Darwin AI — Features Summary
Consolidated view of everything the Darwin AI platform offers. Use the search bar at the top of the page to find specific features.
Overview
Darwin AI is an AI employees platform for conversation automation. It allows you to create, train, connect, and manage AI agents that serve leads and customers across multiple channels, with conversation pipelines, external automations, outbound campaigns, and complete reports.
Main capabilities:
- Create AI employees from templates or from scratch
- Company and per-worker knowledge base
- Visual conversation pipelines
- Multichannel service (WhatsApp, Instagram, Facebook Messenger, Web Chat, SMS, Calls)
- Real-time conversation and contact management
- Automations with Albato
- Outbound campaigns
- Performance, team, channel, and AI quality reports
- Settings center and integrated support
Main Modules
Workforce — AI Employees
Create and manage the AI agents on your team.
- Active workers: view all AI employees in operation
- Ready-made templates: Alba (Sales), Bruno (Reactivation), Eva (CX and Support), Sophia (Post-Sale), Lucas (Collections)
- Duplicate worker: create variations of an existing worker
- Complete worker configuration:
- Step automation
- Skills and tools
- Identity and personality
- Feedback and improvements
- Individual knowledge base
See details → · Worker Configuration →
Knowledge Base
Centralize the knowledge your AI employees use to respond.
- Company base: knowledge shared by all workers
- Per-worker base: knowledge specific to each agent
- Organization data: name, website, description, products and services
- Products and catalogs: upload structured catalogs
- Files: documents for context or sending in steps
- Sites: up to 5,000 URLs for AI training
- Versioning: version history with comparison
- Team notes: internal documentation not visible to the AI
Pipelines
Define the conversation flow the AI should follow.
- Create pipeline: creation assistant from scratch
- Automation Center: central manager for all automations
- View mode: review flows without editing
- Edit mode: add, remove, and reorder steps
- Stages: greeting, qualification, closing, etc.
- Conditions: transition rules between steps
- Step instructions: expected AI behavior
- Integrations: knowledge base, files, and channels
Conversations
Manage all conversations in one place.
- Assignment filters: All, Assigned to me, Assigned to AI
- Activity filters: Unread, Unanswered, Campaigns
- Channel filters: WhatsApp, Instagram, Messenger, etc.
- Status tabs: To resolve, Resolved, All
- Text search: find conversations quickly
- Sorting: organize by various criteria
- Advanced filters: complete filter panel with active badge
- Saved views: save filter combinations
- Detail panel: full chat when selecting a conversation
See details → · Conversation Detail →
Real-time Chat
- Real-time messages via WebSocket
- Chat and Internal note tabs
- Pause AI and #Reset
- Input with attachments, emojis, location, quick replies, and audio
/shortcut for quick replies- Lead information and assignment
Contacts
Lead and customer database with structured data.
- Complete table: 17+ information columns
- Interaction types: Inbound and Outbound
- Contact status: funnel tracking
- Custom fields: custom fields with ✨ prefix
- Advanced filters: activity, dates, origin, etc.
- CSV export: export selected contacts
- Batch actions: manage multiple contacts
- Saved views: saved filters for quick access
- Pagination: navigate large volumes
Automation & Integrations
Workflows (Albato)
Visual automations between Darwin AI and other tools.
- Visual builder drag-and-drop
- Integration marketplace and templates
- Triggers: events that start automations
- Actions: operations in CRMs, spreadsheets, email, Slack, etc.
- Conditional logic: branches based on rules
- Catalog with 400+ apps integrated
- JWT authentication
Channels
Connect your business communication channels.
- WhatsApp Business: templates, WABA, profile, events, pipeline, blocking
- Instagram: integration with Meta account
- Facebook Messenger: integration with Facebook page
- Web Chat: widget to embed on your site
- SMS: text messages
- Phone Calls: voice with AI (request access)
- Central management: activate/deactivate and associate with workers
See details → · Channel Configuration →
Testing & Quality
Test Now
Validate the behavior of your AI employees.
- WhatsApp Test: real test with the worker via WhatsApp
- Manual Tests: simulated chat to validate responses and pipelines
- Automatic AI Tests: scenario batteries and regression
Marketing & Analytics
Campaigns
Send bulk messages to your contacts.
- Campaign list: view and manage outbound campaigns
- Campaign builder: 6-step creation wizard
- Audience segmentation
- Scheduling
- Message templates
- Delivery and response metrics
See details → · Campaign Builder →
Reports
Metrics and dashboards to track results.
- Pipelines: conversion rate, volume, bottlenecks, average time per step
- Team Performance: assigned conversations, response and resolution time
- Channels: volume and engagement per channel
- AI Quality: accuracy, human escalation, satisfaction
- Endpoints: technical data for integrations
See details → · Detailed Dashboards →
Administration
Settings
Organization configuration center.
- My Profile: personal data, photo, phone, working hours
- Workspaces: manage multiple organizations
- Teams: create and manage teams
- Users: member management, invitations, permissions
- Notifications: alert preferences
- Quick Replies: message templates
- Billing: plan, payments, and upgrades
- Custom Fields: definition of custom fields
See details → · Detailed Settings →
Support
Darwin Assistant
Integrated AI assistant on the platform (BETA).
- Floating access on all pages
- Overlay chat
- Answers platform questions
- Configuration guidance and troubleshooting
Help
Help center and support.
- Floating button next to Darwin Assistant
- Documentation and FAQ
- Customer support
- Step-by-step tutorials
- Report problems
- Intercom integration
Role View
Representative View
Simplified interface for the Representative profile.
- Simplified sidebar menu
- Essential conversations and reports
- Role comparison