Choose your agent's purpose

Start with the job you want your agent to do. A focused scope makes it easier to prepare useful knowledge, test answers and decide when your team should step in.

Converso provides one configurable agent per workspace. Customer Support, Sales and Helpdesk describe ways to use that agent; they are not separate products to install.

Common use cases

• Customer support: answer product and service questions from current instructions and policies.
• Sales enquiries: explain products, compare published options and pass individual commercial decisions to your team.
• Helpdesk: guide customers through documented checks and hand unresolved issues to a person.

Scope and setup

1. List the questions your agent should answer.
2. Identify decisions that need a team member.
3. Choose a workspace and prepare the relevant knowledge.
4. Configure the agent, then test both answers and handoff.

For example, “explain our repair service and pass unusual cases to the team” is a useful starting scope. Use separate workspaces when teams need different channels, members or agent behaviour. They can share factual sources.

Integration limits

Guidance changes how the agent responds; it does not connect order systems, calendars or internal tools. Keep promises within the capabilities of your verified integrations. Explaining a booking process does not mean the agent can make an appointment or issue a refund.

Related guides: Customer support, Sales, Helpdesk, Agent configuration.