In two lines: the AI Team gives your CRM AI sales employees that work leads like one more rep — they chat, capture data and move the deal forward. There are three operative positions: Qualifier, Setter and Seller — you can hire several of each, each with its own configuration.

What is the AI Team?

The operative positions (Qualifier, Setter, Seller) are real team members: they own prospects and deals, converse over the company's channels, and hand off to a human at the right moment. They're different from the analytical positions (scoring and coaching), which observe and recommend — those are covered in AI scoring and coaching for your funnel.

How do I add a position?

Go to CRM > Settings > Team > AI Team and press Add AI position.
Choose Qualifier, Setter or Seller. Operative positions are multi-instance: you can create as many as you need (e.g., one Seller per line of business).
In General, pick the agent that will hold the seat in Linked AI Agent — that's the face and the voice your leads will see.
Configure the job: the person in charge (the safety net for handoffs, more on that below), the fields to capture, the qualification criteria, channels, and working hours.

The agent that holds the seat

A seat is the job; whoever holds it is an agent from your AI team. You pick it in General > Linked AI Agent: the selector shows each candidate's face and name, and only offers agents that talk to leads over WhatsApp — that's what keeps an internal analyst out of a sales seat. If you don't pick one, the seat runs on the default agent and shows the DEFAULT badge.

One agent, several seats. The same agent can hold two Setters (for example, one per line of business): the job is configured seat by seat, the agent is the same. In AI Agents, its card shows a Works in: CRM pill with how many seats it holds.
Changing the agent doesn't change the job. Swap who holds the seat and its criteria, fields, channels and schedule stay exactly as they were.
To edit the agent (name, role, face, description, base knowledge), use the Edit agent link in the selector: it opens its file in a new tab, so you don't lose the configuration you're editing.
An old choice is never undone. If an agent you had already assigned no longer matches the channel filter, it stays selected, listed under Current choice with an Off-channel tag.

In the AI Team table, each row shows the seat's name with the face and name of the agent holding it, so you can tell at a glance who's working where. The full picture of both levels is in Agents and seats: who's who on your AI team.

Knowledge: the agent's and the seat's

Each seat reads knowledge on two levels: the agent's — the base shared by every seat it holds — plus the files and texts you load into the seat itself. In the seat's Knowledge tab, the Inherits from {agent} block lists exactly what's coming from the agent, with a link to edit it. If the two sources contradict each other, the seat's knowledge wins.

A good split: the company brief goes in the agent — who you are, what you sell, how you speak, what you never promise — because it's the same in every seat they hold. What only applies to this job goes in the seat: the offer it's working, its qualification criteria, the objections of that line of business. That way you write the brief once and reuse it, without repeating it seat by seat.

The Qualifier

The Qualifier converses with your leads, answers their questions, captures the data you need and evaluates whether they qualify. When a lead is ready, it hands them off to your team with an actionable summary — it never books meetings. Its "post-handoff mission" tells it (and the lead) what happens next.

The Setter

The Setter does everything the Qualifier does and also books the meeting: it proposes concrete time slots from the calendar of the person you designate and confirms the booking, with automatic reminders. Ideal when your sales process runs on demos or discovery calls.

The Seller

The Seller sells over WhatsApp only, from your product catalog. In its Catalog section you choose the selling mode:

Orders & quotes: it builds the order conversationally and, when the customer confirms, saves it as the deal's quote and hands it to your team. Under this mode you pick a Product source: Manual products (the list you curate in the CRM) or a Synced catalog (your store's feed — WooCommerce, Shopify and the rest). Perfect for distributors, manufacturers, food businesses and anyone taking orders or quoting over WhatsApp. Your products are managed in Products and catalogs.
Ecommerce sales: it recommends products from a synced catalog (your store's feed) and sends the link to buy in your store. You pick which enabled catalogs it can sell from, with an optional category filter.

For Ecommerce mode you need at least one synced catalog with Enabled for Sellers turned on — you connect it in CRM > Settings > Sales > Products (see Products and catalogs).

Pairing Orders & quotes with a Synced catalog is ideal for consultative B2B selling: the Seller captures the products and quantities the customer wants, leaves a quote on the deal, and hands it to a person who confirms the final price (for example, volume pricing). Whether it quotes prices or only takes product and quantity is a switch, not a prompt: in Orders & quotes turn Mention prices off and the Seller builds the order with product and quantity but never states amounts or totals — your team confirms the price when quoting.

The Seller never invents prices, stock or products: everything it offers comes from your catalog. If the customer asks for discounts or special terms, it hands the conversation to a human.

Even with Mention prices on, there's a safety net for mixed currencies: if a product is priced in a different currency than the quote, the Seller won't state that price — it leaves it for a person to confirm, so no one gets quoted the wrong amount. You set each product's currency in Products and catalogs.

When it recommends a specific product, the Seller sends it as a card: the product's photo with the name, price and link. If the product has no image, it sends the same info as text.

What about Instagram, Messenger and TikTok?

The Qualifier and the Setter also handle the Instagram, Messenger and TikTok direct messages that come into the CRM. If your account uses the Inbox, the position's Channels tab adds one card per network: turn it on and check its Allowed accounts —all checked includes the ones you connect later—. From then on, the position answers whatever the lead writes, just like on WhatsApp. Three things to keep in mind:

Reply only. These networks don't let a business start a direct message: the position answers when the person writes, and it doesn't use templates on these channels.
24 hours on Instagram and Messenger. The reply window is 24 hours from the person's last message; after that, the position hands the conversation to someone on your team. TikTok has no fixed window.
The chat has to be in the CRM, with the position as the lead's owner. Conversations come in on their own with a direct-message lead source, in CRM > Settings > Acquisition > Lead sources —its assignment can hand the leads to the position—, or one by one from the Inbox with Send to CRM. How: Send a conversation to the CRM: from a social message to a prospect.

What if the lead sends a photo or an audio message?

They understand it like any other message. When a lead sends a photo or an audio message, the position looks at the photo and transcribes the audio before replying. It works on WhatsApp and in direct messages from Messenger and TikTok, which the Qualifier and the Setter handle (the Seller works over WhatsApp only). Not on Instagram: Instagram doesn't allow downloading its files, so the position knows a photo or an audio message arrived, but not what it shows or says. If the message is a reply to one of your stories or a mention in theirs, the position knows that too. Videos, documents and stickers aren't analyzed: the position knows they arrived, but not what's in them.

Each file is analyzed only once —the first time the position reads it— and uses Multimedia AI credits. If that budget has run out, the position replies anyway, knowing only that a photo or an audio message arrived, and tries again the next time it reads the conversation. How credits are split by category: See your AI usage and control your credits.

What if the lead sends several messages in a row?

It reads them together. The position doesn't answer message by message: it takes all the ones that have already arrived and replies once, with all of them in mind. If another one comes in while it's writing, it redoes the reply before sending it, so that one is included too; whatever the lead writes after getting the reply, it answers separately, as in any conversation. It works on WhatsApp and in direct messages from Instagram, Messenger and TikTok.

How they hand off to your team

When a position hands the lead to your team —because it qualified, booked the meeting, confirmed an order, or a person is needed— the deal goes to whoever the assignment rule of that lead's source picks: the same distribution your team uses for new leads (CRM > Settings > Team > Assignment). If the rule doesn't pick anyone on the team —for example, because that source sends its leads to the position itself— the Person in charge receives it. Either way it arrives with a summary they can act on in seconds: who the lead is, what they need, every captured field and (for the Seller) the confirmed order.

Two exceptions: if the position hands off to a specific person, the deal goes to that person; and a lead it disqualifies and archives stays with the person in charge. If you customized Escalate to or Hand the deal to in the advanced options of the Assignment tab, that destination replaces the person in charge as the safety net. And when the position tells the lead who will contact them, it uses the name of whoever actually received the deal.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.

The CRM's AI Team: Qualifier, Setter and Seller