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Create an agent

Pro, BusinessOwner, Admin

Select Create agent in Agents, then give the agent a name. You can start from a template or from an empty draft.

Before you start

  • You need the Owner or Admin role.
  • You need the Pro or Business plan to create an agent. On Starter, Create agent and Duplicate are locked. You can still edit your default agent.

Create the agent

  1. Open Agents.
  2. Select Create agent.
  3. Under Template (optional), select a template, or select No template for an empty draft.
  4. In Name, type a name for the agent.
  5. Select Create agent. The agent editor opens.

A template copies its objective, instructions, handover rules, channels and settings into the new agent. A template agent starts with version 1 published. An agent with no template starts as an empty draft.

Set up the agent

  1. In the Identity tab, set the Name, Role and Objective.
  2. Under Where does the Agent work?, turn on Messages, Calls or Email.
  3. Under How does the Agent run a conversation?, select Open-ended or Data collection.
  4. Under When can the Agent work?, turn on each trigger the agent needs, for example When a customer sends a message or When a customer calls.
  5. Under Model, select a model.
  6. In the Conversation tab, add instructions and select the knowledge the agent can use.
  7. In the Procedures tab, add handover rules if a person must take over in some cases.
  8. In the Tools tab, set each tool to Run, Ask first, Draft only or Off.
  9. Select Save draft.

Publish the agent

  1. Open the Test tab.
  2. Make sure that the Checks list shows Ready to publish.
  3. Select Publish.

Put the agent to work

A published agent does not answer anyone until a workflow uses it.

  1. Open Workflows.
  2. Open the workflow for the number, widget or inbox.
  3. Add an Agent step.
  4. In Agent, select your agent.
  5. Publish the workflow.

See Build a workflow.

Other actions

The More actions menu in the agent header has these actions:

  • Duplicate makes a copy as a draft. The copy is not live anywhere.
  • Apply a preset replaces the draft settings with a template.
  • Archive removes the agent from use. You cannot archive the default agent.

Common problems

Publish is not available. A blocking check failed. Open the Test tab and fix each check in the list.

The agent does not take calls. Turn on Calls under Where does the Agent work?, then publish. A call workflow shows an agent without Calls as Calls off.