Chatbot that answers from documents: an AI agent and handoff to your team

What the template sets up

Three triggers. The /start command opens a greeting with the “Ask a question” and “Call a person” buttons. “Ask a question” replies “Write your question in your own words — I’ll answer from the documents”. The “Any message” trigger passes the question to the “AI agent” block in the “Answer and continue the flow” mode: the agent answers, and the next question goes to it again. A question typed straight away, without tapping a button, also reaches the agent.

Three paths lead to a person: the “Call a person” button, the words “оператор”, “человек” or “позвать человека” (Russian for “operator”, “person”, “call a person”) sent as a whole message, and the “Not understood” output of the “AI agent” block. In all three cases the conversation goes to Conversations through the “Operator” block, and the bot stays silent in it until a team member replies.

Three steps after installing

1. Create an agent in the AI agents section. In the role, write who answers and how: “You are the assistant of Sunshine kindergarten. Answer briefly and only from the knowledge base. If the base has no answer, say so and suggest writing ‘оператор’”. The word “оператор” (operator) is a keyword of this template that calls a team member.
2. Upload documents to the agent’s knowledge base: TXT, MD, CSV, PDF or DOCX. The base limit is 15,000 characters per agent, which is a few pages of text, so take from a thick handbook what people actually ask about. A scan without a text layer will not upload — you need a PDF with text or the text itself.
3. Select the agent in the “AI agent” block and save the flow. Until an agent is selected, the editor does not save the flow and shows “select an AI agent”. Then ask a couple of questions in “Check flow” — including one the documents do not answer.

How to build a base the model reads without mistakes — in the article on the knowledge base for an AI agent.

How the agent answers and when it calls a person

The agent receives the knowledge base together with the question and an instruction to answer strictly from it: if the documents have no answer, it says so directly and suggests an operator instead of making things up. If the agent is not sure of the answer, is not selected, or the model did not respond, the bot writes “I don’t have an exact answer — I’ll pass the question to a team member” and hands the conversation to Conversations. AI does not work on the Free plan: instead of an answer the block writes “AI is available on the Basic plan.” and also calls an operator.

AI agents are available from the Basic plan — 650 ₽ per bot per month, with 150 AI credits per month; an answer on the default model costs one credit. You can try it during the Business trial day. The agent knows only what is in the base: if hours or prices change, update the document in the agent — no need to edit the flow. More about the features — on the AI agent page.

Where it helps and what to keep in mind

Kindergarten and school — the daily routine, what to bring, how to pay, clubs. Clinic — preparation for procedures from the clinic’s leaflet, documents for an appointment, office hours. Property management company — how to submit meter readings, whom to call in an emergency, renovation rules. Everywhere the same: the agent retells your documents and does not give advice of its own.

The “Any message” trigger takes every message outside flows. Flows are checked in the order they were created, so it will intercept keywords of flows created after this template. Create those earlier or make a copy of the template after them — enable the copy and disable the original. The flow works in Telegram, MAX, VK and the website widget. Open the template in your account.