Creating AI Agents

Learn how to set up and configure your AI agents.

Create Your First Agent

Step 1: Navigate to Agents

1. Go to AI Agents in the main menu
2. Click Create Agent
3. Choose a template or start from scratch

Step 2: Basic Configuration

Setting	Description
Name	Internal name (e.g., "Support Agent")
Type	Support, Sales, or E-commerce
Description	What this agent handles
Channels	Which channels this agent serves

Step 3: Personality Configuration

Define how the agent communicates:

Tone

Tone	Best For
Professional	B2B, financial services
Friendly	Consumer brands, retail
Casual	Social media, youth brands
Technical	Developer products, SaaS

Voice Characteristics

Name: Ava (or custom name)
Greeting: "Hi! I'm Ava, your support assistant."
Sign-off: "Is there anything else I can help with?"

Response Style

Setting	Options
Length	Concise / Detailed
Emoji Use	None / Minimal / Frequent
Format	Plain text / Rich formatting

Agent Templates

Support Agent Template

Pre-configured for customer support:

• FAQ handling
• Issue troubleshooting
• Ticket creation
• Escalation paths

E-commerce Agent Template

Optimized for online stores:

• Order tracking
• Product search
• Return processing
• Cart assistance

Sales Agent Template

Designed for sales conversations:

• Product information
• Pricing discussions
• Demo scheduling
• Lead qualification

Advanced Configuration

System Instructions

Provide detailed instructions:

You are a customer support agent for Acme Inc.

Key behaviors:
- Always verify customer identity for account issues
- Never share sensitive information
- Escalate billing disputes to human agents
- Recommend products when appropriate

Knowledge boundaries:
- Only discuss Acme products
- Don't make promises you can't keep
- Refer legal questions to legal@acme.com

Response Guidelines

Define do's and don'ts:

Always:

• Acknowledge the customer's concern
• Provide accurate information
• Offer next steps

Never:

• Promise specific timelines without verification
• Share other customers' information
• Disparage competitors

Language Settings

Setting	Description
Primary Language	Default response language
Auto-detect	Match customer's language
Supported Languages	Languages agent can use

Assigning to Channels

Per-Channel Agents

Assign different agents to channels:

Channel	Agent
WhatsApp	Support Agent
Email	Detailed Support Agent
Widget	Quick Help Agent

Fallback Agent

Set a default agent for unassigned channels.

Testing Your Agent

Test Console

1. Click Test Agent in agent settings
2. Chat with your agent
3. Verify responses are appropriate
4. Check tool usage works

Test Scenarios

Run through common scenarios:

• Greeting and introduction
• FAQ question
• Order status inquiry
• Complaint handling
• Escalation trigger

Activating Your Agent

Before Activation

Checklist:

• Personality configured
• Knowledge base connected
• Workflows set up
• Escalation rules defined
• Testing complete

Go Live

1. Review all settings
2. Click Activate
3. Monitor initial conversations
4. Adjust as needed

Managing Multiple Agents

When to Use Multiple Agents

• Different channels need different styles
• Specialized agents for complex topics
• A/B testing agent approaches

Agent Routing

Configure which agent handles what:

IF channel = WhatsApp AND topic = orders
  THEN use E-commerce Agent
ELSE IF channel = Email
  THEN use Detailed Support Agent
ELSE
  THEN use General Support Agent