Create and configure your first AI Agent
Setting up an AI Agent takes a few minutes. You describe what the agent should do, connect the content it should use, and choose when it should hand over to your team.
Before you start
Have your channel connected and your content ready (PDFs or website pages). You'll add them in a data store: see Build a data store for your AI Agent.
Step by step
# | Setting | What to do |
|---|---|---|
1 | Name and avatar | Give your agent a name and choose an avatar. Customers see these. |
2 | Default language | Choose the language the agent replies in by default. |
3 | Channel | Pick the channel the agent will answer on. One agent works on one channel. |
4 | Job description | Describe the role in a sentence or two. Example: "Help customers choose the right hosting plan." |
5 | Tone of voice | Pick how the agent sounds, for example friendly, professional or funny. |
6 | Guidelines | Add writing rules, such as "use bullet points for lists". |
7 | Actions | Choose the custom fields to collect before handover (company name, annual budget) and when the agent may close a conversation. |
8 | Handover | Decide to which team or colleague conversations are handed over. |
9 | Escalation summary | Turn on Generate summary on escalation so your team gets a short note. |
10 | Data store | Connect the data store the agent should use to answer. |
What your team sees at handover
With the escalation summary on, a note appears in the conversation and in the right-hand sidebar: what the customer asked, the details collected (such as company and budget), and relevant context.
When does the agent hand over?
You decide when your AI Agent hands the conversation to your team. In the handover settings, you write the situations in your own words, as an instruction (a prompt). The agent then follows these rules during the conversation.
For example, you can write:
“Hand over the conversation if the customer is rude, specifically asks for a handover, or says they want to speak to a person.”
Other situations you could describe:
The customer is unhappy with the answers
The customer asks about something the agent can’t help with
The customer wants a quote or has a complaint
You can also choose which team or colleague receives the conversation. If Generate summary on escalation is on, a short summary note is added for your colleague.
Tip: Be specific. The clearer your instruction, the more reliably the agent hands over at the right moment. Test it by sending a few messages that should trigger a handover.
Test before you go live
Send messages from your own phone, including tricky and off-topic ones, and check tone, answers and handover. Adjust the instructions until it behaves the way you want.