What is the Airwallex AI Assistant?
The AI Assistant is an AI-powered helper built directly into the Airwallex WebApp. It is designed to guide you through setup, answer questions about using Airwallex, and help you complete key tasks so you can start transacting faster and with more confidence.
For new customers who have just completed verification (KYC), the AI Assistant focuses on helping you complete your first transactions and discover the most relevant features for your business.
We are continually improving the AI Assistant with new features and capabilities so it becomes more powerful, accurate and helpful over time.
Who can use the AI Assistant?
The AI Assistant is currently available to:
- Business account customers using the Airwallex WebApp
- Admin and owner roles on the account
- Customers who have successfully passed KYC
- Accounts using the English-language WebApp
It is available in select regions and is being rolled out gradually. If the AI Assistant is enabled for your account, you’ll see the AI Assistant icon or panel when you sign in to the WebApp.
The AI Assistant is not currently available in:
- The Airwallex mobile app
- API-only or Embedded Finance–only setups (without WebApp usage) at this stage
What can the AI Assistant help me with?
The AI Assistant is designed to help you get value from Airwallex quickly and reduce the need to search through documentation or contact support for everyday questions.
1. Get personalised setup guidance
Based on your business needs and what you shared during sign-up, the AI Assistant can:
- Generate a step-by-step setup guide (e.g. to collect funds, make your first transfer, start accepting payments, or issue cards).
- Suggest 2–5 essential steps to achieve your primary goal (such as opening Global Accounts in key currencies, adding funds, or connecting an accounting provider).
- Save your setup checklist as tasks on your Dashboard, so you can track progress and come back to unfinished steps later.
2. Answer questions about using Airwallex
You can ask the AI Assistant questions in natural language, such as:
- “How do I open a Global Account in EUR?”
- “Where can I issue a new employee card?”
- “How do I connect my accounting software?”
The AI Assistant uses our Help Centre and product documentation, combined with your account context (such as your business details, current page and chat history), to provide tailored answers that are relevant to your account and use case.
3. Navigate directly to the right place in the WebApp
Instead of manually searching through menus, the AI Assistant can:
- Show you where to go by sharing navigation links
- Take you directly to the tab or feature you need (for example, the New Transfer page, Cards tab, Global Accounts, Payment Methods and more).
This helps reduce friction and makes it easier to discover and use key Airwallex features.
4. Perform selected actions on your behalf
For a small but growing set of flows, the AI Assistant can complete actions for you directly from the conversation. Today, this includes:
- Creating new Global Accounts in supported currencies based on your business needs
- Enabling eligible payment methods for your account so you can start accepting payments faster
- Creating cards with specified card controls
We have explicit safeguards for money-moving or fee-incurring actions. Wherever the AI Assistant can safely complete an action for you, it will clearly state what it’s about to do and ask for your confirmation before proceeding.
5. Check payment and account statuses and contact Customer Support
For selected customer service workflows, the AI Assistant can:
- Check the status of certain payouts and deposits and explain typical reasons for delays where available
- Help you understand where your account or application sits in the review process (for example, KYC/KYB checks in supported workflows)
- Gather information and raise a request to our Customer Support team on your behalf, when a human follow-up is needed. Our team will then follow up with you via email, using the contact details linked to your account.
This lets you resolve common questions faster, while still making it easy to get support from a human when required.
What can’t I use the AI Assistant for?
The AI Assistant is powerful, but there are important guardrails to keep your account secure and ensure a good experience.
No live chat with a human agent
The AI Assistant does not provide live chat with a human support agent.
- It can answer many questions automatically and suggest next steps based on our documentation and your context.
- When a case needs human review, it will collect details and raise a request so our Customer Support team can follow up by email. It will clearly tell you when this escalation happens.
No high‑risk account changes
For security and compliance reasons, the AI Assistant cannot:
- Close your Airwallex account
- Change your legal business entity name
- Make other high-impact changes that typically require formal review or documentation (for example, some profile, ownership or entity-structure changes)
- Create custom reports or statement letters for your business
These changes must be completed via your normal account management or Customer Support channels, following our standard verification and approval processes.
No full replacement for your own checks
The AI Assistant is built on AI technology and external-facing documentation, which means:
- It may occasionally provide incomplete or imperfect answers, or its responses may differ slightly to similar questions asked at different times.
- Its knowledge is limited by the accuracy and coverage of our Help Centre and product documentation; it may not be aware of very recent product changes until documentation is updated.
You should always review suggestions and confirmations carefully before submitting payments, changing settings, or taking other important actions.
Does the AI Assistant replace the Help Centre or my usual support channels?
No. The AI Assistant is designed to complement, not replace, existing channels:
- It helps you self-serve faster by bringing together Help Centre content, product documentation and selected account context in one place.
- For complex or sensitive issues, it can create a ticket to escalate to our Customer Support team, who will continue to support you via email and other existing channels.
You can keep using your usual support channels and your Account Manager as before — the AI Assistant simply makes it easier to get started and resolve everyday questions more quickly.