AI 代理：已知限制与解决方法

AI 代理功能强大，但有一些平台层面的限制需要注意。请使用下方推荐的变通方法，以确保你的 AI 代理表现稳定可靠。

对话可见性

AI 代理对对话的元数据、历史记录和内部上下文的可见性有限。

渠道和来源元数据

AI 代理会自动接收基础渠道上下文，包括渠道类型、渠道名称和渠道 ID。通过恰当的指令，你的 AI 代理可以利用这些信息调整回复长度、格式、语气和行为，以适应不同渠道。

来自 Meta 和 TikTok 的广告归因

当对话由 Meta 点击聊天广告 或 TikTok 消息广告 发起时，你的 AI 代理会自动接收到一个广告上下文块，与渠道上下文一并提供。无需配置。此块包含：

广告平台： Meta 或 TikTok
Ad Campaign: The campaign name
广告组：广告组或广告集名称（如可用）
广告名称：单个广告或创意名称（如可用）

这意味着你可以编写指令，根据联系人来自哪个广告来进行调整。例如，以特定活动的消息开场，路由至不同团队，或触发不同的会话流程。

注意： 仅当广告进入事件发生在会话最近 20 条消息之内时，才包含广告上下文块。如果会话已超出此窗口，则不包含广告上下文。如果联系人在最近 20 条消息内打开了多个广告，则仅包含最近的一次广告进入记录。请编写指令以处理这两种情况。

需注意的限制：

渠道和来源的上下文均在较高层面提供。虽然你的 AI 代理会自动接收结构化元数据（例如广告平台、活动和广告名称），但无法获取广告的实际内容。你仍需编写指令，告诉你的 AI 代理根据该上下文应执行什么操作，以及广告的内容是什么。
AI 代理不会自动接收来源元数据，除非对话由 Meta 或 TikTok 的付费广告发起（会提供上述广告上下文块）。

推荐的解决方法：

如果你的用例需要了解联系人在付费广告之外的来源，请使用工作流捕获广告内容等信息，并将其存储到联系人字段中。

例如：

创建一个以对话已打开为触发器的工作流
根据渠道或来源添加条件
更新联系人字段，例如 线索来源 或 活动名称

然后你可以在 AI 代理的指令中要求其引用该联系人字段。这可确保行为的一致性和可靠性，即使渠道或来源详情无法自动获取。

渠道感知行为示例提示

你可以通过明确指示 AI 代理在不同渠道中的行为，来引导其调整回复。以下是一些你可以使用的示例：

调整回复长度与语气

如果此对话发生在 Instagram 或 TikTok 上，回复应简短（1–3 句），友好且具有对话性。 避免冗长的解释。

如果此对话发生在 WhatsApp 上，可以提供更详尽的回复，但要保持简洁、易读。

如果此对话通过电子邮件进行，请使用更结构化且正式的语气。 可以接受较长的解释和格式清晰的回复。

控制格式与内容

在 TikTok 上回复时请勿分享链接，除非联系人明确要求提供。

通过电子邮件回复时，可根据需要包含链接、要点和逐步说明。

基于渠道的行为与升级

如果对话发生在 Instagram 或 Facebook 上，且联系人询问计费、付款或账户相关问题，请立即升级至人工客服。

如果对话发生在 WhatsApp 上，请先尝试基本故障排除再升级，除非联系人明显感到沮丧。

指代对话时

在提及联系人发送消息的位置时，请使用“此聊天”或“此对话”。 切勿明确提及渠道名称。

Assignment awareness

AI Agents receive an Assignment Event when they are assigned to a conversation. This helps the AI Agent understand that it has just been assigned and decide what to do next.

This applies when an AI Agent is assigned by:

A human agent
A Workflow
Another AI Agent

This means you can now instruct your AI Agent to act based on assignment events. For example, you can ask it to:

Greet the Contact when it is assigned to the conversation.
Fetch Contact data or route the conversation based on your instructions.
Route the conversation to the correct team if the Contact has clearly stated their problem.
Continue the handoff when AI Agent 1 assigns the conversation to AI Agent 2.

Example prompt:

When you are assigned to a conversation, greet the Contact and check their latest message. If they have clearly stated their issue, route the conversation to the correct team. If not, ask how you can help.

Limitations to be aware of:

The Assignment Event only applies when an AI Agent is assigned, not when a human agent or team is assigned.
It does not apply when an AI Agent is unassigned or removed.
The event is only available within the AI Agent’s 20-message context window.
If multiple events happen in the same conversation, only the most recent event is available to the AI Agent. For example, if a Workflow is configured to assign an AI Agent when a conversation is reopened, the Assignment Event is kept because it happens after the Reopened Event.

Conversation reopen awareness

AI Agents receive a Conversation Reopened Event when a closed conversation is reopened by an incoming Contact message.

This helps AI Agent understand that the Contact is returning to an existing conversation instead of starting a new one.

This means you can now instruct your AI Agent to act based on reopened conversation events. For example, you can ask it to:

Identify when a Contact has replied to a closed conversation.
Respond differently to simple acknowledgement messages such as “thanks”, “ok” or “got it”.
Continue helping if the Contact sends a genuine follow-up question.

Limitations to be aware of:

The Reopened Event does not apply when a snooze period expires without a new incoming Contact message.
If multiple events happen in the same conversation, only the most recent event is available to the AI Agent. For example, if a Workflow is configured to assign an AI Agent when a conversation is reopened, the Assignment Event is kept because it happens after the Reopened Event.
The event is only available within the AI Agent’s 20-message context window.

Example prompt:

When a conversation is reopened, check if the Contact's message is a simple acknowledgement, such as "thanks", "ok" or "got it". If so, close the conversation. If it is a genuine follow-up question, continue assisting the Contact.

通过外部工具分配

当通过外部工具 — 例如 Developer API, n8n, 或 Make.com — 将 AI 代理分配到对话时，分配本身不会触发 AI 代理回复。

这是预期行为。 Respond.io 限制此行为，以防止在通过自动化同时分配多个对话时 AI 代理进行批量回复。

分配后，该对话将显示为已分配给 AI 代理。但是，AI 代理不会主动发送消息。 AI 代理将在联系人发送消息后回复。

注意: 此限制暂无解决方法。

内部上下文和消息历史

AI 代理无法查看内部评论，并且在对话中只能访问最近的 20 条消息。

因此，在做决策时，AI 代理不应依赖渠道来源、内部备注或较早的对话上下文。

推荐的解决方法：

将重要上下文存储在联系人字段或生命周期阶段中，并指示 AI 代理改为引用这些字段。

例如：

使用工作流或人工流程来保持诸如计划类型、客户状态或问题类别等字段的最新状态
使用生命周期阶段（例如：新线索、合格线索、客户）来指导代理的响应方式
在你的 AI 代理指令中，明确引用这些字段（例如，“如果生命周期是客户，优先提供与支持相关的回应。”）

这可确保 AI 代理即使在无法访问较早消息或内部评论的情况下，也能使用可靠的结构化数据做出一致的决策。

Replied-to messages

AI Agents cannot see the message a Contact is replying to. When a Contact uses the reply feature to quote an earlier message, the AI Agent receives only the new incoming message — not the original message being replied to.

This applies regardless of how recent or old the replied-to message is. The AI Agent has no visibility into the quoted message, even when it falls within the most recent 20 messages.

As a result, the AI Agent may give incomplete or contextually wrong responses when a Contact replies to an older message and assumes the AI Agent understands the full thread.

推荐的解决方法：

Write your AI Agent instructions to ask the Contact to restate their request when the message lacks context. When a human agent takes over, review the replied-to message manually before responding.

Note: Support for passing the replied-to message to the AI Agent is being considered. Vote for or follow the reply-to message support feature request to track progress.

外部能力

AI 代理主要在 respond.io 内运行，但现在可以使用AI Agent action: Make HTTP requests与外部系统交互。这允许 AI 代理调用外部 API 以检索实时数据或触发第三方系统中的操作。

在此了解有关 AI Agent action: Make HTTP requests。

消息类型与附件

AI Agents can send files and images as rendered attachments directly in the conversation. When an AI Agent’s response includes a valid file or image URL, it delivers the file as an actual attachment — the same way human agents and Workflows send files today.

Image files (.jpg, .jpeg, .png) render as inline previews
Document files (.pdf, .docx, .pptx) appear as file chips with filename and type
All attachments appear in the conversation’s Attachments tab

How to enable it:

Add file or image URLs to your AI Agent’s Knowledge Sources or Instructions.
Add this instruction to your AI Agent prompt: “Send image/file as attachment whenever there’s a valid image/file URL from Knowledge source or Instructions.”

Using the Make HTTP requests action? Image or file URLs returned in the API response can be sent as attachments the same way — see Sending images or files from the API response.

Limitations:

Supported file types: .pdf, .docx, .pptx, .jpg, .jpeg, .png — other URL types stay as plain text
Login-gated URLs (private Google Drive, Dropbox) are not supported in this release
Maximum of 5 attachments per AI Agent response — additional URLs are dropped
AI accuracy may vary with complex URLs in Knowledge Source (known limitation)
Videos, voice notes, stickers, and other rich media remain unsupported

For unsupported file types or login-gated assets, use a Workflow step or assign to a human agent.

Best practices to reduce hallucinated or wrong attachments:

Use simple URLs — avoid long query strings or redirect chains.
Give each item a unique, clearly labeled URL — near-identical URLs confuse the AI (e.g. image001.png, image010.png).
Avoid URL shorteners, redirects, or login/CAPTCHA-protected links — these can’t be rendered as attachments anyway.
Add the trigger instruction only in your agent’s Instructions, not inside the Knowledge Source — mixing the two can cause unpredictable behavior.

Receiving unsupported messages

When a Contact sends a message type that respond.io cannot process, such as a message reaction or other unsupported format, the AI Agent receives an [Unsupported message] signal in the conversation history.

This means your AI Agent is now aware when an unsupported message is received and can respond accordingly. You can also write instructions to customize how your AI Agent handles these cases.

Example prompts for handling unsupported messages:

Ask the Contact to resend as text:

If you receive [Unsupported message], reply: "It looks like I wasn't able to receive your last message. Could you send it as a text message instead?"

Ignore and do nothing:

If you receive [Unsupported message], do not reply. Wait for the Contact's next message.

Acknowledge without mentioning the limitation:

If you receive [Unsupported message], reply: "I'm not able to view that message type. Feel free to describe what you need and I'll be happy to help!"

模型配置

AI 代理不支持手动的温度设置，因为较新的 AI 模型不再暴露温度控制。

如果你想调整 AI 代理的“创造性”（类似于温度），最佳方法是在你的指令中直接提示它。例如，你可以根据用例引导 AI 表现得更富创造性或更为严格。

高创造性（更高的“温度”）：

以客户的语气热情且富有创造性地回应。

低创造性（更低的“温度”）：

仅使用提供的公司知识来源和对话历史来回答客户的问题。 不要猜测或添加新信息。

这使你在无需专用温度设置的情况下，更好地控制语气和一致性。

Silent mode (background tasks only)

In some use cases, you may want your AI Agent to perform background tasks — such as updating Contact Fields, adding Tags, or updating Lifecycle stages — without sending any message to the Contact.

By default, AI Agents generate a reply in every turn. To suppress all outgoing messages, add the following prompt at the top of your AI Agent's Instructions:

# CORE RULE: NO-REPLY POLICY (MANDATORY)- You MUST NOT generate or send any user-facing message under any circumstance (no greetings, no questions, no confirmations).- If the system requires a response payload, return an empty response only (e.g., response: ""). Do not include any other text.

When to use this:

Your AI Agent is only used to classify conversations (e.g., update Tags or Contact Fields based on message content)
Your AI Agent performs routing or assignment logic before handing off to a human agent or another AI Agent
Your automation requires an AI Agent step for decision-making, but the Contact-facing reply is handled elsewhere

Important considerations:

Place the no-reply instruction at the very top of your Instructions to ensure it takes priority over all other prompts.
Always test this in a test conversation before publishing, as the AI Agent may still occasionally generate a response depending on the complexity of your other instructions.
If your AI Agent also performs actions (e.g., Assign Conversation, Close Conversation), those actions will still execute normally — only the text reply is suppressed.
When an AI Agent is assigned to a conversation, the message composer is disabled for human agents. This means you cannot use a silent AI Agent for background tasks while manually replying to the Contact at the same time.