Conversational Agents

Conversational Agents

Set up, launch, and manage agents across SMS, phone, email, WhatsApp, and chat.

What is Conversational Agents?

Conversational Agents is the SWAI app where you build AI agents that talk to your contacts over SMS, phone, email, and WhatsApp — and a Chat Widget you can put on your website.

You use it to:

• Create agents for booking, nurturing, win-back, reviews, or website chat
• Connect the channels those agents use
• Decide how contacts get enrolled (forms, lists, inbound messages, or manually)
• Launch agents when they are ready
• Monitor threads and step in as a human in Conversations

Main screens

Note: Open Agents from the SWAI Dashboard. The app uses your SWAI session — there is no separate sign-up inside Agents.

Before you start

Complete these setup items before you expect an agent to go live. You can create a Draft agent anytime; launching usually needs at least one connected channel (Chat Widget is the exception).

Checklist

1. Open Agents from SWAI
   Use the Agents link in the SWAI Dashboard so you are signed in for the correct brand.

2. Phone / SMS (if you will call or text)

   • Complete Settings → Phone System → Regulatory verification (or go to app.swai.ai/setting/phone-system; compliance bundle and address). Wait for approval when review is required — see Regulatory verification (Phone System).
   • In Integrations / Phone numbers (or Phone System), buy or assign a number.
   • Confirm the number shows Connected (not Needs setup).

3. Email (if you will send email)
   Add and verify a sending address in the SWAI Email System (or go to app.swai.ai/setting/email-system). Only verified addresses appear when you pick an email channel on an agent.

4. WhatsApp (optional)
   Link a WhatsApp Web session in SWAI WhatsApp settings (or go to app.swai.ai/setting/whatsapp; scan the QR code). Then select that session on the agent’s Channels step. To use the same number as a SWAI phone line (verify WhatsApp by voice call via Call Forwarding first), see Connecting WhatsApp to a SWAI Phone Number.

5. Calendar (when booking or no-shows matter)
   Make sure a CalSync calendar exists for your brand if you use:

   • Appointment Setter
   • Database Reactivation with a calendar CTA
   • Nurturing with the Appointment No Show trigger

Important warnings

Warning: A phone number that shows Needs setup will not reliably send or receive SMS/calls until you click Connect / Reconnect.

Warning: Unverified email addresses do not appear in the agent channel picker. Verify them in the Email System first.

Warning: WhatsApp here is a WhatsApp Web session (QR-linked), not mass template blasts. Sessions can disconnect; reconnect in WhatsApp settings if messages stop.

Tip: Set up channels for the brand once, then reuse them across agents. Each agent still needs you to select the channel in its wizard.

Regulatory verification (Phone System)

Many countries and number types require a regulatory compliance profile before you can buy SMS or voice numbers. In SWAI this is Regulatory verification on the Phone System page.

What it is and why it matters

You submit:

• Who the number is for (end user — individual or business)
• Supporting documents required by that country’s rules
• Often a real business address (not a PO Box)

SWAI builds a compliance bundle, submits it for review, and stores the approved bundle (and address when applicable) on your brand’s phone system. Until that profile is ready, buying numbers that need it stays blocked.

Note: Regulatory onboarding is in Beta. If you hit a blocker, email support@swai.ai.

Where to open it

1. In the SWAI Dashboard, open Settings → Phone System (or go to app.swai.ai/setting/phone-system).
2. Click Regulatory verification (top of the page).
3. Complete the 3-step wizard: Country & Type → Documents → Submit.

Warning: The button stays disabled if there is no brand context. Open Settings while signed in for the correct brand.

Flow overview

1. Open Phone System and start Regulatory verification.
2. Choose country, number type, and end-user type; select a regulation.
3. Enter end-user details, address (if required), and upload documents.
4. Review and Submit for Review.
5. Wait until the bundle is approved (if review applies), then buy numbers.
6. If rejected, fix the failure reason and run verification again.

Step 1 — Country & Type

1. Country — Examples available in the UI include United States, United Kingdom, Canada, Australia, and several European countries (Germany, France, Italy, Spain, Netherlands, Belgium, Switzerland, Austria, Sweden, Norway, Denmark, Finland, Ireland, Portugal, Poland, Czech Republic).
2. Number Type — Local, Mobile, or Toll-Free.
3. End User Type — Individual or Business.
4. Wait for Fetching regulations…. When a list appears, choose the matching Regulation (auto-selected if only one).
5. Click Next: Upload Documents.

Warning: If you see No regulations found for the selected criteria, change country, number type, or end-user type and try again.

Tip: Match the country and number type to the numbers you plan to buy. A local UK business profile does not cover every other region or type.

Step 2 — Documents

Fields and accepted document types come from the selected regulation. Fill what the form asks for.

End User Information

1. Complete every required field (all fields except Comments are required).
2. Typical business fields may include business name, registration identifiers, email, and phone. Individuals usually need first/last name and contact details.
3. Use exact legal/business names that match your documents.

Business Address (when shown)

Shown when the regulation needs a business/address document.

Warning: PO Box addresses are not acceptable. Use a real street address.

Supporting Documents

1. Upload at least one file. Use + Add Document if you need more.
2. For each document:
   • File — PDF, JPG, or PNG (max 5MB)
   • Friendly Name — a clear label (for example “Business registration”)
   • Document Type — pick from the types accepted for this regulation (or the single type is filled for you)
3. Optionally click Upload per file now, or leave files selected and continue — they upload when you click Next: Review & Submit.
4. Confirm each file shows Uploaded (or will upload on continue), then click Next: Review & Submit.

Note: If a document type needs an address, fill Business Address before uploading that file.

Step 3 — Submit

1. Review the summary (country, number type, end-user type, regulation, name, document count).
2. Click Submit for Review.
3. On success you see Bundle submitted successfully and a status (often pending-review). You may also see a Bundle SID — keep it if you contact support.
4. Click Done. You can close the dialog and keep using Phone System while review runs.

If submit fails with Compliance Issues, fix the listed problems (documents, fields, or address) and try again from the wizard.

After submit — statuses and buying numbers

When submit succeeds, SWAI stores the compliance bundle (and address when one was created) on the brand phone system. Purchase flows use those values.

Warning: Buying can fail with No valid address bundle/regulatory bundle found in this brand. until verification is complete and the profile is valid for that number.

Tip: After approval, buy or assign the number in Integrations / Phone numbers, then Connect it so agents can use it.

Regulatory verification troubleshooting

Regulatory verification button is disabled

Open Settings → Phone System (or go to app.swai.ai/setting/phone-system) while signed into the correct brand. Without brand context the button stays disabled.

No regulations for my criteria

Change Country, Number Type, or End User Type. Not every combination has a regulation in the picker.

Missing end-user fields / unable to determine friendly name

Fill all required end-user fields (especially business name or first/last name). The friendly name is derived from those fields.

Address information is required / missing street, city, postal, country

Complete Business Address before uploading address-related documents or continuing. Country comes from Step 1.

No accepted document types were found

Go back to Step 1, re-select the regulation, or contact support@swai.ai.

Document upload fails

• Use PDF, JPG, or PNG only, max 5MB
• Choose a Document Type when more than one is offered
• For business/address document types, finish Business Address first
• Prefer clear, legible scans that match the end-user name and registration details

Bundle has no items / missing End User or Supporting Document

Make sure at least one document was uploaded and end-user details were saved before Submit for Review. Wait a moment and try submit again if assignments are still processing.

Submit shows compliance issues or bundle was rejected

• Use the document type the regulation expects
• Match names and registration numbers to the files
• Use a real street address (no PO Box)
• Fix any failure reason shown on the rejected bundle, then start Regulatory verification again

I submitted but still can’t buy a number

1. Confirm the bundle is approved, not still pending-review.
2. Confirm you are buying for the same brand that completed verification.
3. If you see No valid address bundle/regulatory bundle found in this brand., verification did not leave a usable profile — redo the wizard or contact support.
4. Email support@swai.ai with the brand name and Bundle SID (if you still have it).

Quick start

1. Open Agents.
2. Click New agent (or the equivalent create action).
3. Choose how to create:
   • AI draft — describe what you want; SWAI suggests a type and starting config from your brand context.
   • From scratch — pick an agent type yourself.
4. Walk through the wizard steps for that type.
5. Use Testing to send yourself a test call, SMS, WhatsApp, or email (when those channels are selected).
6. Fix anything on the Launch checklist, then Launch agent.
7. Enroll contacts (via triggers or Conversations → Enroll in Agent).
8. Watch replies and enrollments in Conversations.

Note: New agents start as Draft. Only Live (launched) agents enroll contacts and send outbound automation.

Agent types

Pick the type that matches the job. You can create more than one agent (for example one Appointment Setter and one Nurturing Assistant).

Create and launch each agent type

All wizards share the same idea: configure → test → launch. Requirements differ by type.

Appointment Setter

Wizard steps: Agent Name → Channels → Trigger → Messages → Qualifying Questions → Calendar → Testing → Launch

1. Agent Name — Give it a clear name (for example “Main booking SMS”).
2. Channels — Select at least one of Phone, SMS, Email, or WhatsApp. If you select Phone, choose the call voice options shown.
3. Trigger — Turn on how contacts should enroll (see Enrollment triggers). You need at least one.
4. Messages
   • First message — The opening text contacts get when enrolled (you can use placeholders like {{name}}, {{phone}}, {{email}}).
   • System prompt — Instructions for how the AI should behave in the conversation.
5. Qualifying Questions — Add at least one question the agent should work through (use satisfactory answer any for open-ended).
6. Calendar — Connect a CalSync calendar the agent can book on.
7. Testing — Send a test on a configured channel.
8. Launch — Clear the checklist, then launch.

Must be done before launch

• Agent name
• At least one channel
• At least one enrollment trigger
• First message
• At least one qualifying question
• CalSync calendar connected

Database Reactivation

Wizard steps: Agent Name → Channels → Trigger → Messages → Qualifying Questions → CTA → Testing → Launch

Follow the same flow as Appointment Setter for name, channels, trigger, messages, and questions, with these differences:

1. On Messages, also set:
   • Offer — What you are offering to win the contact back (required).
   • Cool-down period — How long to wait after enrollment before sending the first message (Days, Hours, or Minutes). Set to 0 to send immediately.
2. On CTA, choose one:
   • Calendar — Send them to a SWAI calendar to book.
   • Booking agent — Hand them off to a launched Appointment Setter.
   • Custom text & links — Free-form instructions and links.

Must be done before launch

• Agent name
• At least one channel
• At least one enrollment trigger
• First message
• Offer
• At least one qualifying question
• CTA configured (calendar, booking agent, or custom text)

Warning: If a contact replies during the cool-down, the scheduled first message is cancelled. The delay is only for waiting before that first outbound message.

Tip: If you use Booking agent as the CTA, launch the Appointment Setter first — it must already be Live.

Nurturing Assistant

Wizard steps: Agent Name → Channels → Trigger → Message Sequence → Testing → Launch

1. Agent Name
2. Channels — Select channels that match your sequence steps (for example pick Email if any step is Email).
3. Trigger — Including optional Appointment No Show (requires a linked calendar).
4. Message Sequence — Add one or more steps:
   • Channel type: Email, SMS, or WhatsApp
   • Content (and subject for Email)
   • Timing: send immediately or after a wait
5. Testing → Launch

Must be done before launch

• Agent name
• At least one channel
• At least one enrollment trigger
• At least one sequence message with content
• Email subject on every Email step
• Email channel selected if the sequence includes Email
• Calendar connected if you use Appointment No Show
• Form fields if you use the Form trigger

Note: Nurturing is a scheduled sequence, not a free-form live chat agent. Contacts move through the steps you define.

Tip: If you add new steps to a Live nurturing agent, you may be asked whether to send the new steps to people already enrolled.

Review Collection

Wizard steps: Agent Name → Channels → Trigger → Review Settings → Message Sequence → Testing → Launch

1. Agent Name → Channels → Trigger
2. Review Settings (gatekeeper):
   • Satisfaction question
   • Thanks message for positive responses
   • At least one review platform link (Google, Facebook, etc.)
   • Optional: stop the sequence when someone leaves a review
3. Message Sequence — Timed messages after enrollment. Include {{form_url}} so contacts get the review page link.
4. Testing → Launch

Must be done before launch

• Agent name
• At least one channel
• At least one enrollment trigger
• Satisfaction question
• Thanks message
• At least one review platform URL
• At least one sequence message with content
• Email subject / email channel rules same as nurturing
• Form fields if you use the Form trigger (non-rating fields)

Note: {{form_url}} opens the review gatekeeper page (rating → public links or private feedback). It is not the same as the enrollment Form trigger form.

Chat Widget

Wizard steps: Agent Name → Personality → Appearance → Embed → Launch

1. Agent Name
2. Personality
   • System prompt — How the assistant should answer (brand voice, topics, limits).
   • Greeting — First message visitors see when they open the chat.
3. Appearance — Widget title and primary color.
4. Embed — Copy the iframe snippet or the script (embed.js) snippet into your website.
5. Launch

Must be done before launch

• Agent name
• System prompt
• Greeting message

Note: Chat Widget does not require SMS, phone, email, or WhatsApp channels. Brand context is applied automatically — do not put secret API keys in the prompt.

Tip: Launch the widget before you rely on the embed on a live site, then paste the code from the Embed step.

Channels

On the Channels step you attach brand-connected endpoints to the agent.

Rules to remember

• You can combine channels on one agent (for example SMS + Email).
• You pick one value per channel type on that agent.
• If a number or address is already used elsewhere, you may see Connected to [other agent] — that is a heads-up that it is shared.
• Messaging agents need at least one usable channel before Launch.
• Chat Widget is exempt from this rule.

Where to add channels (outside the wizard)

Warning: Empty channel lists in the picker usually mean the brand has not connected that channel yet — fix it in Integrations / Email System / WhatsApp settings, then return to the agent.

Enrollment triggers

A trigger decides how a contact gets enrolled into a Live agent. You can enable more than one.

List options

When By List is on:

• Enroll from lists — Choose which SWAI lists feed this agent.
• Auto-add future contacts — New list members enroll automatically; leaving the list can stop their enrollment path as configured.

Separately, you can enable Add enrolled contacts to lists so anyone who enrolls is also added to chosen CRM lists.

What happens after enroll

Warning: To enroll on SMS, WhatsApp, or phone, the contact needs a phone number. For email, they need an email address. Missing contact details are a common reason enrollment fails.

Tip: Use Manual while you are testing, then add Form / Lists / First Message for production.

Working in Conversations

Conversations is your inbox across channels.

Common tasks

1. Find a contact — Search or select from the contact list.
2. Read the thread — See inbound and outbound messages for that contact.
3. Reply as a human — Send a message yourself on an available channel.
4. Pause AI — Toggle automation off for that contact when you want to take over (AI on / AI paused).
5. Enroll in Agent
   • Choose a Live agent
   • Click Enroll Contact
   • Status feedback may confirm that the first message was sent
6. Manage enrollments (Enrollment panel)
   • Pause / Resume / Cancel an enrollment
   • Review status and the event timeline

Enrollment statuses you may see

Tip: If a manual enroll fails on the first message, the enrollment may be cancelled — fix the channel or contact info and try again.

Common warnings and troubleshooting

I can’t open Agents

Warning: You may see a message about a missing or expired auth link. Close the tab and open Agents again from the SWAI Dashboard.

I can’t launch the agent

Check the Launch checklist. Common blockers:

• No channel selected (except Chat Widget)
• No enrollment trigger enabled
• Missing first message, offer, qualifying questions, calendar, or CTA (depends on type)
• Sequence step empty, or Email step missing a subject
• Email steps without an email channel selected
• Appointment No Show without a calendar
• Form trigger without form fields
• Chat Widget missing system prompt or greeting

My phone number says Needs setup

1. Open Integrations / Phone numbers.
2. Find the number.
3. Click Connect or Reconnect.
4. Confirm it shows Connected, then select it again on the agent.

I can’t buy a phone number

1. Complete Settings → Phone System → Regulatory verification for the brand (or go to app.swai.ai/setting/phone-system; see Regulatory verification (Phone System)).
2. Wait until the compliance bundle is approved when review applies.
3. Try the purchase again in Integrations / Phone numbers.

Common blocker message: No valid address bundle/regulatory bundle found in this brand. That means the brand still lacks a usable regulatory bundle and/or address — finish verification (or fix a rejection) before buying.

If purchase still fails after an approved bundle, contact support@swai.ai with the brand name and Bundle SID.

Email address doesn’t appear

Verify the sending address (and domain, if required) in the SWAI Email System (or go to app.swai.ai/setting/email-system), then refresh the Channels step.

WhatsApp isn’t sending

1. Confirm the WhatsApp Web session is still linked in WhatsApp settings (or go to app.swai.ai/setting/whatsapp).
2. Re-scan the QR if the session dropped.
3. Confirm the agent still has that WhatsApp session selected.

Warning: This path is best for conversational replies, not large cold WhatsApp campaigns.

Contact won’t enroll / first message fails

• Contact missing phone (for SMS / WhatsApp / phone) or email (for email)
• Agent is still Draft (must be Live)
• Selected channel not connected
• For DBR: cool-down still running (status may be pending)

Database Reactivation cool-down surprises

• First message waits for the cool-down you set.
• If the contact replies during cool-down, the scheduled first message is cancelled.
• Set cool-down to 0 if you want the first message immediately.

Number already connected to another agent

You can still use it, but the badge is a reminder that more than one agent may share that number. Prefer dedicated numbers when you need clean routing.

Chat Widget doesn’t show on my site

1. Confirm the agent is Live.
2. Re-copy the embed code from the Embed step.
3. Paste it near the end of your page body (as noted in the snippet).
4. Hard-refresh the page and check for script blockers.

Glossary

Need more help?

If something still fails after the checklist above:

1. Confirm the agent is Live and the channel shows Connected.
2. Confirm the contact has the right phone or email.
3. Check the enrollment status and timeline in Conversations.
4. Contact your SWAI admin or support with the agent name, contact, channel, and what you expected to happen.