What is an AI agent?
An AI agent is a configurable assistant that performs a defined job — answering, qualifying, drafting or notifying — using your data as its source of truth.
Create an agent
- Open Automation, then AI Agents.
- Name the agent and choose its role — Support, Sales or Operations.
- Describe its instructions in plain language.
- Connect a knowledge source: your documentation, FAQs or product catalogues.
- Save and run a test in the sandbox.
Tip
Keep the instruction short and specific. A focused agent is far more reliable.
Review before releasing
AI makes mistakes. Test edge cases, set a confidence threshold for automatic answers, and route anything uncertain to a human.
- Test at least five realistic questions.
- Check answers against your current pricing and policy.
- Route low-confidence responses to a human agent.
Warning
An agent is only as good as its knowledge base — keep the source data current.
Publish and monitor
- Move the agent to Production.
- Connect a channel: website chat, WhatsApp or portal.
- Watch the conversation log for question types.
- Update the knowledge source from the reports.