Creating an agent is the first step in automating your customer support. An agent acts as the brain of your chatbot, processing user input and providing intelligent responses based on your configuration.
Creating a New Agent
- Navigate to the Agents page in your dashboard.
- Click the + Create Agent button.
- Enter the Agent Name (e.g., “Support Bot”).
- Click Create.
Agent Configuration
Once created, click on the agent to open the Agent Editor. Here you can customize every aspect of its behavior.
Persona & Instructions
Define the “personality” of your agent through the System Prompt. Tell the agent who it is, what its goals are, and how it should speak to users.
See Prompt Engineering for best practices.
Model Selection
Choose the AI model that powers your agent:
| Setting | Description |
|---|
| Model | Select from available models (e.g., GPT-4o-mini, GPT-4o). Different models have different capabilities and credit costs. |
| Temperature | Controls randomness (0 = deterministic, 1 = creative). Lower values give more consistent responses. |
| Max Tokens | Maximum length of the AI’s response. Higher values allow longer answers but use more credits. |
The available models and their per-credit costs depend on your plan. Check your plan details in Settings to see model pricing. Welcome Message
Configure what users see when they first open the chat:
- Static: A fixed message you write (e.g., “Hi! How can I help you today?”).
- Dynamic: An AI-generated greeting that can vary based on context.
Language
Set how the agent handles multilingual conversations. See Set Language for details.
Knowledge Base
Connect one or more Knowledge Bases to give your agent access to your documents and data.
- Click Add Knowledge Base to connect an existing KB.
- You can attach multiple knowledge bases to a single agent.
- Remove a KB by clicking the × next to it.
Enable built-in tools to extend your agent’s functionality:
| Tool | Description | Documentation |
|---|
| Human Handoff | Allow the agent to escalate to a human | Human Handoff |
| End Chat | Allow the agent to close a conversation | Configured in Agent Editor |
| Custom Functions | Connect to your own APIs | Custom Functions |
Post-Chat Analysis
Configure automatic conversation analysis after chats end. See Post-Chat Analysis.
Auto-Close
Automatically close inactive conversations:
- Enable/Disable: Toggle auto-close on or off.
- Timeout: Set the number of minutes of inactivity before a conversation is automatically closed.
Managing Agents
You can create multiple agents for different purposes (e.g., one for sales, one for technical support). Each agent has its own unique ID and configuration.
From the Agents page, you can also:
- Rename — Click the ⋯ menu → Rename.
- Duplicate — Create a copy of an agent’s configuration.
- Export/Import — Back up or transfer agent configs. See Agent Import & Export.
- Delete — Permanently remove an agent.
Deleting an agent cannot be undone. All conversations associated with the agent will remain in history, but the agent configuration will be lost.
