From conversations to action: The AI Agent era begins

REVE Chat V6.2.0 is taking customer automation beyond traditional chatbot flows with the launch of AI Agent automation.

Businesses can now build, train, and deploy AI Agents that do more than answer questions. They can understand customer intent, connect with business data, trigger API actions, recommend products, qualify leads, route conversations, and hand over to human agents when needed.

With the built-in AI Agent Builder, teams can create agents around their own channels, data sources, workflows, actions, and escalation rules, all without being limited to rigid templates.

This release also introduces improved WhatsApp campaign workflows from Contacts and Inbox, helping teams re-engage inactive customers, continue conversations after messaging windows expire, and recover conversations that would otherwise be lost.

What’s New at a Glance

AI Agents in REVE Chat

AI Agents are now part of the REVE Chat customer engagement experience, giving businesses a more flexible way to automate conversations across support, sales, e-commerce, and operations.

The experience is built around an AI Agent Builder, allowing teams to create AI Agents that reflect their own channels, business context, workflows, and handover needs instead of relying only on fixed chatbot flows.

This section covers how AI Agents can be built, connected, deployed, monitored, and used across real customer-facing workflows.

Build AI Agents around your business, not fixed templates

The AI Agent Builder is designed for businesses that need more than predefined chatbot paths. Teams can create AI Agents based on their own channels, business data, workflows, escalation rules, and customer use cases.

This means businesses can start quickly, but they are not limited to a generic template. They can build AI Agents for support, sales, ecommerce, operations, or industry-specific workflows using the data and actions that matter to their business.

Result: Businesses can launch AI Agents faster while still keeping the flexibility to customize how each agent responds, acts, escalates, and connects with business systems.

Built for omnichannel customer conversations

Our AI Agents can be deployed across key customer-facing channels, including:

• Website
• WhatsApp
• Facebook comments and direct messages
• Instagram comments and direct messages
• Shopify Store

This helps businesses provide faster responses and consistent automation across the channels where customers already interact with the brand.

Result: Businesses can automate high-volume customer queries across multiple channels without forcing teams to manage disconnected automation workflows.

Connect AI Agents with Your Business Data

Businesses can connect AI Agents with multiple knowledge and data sources, including:

• Uploaded documents
• FAQs
• Help center articles
• API responses
• Product catalogs
• Shopify tools
• Google Sheets
• Website training
• Shopify product image training

AI Agents can work immediately by fetching real-time data through APIs, Shopify tools, or Google Sheets. Businesses can also improve the AI Agent by adding knowledge bases and data sources.

Result: AI Agents can give more accurate, context-aware answers using the business’s own data instead of relying only on static chatbot scripts.

Designed for Ecommerce, Support, Sales, and Operations

Our AI Agent automation is useful across multiple teams and industries.

For Ecommerce Teams

Use AI Agents to answer product questions, recommend products, check order status, recover abandoned conversations, and guide customers toward purchase.

For Customer Support Teams

Automate repetitive questions, create tickets, route complex issues, and transfer conversations to human agents when needed.

For Sales Teams

Qualify leads, collect customer information, create bookings, and trigger follow-up actions.

For Operations and BFSI Teams

Automate service-related processes, fetch customer or service data through APIs, and guide customers through structured workflows.

Result: Businesses can use one AI automation layer across multiple customer-facing teams instead of treating AI as a support-only tool.

Guardrails, Escalation, and Human Handover

AI automation needs control. Our AI Agent includes guardrails that allow teams to define how the AI Agent behaves and what it can do.

Businesses can configure:

• Agent behavior and instructions
• Escalation rules
• Fallback responses
• Human handover
• API permissions

When the AI Agent cannot resolve a query, it can:

• Ask clarifying questions
• Provide a fallback response
• Transfer the chat to a human agent
• Trigger a specific flow
• Create a support ticket

Result: Businesses can automate more conversations while still keeping agents involved when human judgment is required.

Track AI Agent Performance

REVE Chat also gives teams visibility into how AI Agents are performing across customer conversations.

Teams can track:

• AI conversations
• Handovers
• Visitor sentiment
• Conversation source
• AI credit usage

Result: Businesses can monitor AI performance, understand where automation is working, and identify where human support or workflow improvements may be needed.

Targeted WhatsApp Campaigns

This release also improves how businesses use WhatsApp campaigns for customer re-engagement and follow-up.

Previously, campaigns were mainly designed for bulk sending. With this update, businesses can now send WhatsApp campaigns to more specific audiences and directly from customer conversation contexts.

Send Campaigns from Contacts and Inbox

Teams can now send WhatsApp campaigns to:

• Specific customers
• Selected contacts
• Uploaded contact lists or phone numbers
• Customers from active or inactive Inbox conversations

Agents can also send WhatsApp campaigns directly from Inbox or the agent panel when a customer conversation requires follow-up.

Result: Teams can move beyond bulk-only campaign sending and continue conversations without forcing agents to switch tools.

Recover Inactive and Abandoned Conversations

In real support and sales workflows, conversations often stop before the issue is resolved.

For example:

• The visitor leaves the website before seeing the agent’s response
• The agent replies later, but the customer is no longer active
• The messaging window has expired
• The team was offline or overloaded
• The customer asked a question but did not return
• The agent needs to share an update after several days

With targeted WhatsApp campaigns, agents can send a campaign message directly to the customer and restart the conversation through WhatsApp.

When the customer replies, the response is stored under the visitor’s conversation history.

Result: Agents can recover conversations that would otherwise be lost and continue follow-ups from a more complete customer context.

Send Campaigns to Specific Contacts

Businesses can now send WhatsApp campaigns to selected customers instead of relying only on broad bulk campaigns.

This supports workflows such as:

• Following up with a qualified lead
• Sending an order update
• Recommending products
• Recovering an abandoned shopping conversation
• Sending a payment reminder
• Continuing a support conversation
• Sharing service updates after a previous interaction

Result: Campaigns become more targeted, more contextual, and more useful for sales, support, and e-commerce teams.

Support More Operational Follow-ups with Utility Templates

This release also adds support for Utility campaign templates.

Previously, campaign workflows supported Marketing templates. With Utility template support, businesses can use WhatsApp campaigns for more operational and service-related follow-ups.

Utility campaign use cases may include:

• Order updates
• Appointment reminders
• Payment follow-ups
• Service notifications
• Post-conversation updates
• Customer support follow-ups

Result: Businesses can use WhatsApp campaigns for more than promotional outreach. They can now support practical customer communication workflows that help close the loop after a conversation.

Availability

The new AI Agent experience is available on Growth and Enterprise plans.

The built-in AI Agent Builder is included as part of the AI Agent experience, allowing eligible teams to create, configure, and deploy AI Agents for their business.

Existing customers can contact REVE Chat support to enable AI Agent automation. New signed-up customers will get access directly.

Targeted WhatsApp campaign workflows are available when WhatsApp campaign setup is configured and approved templates are available.

Starter plan customers need the WhatsApp Add-on to use WhatsApp campaign capabilities.

Recommended Next Steps

To get started with REVE Chat 6.2.0:

1. Create your first AI Agent
   Build an AI Agent for your website, WhatsApp, Facebook, Instagram, or Shopify Store.
2. Connect your business data
   Add documents, FAQs, help center content, product catalogs, Shopify tools, Google Sheets, or API responses.
3. Configure actions and handover rules
   Set up API actions, fallback behavior, escalation rules, and human handover.
4. Review AI Agent reports
   Track conversations, handovers, visitor sentiment, and AI credit usage.
5. Try targeted WhatsApp campaigns
   Send campaigns from Contacts and Inbox to re-engage customers, recover inactive conversations, and continue follow-ups.

Final Note

REVE Chat 6.2.0 is a major step toward AI-powered customer automation.

With our AI Agent Builder, businesses can move beyond static chatbot flows and build AI Agents that answer questions, take action, connect with business systems, and support customers across multiple channels.

Also, with targeted WhatsApp campaigns, teams can also recover more conversations, follow up with customers at the right time, and keep sales and support workflows moving even after the original conversation goes inactive.