Create an AI agent

An AI agent answers your customers on its own, using the knowledge you give it. When it can’t help, it hands the conversation to your team.

Before you start

Every planNeeds: AI agents: Write

• Knowledge for it to answer from, such as FAQs or your website. You can add it under Knowledge before or after. See Knowledge sources at a glance.

Create it

1. Go to AI Agents and click Create Agent.

2. Pick a template: Customer Service Assistant, Sales Assistant, E-commerce Support Assistant, or Blank agent to start from scratch.

   You should see your new AI agent, open on the Content tab, marked Inactive.

A new AI agent doesn’t answer anyone until you set it live. See Set your AI agent live.

Tell it who it is

On the Content tab:

1. Under Identity, set the Name visitors see next to each reply, an optional Description for your team, an Avatar, and a Tone.

2. Under Behavior, write the Persona instructions: who the AI agent is and how it should answer. For example: “You are a friendly support assistant for Acme. Answer from the knowledge base, keep answers short, and hand over to a human when unsure.”

3. Under Knowledge, choose which knowledge it answers from. Leave it empty to use all your knowledge, or pick one or more labels with Add knowledge label to limit it to sources with those labels.

4. Click Save changes.

   You should see ”AI agent updated successfully!”

What happens next

1. Set when it hands over to your team.
2. Test your AI agent.
3. Set your AI agent live.

Common problems

”Your Free plan allows 1 AI agent(s)”

Your plan limits how many AI agents you can have. Delete one you don’t use, or change your plan.