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Creating an AI Agent

Step 1: Create the agent​

  1. Go to AI Agents in the sidebar
  2. Click Create Agent
  3. Fill in the basic details:
    • Name — e.g., "Sales Bot", "Support Agent"
    • Description — What this agent does
    • System prompt — The instructions that define how the agent behaves

Step 2: Write a good system prompt​

The system prompt is the most important setting. It tells the agent who it is, how to behave, and what it should do.

Example:

You are a customer support agent for Acme Electronics. You help customers
with product questions, order inquiries, and technical support.

Key info:
- We offer free shipping on orders over $50
- Return policy is 30 days
- Business hours are Mon-Fri 9am-5pm EST

Be friendly, concise, and helpful. If you don't know the answer,
offer to connect the customer with a human agent.

Tips:

  • Be specific about your business, products, and policies
  • Define the agent's tone (formal, casual, friendly)
  • List important facts the agent should always know
  • Specify what to do when it can't help

Step 3: Assign channels​

In the Channels tab, select which channels this agent should handle:

  • WhatsApp
  • Instagram
  • Messenger
  • Live Chat

One agent can handle multiple channels. You can also create different agents for different channels.

Step 4: Add knowledge​

In the Knowledge Base tab, add documents that the agent can search:

  • Website URLs — Crawl and index your website pages
  • PDF files — Upload product catalogs, manuals, FAQs
  • Text content — Paste in any text content

See Knowledge Base for more details.

Step 5: Enable the agent​

Toggle the agent to Active and click Save. It will start handling messages on the assigned channels immediately.