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Starcat Customer Agents is in early access. Look for Conversations in your dashboard sidebar. If you don’t see it, contact support to request access.
Where Starcat works on your org—building apps, writing knowledge, running tasks—a customer agent works with your customers. It answers them on the channels you connect (LINE, Facebook, Instagram, or your own app over the web SDK): it reads each incoming message, decides whether to reply, and either sends a reply or stages one for your team to approve. Every conversation lands in one shared Conversation Pool, so your team sees every thread in one place no matter which agent or channel it came from—and can step in, edit a draft, or take the conversation over at any point.

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Where it lives

Open Conversations in your dashboard sidebar. From there:
  • Conversations — the shared pool of every thread across all channels and agents. This is your team’s inbox.
  • Channels — pair each connected channel (a LINE account, a Facebook Page) to the agent that should answer it.
  • Manage agents — create and configure customer agents: persona, behavior, knowledge, actions, and settings.

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How an agent answers

When a customer message arrives on a paired channel:
  1. Classify — the agent first decides whether this message even warrants a reply (a “thanks!” usually doesn’t). See the reply classifier.
  2. Compose — if it should reply, it drafts an answer shaped by its persona, its guidance cards, and any playbook you’ve set—drawing on the knowledge and actions you’ve granted it.
  3. Deliver — depending on the agent’s reply mode, the answer is either sent straight to the customer or staged as a draft for your team to approve.

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Reply modes

Each agent has a default reply mode, and you can override it on any single conversation without changing the default.
ModeWhat happensUse it when
Auto-sendReplies go straight to the customer with no review.You trust the agent on this channel.
Auto-draftReplies are staged as pending drafts; an operator approves or edits each before send.You want a human in the loop on every reply.
OffThe agent runs but never replies.You’re testing, or you’ve paused automated replies.
Reply mode controls delivery, not whether the agent thinks. Even in Off mode the conversation still appears in the pool—your team just handles it manually.

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Channels

A customer agent can answer on:
  • LINE — a connected LINE Official Account (direct messages, groups, rooms)
  • Facebook & Instagram — Messenger and Instagram DMs on a connected Facebook Page
  • Web — your own app, by calling the agent directly through the customer SDK
LINE and Facebook are paired to an agent under Channels: inbound messages on that connection route to the agent you chose. Web conversations don’t need a pairing—your app names the agent when it sends. Connect LINE and Facebook accounts first under Settings → Integrations.

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Your team stays in control

Nothing about a customer agent locks your team out:
  • Review drafts — in auto-draft mode, approve, edit, or reject each reply.
  • Take over — switch a single conversation to Off and answer it yourself.
  • Receive handoffs — an agent can hand a conversation to a human on its own—when a playbook reaches its goal, or when the customer asks for a person. Once handed off, the agent stops replying until your team resumes it.

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Next steps

Create an agent

Persona, model, channels, and reply mode

Guidance cards

Reusable conventions that shape every reply

Playbooks

Goal-directed flows that route to a human

Operator workflow

The pool, draft review, and handoffs