Creating & Configuring AI Agents

Admins and managers can deploy autonomous AI Agents (bots) to handle incoming customer conversations.

1. Creating a New AI Agent

1. Go to Settings → AI Workforce → AI Agents.
2. Click + Create Agent.
3. Choose a template or start from scratch.
4. Give your agent a name (e.g. Support Bot - Web).

2. Setting the System Prompt (Behavior)

The system prompt defines your bot's personality, goals, and constraints:

• Persona: E.g., You are a helpful support agent for Acme Corp.
• Instructions: E.g., Answer customer questions using the connected knowledge base. Be concise.
• Safety Guidelines: E.g., Do not provide pricing quotes for custom plans. Direct users to our sales page.

3. Connecting Knowledge Bases

To help your AI agent answer questions accurately:

1. Go to the Knowledge tab in your agent config.
2. Select which knowledge base files or collections the agent can search.
3. When a customer asks a question, the agent retrieves relevant documents to generate its reply, reducing incorrect information (hallucinations).

4. Activating the Agent

To connect your bot to a communication line:

1. Go to the Channels tab in your agent config.
2. Select which channels the agent should handle (e.g. your website's Web Chat).
3. Set the routing schedule (e.g. After Hours Only or Always Active).