1. Two ways to use AI Agents

The same tool works for both your business and your clients' businesses. The important thing is to understand the two scenarios:

1.1. Use them for your own business

If you use Scoreapps for your own company (whether you are an end customer or a Partner who also wants to use the tool internally), AI Agents allow you, for example:

• Answer frequent questions from clients and leads 24/7.

• Explain your services, rates, conditions, processes... without your team having to repeat the same thing over and over again.

• Qualify leads before they speak with your human team (approximate budget, sector, company size, etc.).

• Manage requests (reservations, appointments, budget requests, basic technical support...).

• Centralize all conversations in a unified tray.

1.2. Create them for your clients (Partner Plans)

If you have a Partner Plan, you can use AI Agents as a service that you sell to your own clients:

• You create and train agents from your Scoreapps panel.

• You embed them in the website, app or messaging channels of your clients.

• The chatbot appears with white label: Your customers don't see Scoreapps, they only see your conversational assistant.

• You can offer recurring services: bot maintenance, continuous improvement, new flows, new knowledge bases, etc.

In addition, as a Partner you have access to advanced functions to manage the conversations of all those agents yourself from one unified chat tray.

1.3. Quick Summary of Differences

Your clients' end customers they do not access to Scoreapps. It is you, as a Partner, who manages your agents and optimizes their training as part of your recurring services. 

2. What can an AI Agent do?

An AI Agent in Scoreapps is much more than a simple chatbot that answers “generic things”. You can turn it into a real specialized assistant in your business:

• Answer frequently asked questions using your website, your documents and your own help articles.

• Serve your users on various channels: web, app, PWA, WhatsApp, Facebook Messenger, Telegram, etc.

• Collect emails (when you use it for your own business).

• Show direct links to important resources: prices, forms, demos, booking calendars, etc.

• Accept attachments (for example, a quote, a screenshot, or a document) during conversations.

• It has its own internal knowledge base, as a small helpdesk for each agent.

Typical use cases

• 24/7 Support: resolve questions about schedules, orders, reservations, policies, operation of your app, etc.

• Sales and lead qualification: the agent asks the first questions and, when you detect a hot lead, you can take control of the conversation (in Partner plans) or, if it is an external agent created for a client of yours, you can train him so that once he qualifies the client, he provides him with a reservation link, a WhatsApp number or any other means of contact. 

• Reservations and appointments: guide the user to your reservation system or form.

• Onboarding: Help new users understand how your service or app works, with links to videos and articles.

• Internal assistant: train an agent just for your team, with internal processes, checklists, procedures and documentation.

3. How to create your first AI Agent

3.1. Access the Agents section

1. Enter your Scoreapps panel.

2. Go to the area AI.

3. Click AI Agents.

You will see the list of agents already created, the chat history and the options to manage them.

3.2. Add a new chatbot

1. Click Add new chatbot.

2. The agent configuration panel will open.

3.3. Basic agent configuration

In the first tab you will find the key fields to define the agent's behavior:

1. Chatbot title
   It is the internal name of the agent. Use it to identify it (example: "Main Web Support", "Italy Restaurant Assistant", "Central Real Estate Bot").

2. bubble message
   The text that users will see in the bubble when the chat window is closed.
   Examples:

   • "Do you have questions? I'll help you"

   • "Talk to our assistant"

   • "Can I help you choose your plan?"

3. welcome message
   The first message the agent will send when the user opens the chat.
   Example:

   "Hi! I'm the virtual assistant for [Business Name]. I can help you with questions about pricing, features, and support. What do you need?"

4. Chatbot instructions
   Here you define how you should behave the agent: role, tone, limits and what should be prioritized.
   Example:

   "You are a Scoreapps support assistant. Act in a professional, clear and approachable manner. Respond in short paragraphs and use examples when helpful. If the user asks about prices, always tell them to check the official pricing page. If you don't know the answer, acknowledge the limitation and suggest contacting human support. Add at the end of each message: 'If I can help you with anything else, tell me!'."

   The better you define these instructions, the more precise and consistent the answers will be. At Appcádemy we have a complete lesson on this topic. The more information and examples (positive and negative) you provide to the AI ​​Agent, the better results it will give. 

5. Do not deviate from the instructions
   Activate this option if you want the agent to be very strict and don't go into topics that have nothing to do with your business.

   • Recommended if the bot serves your end customers.

   • You can leave it disabled if you want the agent to have a little more flexibility.

6. Language
   Select the primary language in which the agent should respond.

4. Agent Training

In addition to the instructions, the agent needs knowledge about your business. In the training tab you can:

1. Add a website- The agent will read the pages you indicate and use them as a source of information.

2. Upload documents: PDFs, texts, etc., with important information (conditions, manuals, catalogs...).

3. Paste texts- Blocks of text that you want the agent to know about.

4. Define questions and answers: small FAQ blocks with the exact question and answer.

Please note that the chatbot preview window is visual only. To test the actual behavior, you'll need to embed the agent in a test page and chat with it there.

IMPORTANT: The window on the right is only a visual preview of the chatbot and does not reflect its actual behavior. To successfully test an AI agent, you must embed the chatbot code into any test page or landing page. Once installed, it will respond using all the context you have given it (websites, documents, instructions and Questions and Answers block).

The more content, examples, and guidelines you add to the Instructions field, the better and more accurate your answers will be.

4.1. Helpdesk Function (Help Center-Agents)

Each agent can have its own internal mini helpdesk, made up of items that you create from the customization interface:

• You can add, edit and delete articles associated with each agent.

• Articles can cover topics such as: "How to place an order", "How to book an appointment", "Return policy", "Steps to configure your app", etc.

This is useful whether the agent is for your own business like you set it up for a client (in which case your mini helpdesk will contain the documentation for that client).

5. Personalize the chat and lead capture experience

In the customization tab you can adapt the agent to your brand and activate advanced features.

5.1. Chat appearance

• Widget colors, background and buttons.

• Position on screen (for example, bottom right).

• Agent avatar or icon.

• Message box styles.

You will see the changes in real time in the preview, so you can adjust the appearance until it fits your design.

5.2. Mail collection 

You can activate email collection:

• The agent can ask for the user's email address during the conversation.

• This data is saved and you can consult it from the contact tray linked to your agents.

5.3. Emojis and conversation tone

You can allow the agent to use emojis in their responses to make the conversation closer and more human.
Useful in B2C businesses, in less formal support or on pages where you want to convey closeness.

5.4. Chat attachments

Activate the option attach files so that users can send documents or images.

Typical cases:

• Send a screenshot of an error.

• Attach a document or contract for review.

• Share a previous quote.

5.5. Quick links within the chat

From the customization interface you can enable some links useful:

• Footer Link: This is the link below the chatbot window that you can use to link to your website.

• Whatsapp Link: If you or your client have a WhatsApp for personal attention or reservations, this is the place to link it.

• Telegram Link: The Telegram link can help you expand your Telegram community or that of your clients.

• Video presentation: If you or your client have a presentation or video tour about your products or services, here you can put the link to YouTube or Vimeo.

These links help guide the user to the action that interests you.

5.6. CRM and contacts tray

When you use AI Agents for your own business or your own agency, you have a CRM tray associated with the Real Time Chat functionality.

From this tray you can:

• See in real time what is happening in your agents.

• Check which leads have been generated and what your users are asking.

• Manage and respond to chat conversations in real time directly from the CRM.

• View the history of each contact associated with your conversations.

• Add or edit the data of existing contacts.

This tray centralizes all the information and allows you to combine AI with human intervention in an orderly and scalable way.

6. Where you can display your AI Agent

You can deploy your agents on different channels. Here we summarize the main ones.

6.1. Embed the agent in a web page

1. Copy the agent code from the configuration page.

2. Paste the code just before closing tag </body> of your website.

WordPress with Divi

1. Go to Divi → Theme Options → Integration.

2. Paste the chatbot code there.

3. Save the changes.

6.2. Embed the agent in a PWA

1. In your application, add a function Code.

2. Copy the iframe code of the agent.

3. Paste it into the code box of that function.

Ready! Your AI agent already appears within your PWA.

6.3. Embed the agent in a native App (Android / iOS)

1. On your website (for example, WordPress with Divi), create a blank page. (You can see how to create a Blank page with the WordPress Divi builder by doing CLICK HERE)

2. Add a code module and paste the agent code.

3. Publish the page.

4. In your App, add a function Code and insert an iframe with the URL of that page.

Example:

<iframe border="0" src="https://tudominio.com/pagina-del-agente" style="border:0; height:100%; width:100%;"></iframe>

Replaces https://tudominio.com/pagina-del-agente by the actual URL of your page.

6.4. Other channels (WhatsApp, Telegram, Facebook Messenger…)

To integrate your agents with other messaging channels, see these specific Helpdesk articles:

• How to integrate AI Agents with WhatsApp.

• How to integrate AI Agents with Telegram.

• How to integrate AI Agents with Facebook Messenger.

7. Manage conversations and escalate your human team

In addition to 100% AI-automated chat, you can now take control of the conversation and respond in real time from a unified tray, regardless of where the user has written from.

7.1. Conversation history

From this section you can check the chat history:

• See what your users ask.

• Detect recurring doubts.

• Improve instructions or agent knowledge base.

7.2. Unified Chat Inbox

If you are a Partner, in addition to the history you have a unified conversation tray where the chats of all your agents are centralized, even if they are:

• On different websites and landings.

• In different apps and PWAs.

• Connected to different channels (web, WhatsApp, Facebook Messenger, etc.).

7.3. Escalate a conversation from AI to a human

In Partner plans, your agents can work on mixed mode:

• The user starts by talking to the AI ​​(fast, available 24/7).

• At any time you can press a button to talk to a person.

• The conversation goes to your chat tray and you (or your team) respond in real time from Scoreapps.

Benefits of this mode:

• AI filters and responds to the simple, your team focuses on the highest value opportunities.

• You can detect hot leads and take the conversation right at the key moment.

• Have a single tray to chat with the leads and clients of all your agents, regardless of the channel.

7.4. Examples of using chat with human intervention

• Marketing agencies: AI answers basic questions; When a lead shows intent to hire, your team enters the conversation and closes the sale.

• Businesses with high tickets: AI warms up the lead, resolves basic technical questions and, when the user wants to move forward, you pass to a human advisor.

• Advanced support- The agent resolves frequently asked questions and, if the user requests it, a member of your team comes in for a more complex review.

8. Use case ideas according to your role

8.1. If you use Scoreapps for your own business

Some quick ideas:

• Assistant on your main website- Answer questions about your services, redirect to forms and help book calls or demos.

• Capture bot in campaign landings: Qualifies leads from Ads campaigns and collects key data before scheduling an appointment.

• Support within your App: resolves usage questions, explains features and reduces support tickets.

• Internal assistant for your team: Document processes and let your own team ask the agent how each thing is done.

8.2. If you are a Partner and sell agents to your clients

You can create service packages around AI Agents, for example:

• Restaurants and hospitality: reservations, schedules, menu, allergens, take-out orders, etc.

• Clinics, beauty and health centers: appointments, treatments, approximate prices, preparation before a visit.

• Online stores: questions about products, return policy, basic product recommendation.

• Academies and educational centers: course information, schedules, prices, scholarships, access to campus, student questions.

• Real estate: collection of data from interested parties, explanation of properties, scheduling visits.