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Your AI agent is a tireless front-desk assistant that reads every incoming message, answers from what you’ve taught it, and helps customers book — all in seconds, on every channel. This article explains what it does behind the scenes, so you know what to expect and how to shape it. In short: the AI listens, understands, replies from your business knowledge, and hands off to a human the moment it should.

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The capture → answer → book loop

Every conversation follows the same simple loop.
  • Capture. When a message arrives on any connected channel (LINE, WhatsApp, Instagram, Messenger, Telegram, or your website), the AI reads it along with the recent history of that conversation.
  • Answer. It works out what the customer wants and replies in their language, using your business knowledge.
  • Book. When the customer is ready, the AI can check real-time availability and create a booking request. New bookings are pending until your team approves them, so the AI never tells a customer they’re “confirmed” — it captures the request and your team gives the final yes.

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It answers from your knowledge, not guesswork

The AI is grounded — it builds answers from the knowledge you give it, rather than inventing details. It draws on three sources:
  • Your Knowledge Base — uploaded documents (PDF, Word, text, Markdown) covering policies, treatments, and aftercare.
  • Your FAQs — exact question-and-answer pairs for the things customers ask most.
  • Your Services — each treatment with its description, price, and any promo price, so quotes are accurate.
The richer these are, the more confident and correct your AI becomes. See Build your Knowledge Base to get started.

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It sounds like your business

You control how the AI speaks. Rules set its tone (friendly, neutral, matter-of-fact, professional, or humorous) and length (short, standard, or long). For finer control, Advanced AI instructions let you describe communication style, when to escalate, and any other guidance — in your own words.
The AI Agent settings in Cura where you set the agent's tone, length, and rules

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A human is always one step away

The AI is built to know its limits. When a customer asks for a person, when it can’t help, or when something feels sensitive, it escalates — handing the conversation to a human on your team. You can also take over any conversation yourself at any time. This is the “human-in-the-loop” safety net: the AI handles the routine, your team handles the rest.

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You stay in control

  • Master AI switch turns the AI on or off for an inbox.
  • AI schedule lets it reply only during the hours you choose.
  • Take over any conversation at any time to reply yourself.
Think of the AI like a well-trained new hire. The clearer your “training” — Knowledge Base, FAQs, Services, and Rules — the better it performs. Start simple, then refine as you watch real conversations.