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An agent is the AI assistant your customers talk to. You can run agents on your website, over email, or on WhatsApp — each channel type has its own setup steps after creation.

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Choose a channel

When you create an agent, pick the channel it will serve: If Email or WhatsApp is locked on your plan, the dashboard prompts you to upgrade from Settings → Billing.
Create agent dialog with channel type selection

Create agent dialog — name field and channel selector (Web, Email, WhatsApp).

Email agents must include a footer (disclaimer, unsubscribe line, company address, etc.) when you create them. This footer is appended to outbound email replies. You can refine it later in the agent editor.

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Creating a new agent

1

Open Agents

Click Agents in the sidebar.
2

Create agent

Click + Create Agent, enter a name (e.g. “Website Support”), choose a channel, and confirm.
3

Open the agent editor

Click the new agent to configure persona, knowledge, and tools.
Agents list page with create button and channel labels

Agents list — table or cards with channel badges and actions menu.

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Agent configuration

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Persona and instructions

Use the System prompt to define who the agent is, its tone, and what it should escalate. See Prompt engineering for tips.

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Model selection

Which models you can choose depends on your plan.

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Welcome message

  • Static — A fixed greeting you write.
  • Dynamic — An AI-generated greeting that can vary.

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Language

See Set language for fixed vs. dynamic multilingual behavior.

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Knowledge base

Upload files and web sources in Knowledge Base first, wait until they are ready, then link them to the agent from the agent editor. See Knowledge base.

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Tools and capabilities

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Post-chat analysis

Automatically summarize conversations after they end. See Post-chat analysis.

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Auto-close

Close conversations after a period of inactivity. Set the timeout in minutes from the agent editor.

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WhatsApp-specific settings

For WhatsApp agents, configure:
  • Linked phone numbers — Which connected WhatsApp numbers route to this agent.
  • Dormancy and reopen rules — How long before inactive chats sleep or close.
  • Response style — Single message or Multiple messages (up to four short bubbles, like a natural WhatsApp chat).
See WhatsApp integration for connecting numbers.

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Managing agents

From the Agents page you can:
  • Rename — ⋯ menu → Rename
  • Duplicate — Copy configuration to a new agent
  • Export / Import — Back up or move configs — Agent import & export
  • Delete — Permanently remove an agent
Deleting an agent cannot be undone. Past conversations stay in history, but the agent configuration is lost.

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Next steps by channel

Web agent

Embed the widget on your site.

Email agent

Set up sending domain and branding.

WhatsApp agent

Connect a WhatsApp number.