2. Deploy and configure an agent
Set up the agent's identity, response style and live channels for a workspace. You can test the saved configuration before customers rely on it.
You need an Admin account. Open AI agent and choose the workspace if more than one is available.
Agent setup
- Open Setup.
- Enter Agent name. Use a recognisable name rather than a website address.
- Optionally upload an Avatar; Remove clears the selected image.
- Choose Tone and Answer length.
- Set Reply delay (seconds) and write Guidance.
- Review Live on webchat and Live on WhatsApp. Live on email appears only where customer email is enabled.
- Select Save, then test the result.
Settings reference
| Setting | Options and initial value | Effect |
|---|---|---|
| Agent name | Initially Assistant; maximum 80 characters | Names the workspace agent. |
| Tone | Neutral, Friendly, Professional, Playful; initially Neutral | Guides response style. |
| Answer length | Short, Standard, Detailed; initially Standard | Requests a sentence or two, a short paragraph, or more detail. |
| Reply delay (seconds) | 0–60; initially 1 | Waits after the latest customer message so a short burst can receive one reply. |
| Guidance | Up to 2,000 characters; initially empty | Adds business behaviour instructions. |
| Live channel switches | Initially on | Allow eligible AI responses on the selected channels. |
Name validation rejects blank values, control characters, email addresses, URLs and angle brackets. Tone and answer length are instructions to the agent, not guarantees of an exact word count.
Live channels
Use the live switches to control where your agent can answer:
- On: allows eligible responses on that channel. Webchat needs an installed widget; WhatsApp needs a connected number.
- Off: stops eligibility for AI responses without disconnecting the channel or deleting conversations.
After disabling a channel, review conversations still labelled as AI-handled so your team knows which ones need attention.
Saved changes
Saved settings apply to subsequent processing. An answer already being generated may have started with the previous settings; test with a fresh question after saving. The app warns before discarding unsaved Setup or Handoff changes when you switch tabs or workspaces.
Handoff message
Open Handoff, edit Handoff message and select Save. The message can contain up to 4,000 characters. The initial text says the conversation is being handed to the team and someone will reply here. Use wording that reflects your staffing arrangements. The message does not itself define a staffing schedule or guarantee that a person is online.
Related guides: Guidance, Test responses, Human handoff, Permissions.