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AI Employees are AI agents you configure in Heyy to handle customer conversations on your behalf. They combine identity, knowledge, and capabilities so you can automate support, sales, and other workflows without losing your brand voice.
An AI Employee handling a customer conversation

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How AI Employees fit in Heyy

  • Configure — Define how they sound, what they know, and what they can do.
  • Test — Use the Playground before customers see them.
  • Deploy — Add them to automations on all your channels like WhatsApp, Instagram, Live Chat, etc.
AI Employees are not a replacement for automations or your inbox. Automations orchestrate when an employee runs; the inbox is where humans take over after handoff.

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The AI Employee page

Every AI Employee you configure lives on the same page, in AI Employees. A dropdown on the left lists every employee on your workspace — useful if you run more than one, for example a support employee and a sales employee, or separate employees per brand. Selecting an employee from the dropdown loads that employee’s entire configuration; switching is instant, and each employee’s settings are stored completely separately, so adjusting one employee’s tone or boundaries has zero effect on any other employee in your workspace.
AI Employee selector dropdown listing every employee in the workspace, with Hire AI Employee at the bottom
Beneath the selector sits a vertical navigation bar with seven tabs. Each tab controls a distinct layer of how the employee thinks, speaks, and behaves — together they form the complete configuration surface for a single AI Employee.
Every tab on an AI Employee's card
Identity & guidelines comes first in the tab order deliberately. Everything downstream — the content the employee is trained on, the assets it can share, the actions it can trigger, the points where it exits a conversation — gets filtered through the personality and rules established there first. An employee with no identity configured is a capable engine with no steering wheel; Identity & guidelines is where the steering wheel goes in, before anything else is worth configuring.

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Categories

Getting started

Hire, test, and connect your first employee to customer traffic

Identity & guidelines

Brand, role, tone, and structured conversation guidelines

Content

Links, documents, text, and Q&A knowledge for accurate answers

Capabilities

Contact context, shareable files, actions, exit points, and settings

Going live

Playground, automations, exit routing, and handoff to humans

Hire an AI employee

Write your guidelines

How AI employees work in automations

Add to an automation

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How the tabs work together

No single tab does the whole job — the real behavior of an AI Employee emerges from all seven tabs plus the Playground working together. Consider one realistic conversation: a customer messages an employee configured for a fashion brand, asking about sizing for a jacket. The platform allows configuring tabs in any sequence, but this order reflects how they naturally depend on one another:
  1. Identity & guidelines first — name, brand, role, tone, answer length, and all four guideline categories. Everything else builds on this foundation.
  2. Content next — populate the knowledge base so the employee has something substantive before you start testing.
  3. Assets alongside Content — upload the files Conversation flow & objectives guidelines will need to reference.
  4. Attributes — decide what contact data the employee needs, based on how personalized its replies should be.
  5. Exit points — define handover conditions before going live, so a difficult conversation always has somewhere to go.
  6. Actions — configure automations or API calls once the more foundational tabs are in place.
  7. Settings — adjust smaller behavioral details like the typing indicator.
  8. Playground, continuously — test throughout the process above, not only once at the end. Verify each tab’s changes before moving to the next.
Open AI Employees in the Heyy app to manage your team.