Vex
Vex is the AI agent that answers for a brand — in chat, on phone calls, in Facebook and Instagram messages, and behind the inbox's suggested replies. It lives at Brand → Vex and answers from the knowledge the brand already holds.
Where Vex lives
In the left menu, open Brand → (your brand) → Vex. The screen has four tabs:
- Personality — what the agent is called, whether it is switched on, how it writes, what it does when it cannot answer, and when it hands over to a person.
- Starters — the buttons a visitor can tap instead of typing a first message.
- Suggestions — an analysis of the questions your agent failed to answer, and what to add so it can.
- Reports — how the agent has been answering, plus every individual answer, which you can open and inspect.
Throughout this documentation, AI agent means Vex. A workflow is a different thing: a scripted conversation you build yourself at Brand → Workflows.
Adding Vex to a brand
A brand with no AI agent is an ordinary state: its knowledge is indexed and ready, but nothing is reading from it. The Vex screen says exactly that — "Nothing answers with this knowledge yet — your knowledge base and files are indexed and ready — add an AI agent and it can start answering from them" — and offers a single Add Vex button.
The agent it creates is switched on immediately and answers from whatever the brand already holds. There is nothing to connect first and nothing to train.
Vex does not own the knowledge — the brand does
Everything Vex reads belongs to the brand, not to the agent:
- Brand → Knowledge — your knowledge bases and documentation sets, plus uploaded files, pasted text, question-and-answer pairs, pages of your website, and the API tools the AI can call for live data.
- Brand → Products — your product catalogue, loaded from a CSV feed.
You do not attach anything to Vex. You fill the brand, and Vex reads it. The same material is what answers on phone calls, what the inbox offers your agents as a suggested reply, and what AI social posts are written from — not only what answers in chat.
The four tabs
Personality
Name the agent, switch it on or off, decide how it writes, choose what it does when it cannot find an answer, and set when it offers to hand the conversation to a person.
Conversation starters
Pre-written buttons shown at the start of a chat, so a visitor can begin with one tap. The top four also become the opening questions on your connected Facebook and Instagram pages.
What Vex reads
Files, text, Q&A and website pages
The brand's knowledge sources that are not knowledge bases or documentation: uploaded files, pasted text, question-and-answer pairs and pages we read from your site.
Website pages
Add single pages or a whole sitemap, or let Smart import pick the pages of your site worth having. Pages are re-read for you so the answers keep up with the site.
Who can use it
The permission is Vex AI (key Vex). The same permission also unlocks Brand → Products and the AI-sources half of Brand → Knowledge, so a colleague who can change the agent can also change what it reads.
Deleting Vex
Deleting the agent — Personality → Danger Zone → Delete this AI agent — removes the agent, its conversation starters, its suggestions and its report history.
Your knowledge is not affected. Knowledge bases, documentation, files, website pages, Q&A pairs and products all belong to the brand and stay exactly as they are. Add another agent later and it answers from the same material. There is no chatbot list to go back to, so you land on the brand's Vex page again, with the offer to add one.
That includes the weekly re-reading of website pages: it follows the brand, not the agent, so your pages keep being read and kept current whether or not an agent is in place.