubleTick's AI agent works like a trained member of your team who never goes offline. It talks to your customers on **WhatsApp chats, WhatsApp calls and regular phone calls (PSTN)**, in 30+ languages, at any hour. It doesn't stop at a reply. It understands what each customer needs, finds the right information and gets the task done. It can qualify a lead, recommend the right product, book an appointment or send a payment link, all inside the conversation.

You train it with your own business information, such as your website, FAQs, catalogue and policies. You then connect it to the tools you already use, like your CRM or booking system. When a conversation needs a person, the agent hands it to your team with the full context, so the customer never has to repeat themselves.

For your business, this means:

* **Faster replies:** Every customer gets an answer in seconds, even at midnight.
* **More conversations, same team:** The agent handles routine chats and calls, so your team can focus on the ones that need them.
* **More leads turned into customers:** Leads are qualified and followed up while they are still interested.

You can set it all up without writing any code.

#### What AI agents can do

<table><thead><tr><th width="216.86663818359375">Capability</th><th>What the AI agent does</th></tr></thead><tbody><tr><td>Answer questions</td><td>Replies using your website, FAQs, catalogue, policies, PDFs, Excel and CSV files.</td></tr><tr><td>Understand voice notes</td><td>Turns a customer's voice note into text, understands it and replies.</td></tr><tr><td>Qualify leads</td><td>Asks about budget, intent, location and preferences, and saves the details as structured lead data.</td></tr><tr><td>Recommend products or services</td><td>Suggests the right option for what the customer needs. For example, "something under ₹2,000 for two people".</td></tr><tr><td>Pull live information</td><td>Reads data from your CRM, booking, inventory or payment systems through APIs and connected tools.</td></tr><tr><td>Take actions</td><td>Books appointments, sends payment links and updates your systems.</td></tr><tr><td>Trigger bot flows</td><td>Starts the right journey based on the conversation.</td></tr><tr><td>Send rich messages</td><td>Shares images, documents, catalogues and payment links on WhatsApp.</td></tr><tr><td>Handle many languages</td><td>Understands and replies in 30+ languages, in chat and on calls.</td></tr><tr><td>Talk on calls</td><td>Handles inbound and outbound WhatsApp calls and phone calls (PSTN). During a WhatsApp call it can send details to the chat, and it records the outcome of every call.</td></tr><tr><td>Work across chat and calls</td><td>Keeps one customer's context when they move between chat and a call.</td></tr><tr><td>Hand over to a human</td><td>Passes the conversation to your team with the full context.</td></tr></tbody></table>

{% hint style="info" %}
Voice note support is being rolled out gradually and may not be on every account. Contact the DoubleTick Support Team to enable it.
{% endhint %}

AI agents help across the whole customer journey: capturing and qualifying leads, selling and recommending, booking appointments, collecting payments, onboarding customers, giving support, gathering feedback and reactivating inactive customers.

#### AI agents vs. basic chatbots

<table><thead><tr><th width="146.4000244140625">Capabilites</th><th width="187.800048828125">Basic chatbot</th><th>DoubleTick AI agent</th></tr></thead><tbody><tr><td>Understands</td><td>Fixed keywords and menus</td><td>What the customer means, in their own words</td></tr><tr><td>Answers from</td><td>A fixed list of FAQs</td><td>Your business knowledge and live data from your systems</td></tr><tr><td>Can do</td><td>Send replies</td><td>Qualify, recommend, book, collect payments and update your systems</td></tr><tr><td>Works on</td><td>Chat only</td><td>WhatsApp chats, WhatsApp calls and PSTN calls</td></tr><tr><td>Hands over</td><td>Often starts over</td><td>Passes the conversation to your team with full context</td></tr></tbody></table>

#### How AI agents work

1. **Understand the customer:** The agent reads the message, or listens on a call, and works out what the customer wants.
2. **Refer to your business information:** It uses the knowledge, FAQs, websites and instructions you have added.
3. **Respond or take action:** It answers, asks a follow-up question, starts a workflow or calls an external system.
4. **Hand over when needed:** When a person is needed, it passes the conversation to your team.

#### Navigate the AI agents page

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FKqFoNpIpNzpu2FQZhNVA%2Fimage.png?alt=media&#x26;token=b906c7cc-3717-4eb0-9121-b36e534f9abf" alt=""><figcaption></figcaption></figure>

To open the page, click **Automate** in the left menu, then click **AI agents**. The page has four tabs:

* **AI agents:** Your list of agents, with a search bar and the **Manage concurrency**, **Import** and **Create new agent** buttons.
* **Knowledge bases:** Shared FAQs, websites and files that any of your agents can answer from.
* **Sessions:** The conversations your agents have handled. Filter by agent and select a session to see its details.
* **Settings:** Choose your **Default AI agent** and manage **Concurrent calls**. The default agent writes suggested replies and writing improvements in the inbox. Only agents that can chat can be chosen.

Each row in the agents list shows the agent's name, its type (Chat, Call or both), how many calls it can take at once, the AI credits it has used, its latency and when it was last updated. Concurrent calls shows "Not set" until you set a number.

#### Manage your AI agents

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FhlAvoe5sqUlxBsrJiKih%2Fimage.png?alt=media&#x26;token=c5bc2a00-a67b-4335-8b37-65efe9514651" alt=""><figcaption></figcaption></figure>

Click the three-dot menu at the end of an agent's row:

* **Export JSON:** Saves the agent as a file. Use it as a backup or to move the agent to another account.
* **View bot logs:** Shows what the agent did.
* **Edit name:** Renames the agent.
* **Delete agent:** Removes the agent.

To bring in an exported agent, click **Import** and select the file.

#### Plans, limits and AI credits

DoubleTick AI is sold as two add-ons: **AI agents and assistants**, and **AI governance**. You can add AI agents and assistants to the **Pro plan or the Enterprise plan.**

**AI agents and assistants: what each plan includes.**

|                                    | Pro plan                             | Enterprise plan                         |
| ---------------------------------- | ------------------------------------ | --------------------------------------- |
| Add-on price (INR plans)           | ₹3,500 per month or ₹42,000 per year | ₹14,000 per month or ₹1,68,000 per year |
| AI credits                         | 3,500 per month                      | 20,000 per month                        |
| AI agents you can create           | Up to 10                             | Up to 50                                |
| Instructions length                | Up to 10,000 characters              | Up to 10,000 characters                 |
| Knowledge base (FAQs and websites) | Up to 50 MB                          | Up to 100 MB                            |

Enterprise customers who need higher credit limits or other higher limits can ask for a customised add-on based on their needs.

**Who can use AI governance:** AI governance is available only on the Enterprise plan. If you are on the Pro plan and want AI governance, upgrade to Enterprise first. On Enterprise you can buy both add-ons. AI governance uses pay-as-you-go AI credits, so you only use credits when a feature runs.

**How much is an AI credit worth:**\
AI credits are charged from your AI credits wallet, which is separate from the wallet you use to send messages. On an Indian (INR) account, 2 AI credits equal ₹1, so one credit costs ₹0.50. The approximate INR cost in the first table below uses this rate. Accounts in other currencies, such as AED, GBP or SGD, are charged in their own wallet currency. See [Buy more AI credits](#buy-more-ai-credits) for how the conversion works.

**AI credit usage: AI agents and assistants**

<table><thead><tr><th width="176.06671142578125">Feature</th><th width="289.199951171875">What it does</th><th>AI credits</th><th>Approx. cost (INR)</th></tr></thead><tbody><tr><td>AI agents (chat)</td><td>Talks to customers on WhatsApp.</td><td>1 per message</td><td>₹0.50</td></tr><tr><td>AI agents (voice)</td><td>Talks to customers on calls.</td><td>10 per call minute</td><td>₹5.00</td></tr><tr><td>AI generate reply</td><td>Drafts a reply from the chat.</td><td>1 per reply</td><td>₹0.50</td></tr><tr><td>AI improve writing</td><td>Fixes grammar, spelling and tone.</td><td>1 per improvement</td><td>₹0.50</td></tr><tr><td>AI reminders</td><td>Helps you set follow-up reminders.</td><td>0.25 per reminder</td><td>₹0.13</td></tr><tr><td>AI chat and call summary</td><td>Summarises chats, and gives call summaries.</td><td>0.5 per summary</td><td>₹0.25</td></tr><tr><td>Call transcription</td><td>Turns a call into a written transcript.</td><td>0.5 per transcript</td><td>₹0.25</td></tr><tr><td>Voice note transcription</td><td>Turns a customer's voice note into text for the AI agent.</td><td>0.5 per voice note</td><td>₹0.25</td></tr></tbody></table>

**AI credit usage: AI governance**

<table><thead><tr><th width="220.00006103515625">Feature</th><th width="336.066650390625">What it does</th><th>AI credits</th></tr></thead><tbody><tr><td>AI custom fields</td><td>Fills custom fields from what the customer said.</td><td>0.25 per conversation scanned</td></tr><tr><td>CX overview</td><td>Flags customer issues and agent misconduct in chats and calls.</td><td>0.25 per conversation scanned</td></tr><tr><td>iRate</td><td>Spots and flags angry customers.</td><td>0.25 per conversation scanned</td></tr><tr><td>AI awaiting reply</td><td>Finds chats where the customer is still waiting for a reply.</td><td>0.25 per conversation scanned</td></tr><tr><td>CEO's digest</td><td>Sends a daily email summary of conversations and key issues.</td><td>0.1 per conversation in each digest</td></tr></tbody></table>

#### How AI credits work

These six rules answer most questions about how AI credits are added, used and renewed.

* **Credits refresh every month:** Your credits renew on the anniversary of the day you bought the add-on. If you buy on the 21st, your credits refill on the 21st of every month. This is independent of your plan's billing day, so even on a yearly plan your credits refill monthly.
* **Nothing is prorated:** If you buy the add-on in the middle of a month, you get the full monthly allowance immediately, and the full amount again a month later.
* **Monthly credits do not carry over:** At each refill, unused monthly credits are replaced by the new allowance, not added to it. Topped-up credits are different, because they carry forward with no end date.
* **One shared balance:** If your account has both add-ons, you get the sum of their credits in a single pool, and every AI feature spends from it.
* **Spending order:** Credits are used in this order: promotional credits first, then your monthly allowance, then topped-up credits.
* **Low-balance alerts:** You can set your own alerts so your team knows before credits run out. See [Low-balance alerts](#low-balance-alerts).

#### Buy more AI credits

Your AI credits wallet is separate from your DoubleTick wallet, which you use to send messages. If you need more AI credits, you can buy them using the balance in your DoubleTick wallet. You can do this at any time, and topped-up credits never expire.

* **INR accounts:** ₹1 equals 2 credits, so one credit costs ₹0.50. This is a fixed rate.
* **Other currencies:** Only INR has a fixed rate. For any other currency, the cost is converted at the live exchange rate, plus an additional cost.

#### Low-balance alerts

When your balance gets low, DoubleTick warns you in two ways:

* **On the dashboard:** When you have fewer than 100 credits left, the dashboard shows a warning.
* **When credits reach zero:** AI features stop working until you top up or your next monthly refill arrives.

You can also set your own email alerts so the right people hear about it early.

1. Go to **Settings** > **Account** > **Email alerts**.
2. Set up to three credit thresholds.
3. For each threshold, add the email addresses that should be notified. Each threshold can notify up to 50 addresses.

To set up wallet balance alerts for message credits, see [How to Set Up Low Wallet Balance Email Alerts in DoubleTick](/settings/how-to-set-up-low-wallet-balance-email-alerts-in-doubletick.md).

#### Key takeaways

* AI agents work on **WhatsApp chats, WhatsApp calls, and phone calls**, then hand over when needed.
* Find them under **Automate** > **AI agents**.
* **AI agents and assistants** is available on Pro and Enterprise. Pro includes **3,500 credits** and up to **10 agents**. Enterprise includes **20,000 credits** and up to **50 agents**.
* **AI governance** needs the Enterprise plan and uses pay-as-you-go credits.
* AI credits use a **separate wallet**. On INR accounts, **2 AI credits equal ₹1**.
* You can buy more AI credits using your **DoubleTick wallet balance**.
* Monthly credits **do not carry over**. Topped-up credits **never expire**.
* Credits are spent in this order: **promotional, monthly, then topped-up**.
* Set up to three email alerts under **Settings** > **Account** > **Email alerts**, so you know before credits run out.
* Click **AI credits** in the left menu to check your balance and the rate card.

#### FAQs

<details>

<summary>Do I need coding knowledge to create an AI agent?</summary>

No. You describe what the agent should do and add your business information.

</details>

<details>

<summary>Can one agent handle both chats and calls?</summary>

Yes. The Type column shows Chat, Call or both for each agent.

</details>

<details>

<summary>Can I use AI agents on the Pro plan?</summary>

Yes. Buy the AI agents and assistants add-on. AI governance needs the Enterprise plan.

</details>

<details>

<summary>How many AI agents can I create?</summary>

Up to 10 on the Pro plan and up to 50 on the Enterprise plan.

</details>

<details>

<summary>How much does one AI credit cost?</summary>

On an Indian (INR) account, 2 AI credits equal ₹1, so each credit costs ₹0.50. On accounts in other currencies, the cost is converted at the live exchange rate, plus an additional cost.

</details>

<details>

<summary>Is the AI credits wallet the same as my messaging wallet?</summary>

No. They are two separate wallets. One pays for sending messages, and the other holds your AI credits.

</details>

<details>

<summary>How do I add more AI credits?</summary>

Buy them using the balance in your DoubleTick wallet. Topped-up credits never expire.

</details>

<details>

<summary>When do my AI credits refresh?</summary>

Every month, on the anniversary of the day you bought the add-on. For example, if you bought it on the 21st, your credits refill on the 21st. Yearly plans also refill monthly.

</details>

<details>

<summary>Do unused credits carry over to the next month?</summary>

No. Unused monthly credits are replaced by the new allowance at each refill. Credits you bought through a top-up carry forward and never expire.

</details>

<details>

<summary>Which credits are used first?</summary>

Promotional credits are used first, then your monthly allowance, then topped-up credits.

</details>

<details>

<summary>What happens if I buy the add-on in the middle of a month?</summary>

You get the full monthly allowance immediately, and the full amount again a month later. Nothing is prorated.

</details>

<details>

<summary>What happens when my AI credits reach zero?</summary>

AI features stop working until you top up or your next monthly refill arrives. The dashboard shows a warning when you have fewer than 100 credits left.

</details>

<details>

<summary>Can I get an alert before my credits run out?</summary>

Yes. Go to **Settings** > **Account** > **Email alerts** and set up to three thresholds. Each threshold can notify up to 50 email addresses.

</details>

<details>

<summary>What if I need more credits or higher limits on Enterprise?</summary>

Contact DoubleTick. The add-on can be customised for your needs.

</details>

<details>

<summary>How do I back up an agent?</summary>

Click the three-dot menu on the agent, then **Export JSON**. Use **Import** to bring it back.

</details>

#### Related articles

{% content-ref url="/pages/V2sD3IwTrLcIuHfMrnL6" %}
[Create an AI agent for WhatsApp chats](/doubletick-ai/ai-agents-and-assistance/create-an-ai-agent-for-whatsapp-chats.md)
{% endcontent-ref %}

{% content-ref url="/pages/h5uPh6F6mnMCELsvysQD" %}
[Create an AI agent for WhatsApp and PSTN calls](/doubletick-ai/ai-agents-and-assistance/create-an-ai-agent-for-whatsapp-and-pstn-calls.md)
{% endcontent-ref %}

{% content-ref url="/pages/iK6sRVICCRSghlJrOwFB" %}
[Understanding AI custom field](/doubletick-ai/ai-governance/understanding-ai-custom-field.md)
{% endcontent-ref %}

{% content-ref url="/pages/qYVBfmJCJGu0izHDy9qa" %}
[CX Overview](/doubletick-ai/ai-governance/cx-overview.md)
{% endcontent-ref %}


---

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