1. Set up your first AI agent

Give your agent a clear scope, accurate knowledge and a reliable route to your team. This guide takes you through configuration and a first live test.

Before you start

You'll need:

An Admin account.
A workspace for your agent and team.
A few representative customer questions with answers you can verify.

Workspace and team

Open Settings → Workspaces and check the workspace's Knowledge base and Members. Include the people who will handle customer handoffs.

Your first knowledge source

In Knowledge, add a current document or FAQ to the connected base.
Wait for the source to show READY and confirm that Active is enabled.

Start with one useful topic, such as explaining how to request a service appointment. Include the information needed to answer it accurately, without implying that the agent can check availability or confirm a booking.

Agent settings

Open AI agent → Setup for the workspace:

Enter an Agent name.
Choose Tone and Answer length. Friendly and Standard are a useful starting point for conversational support.
Add Guidance for the behaviour you want.
Review Reply delay (seconds) and the live-channel switches.
Select Save.

For example, your guidance could say:

Use clear, professional language. Keep the next step easy to identify. Do not promise an appointment time or service outcome.

Keep factual details in knowledge sources. Guidance adds behavioural instructions; it does not replace the system instructions.

New workspace live switches default to on. Turn off channels you are still preparing, particularly if customers can already access them.

Handoff message

Open Handoff, edit Handoff message and save. Use wording that reflects how your team actually responds, for example:

I'll pass this conversation to our team. They'll reply here when they're available.

Use that message only if your team monitors and replies in the conversation. The message does not create a staffing schedule or guarantee an immediate response.

Test console

Open Test and try three cases:

Known answer: ask a question covered by your knowledge. Check the reply against the source and inspect the retrieved excerpts.
Missing information: ask something your sources cannot answer. Check that the agent avoids unsupported facts or promises.
Human help: ask to speak to a person and check that the test indicates a handoff.

The Test console uses saved settings, creates no Inbox conversation and does not consume credits. Daily test limits apply. If a fact is wrong, update the source; if the wording needs work, adjust the tone or guidance and test again.

Live webchat test

Install the workspace's snippet from Settings → Widget on a controlled website page. Enable Live on webchat, save, and try a question through the widget. Then request a person, confirm the handoff in Inbox, reply and close the test conversation.

Check that the conversation and notifications reach the expected team. Live interactions follow live credit rules and test delivery, assignment and notifications that the console does not cover.

Different answers on your website

If console and website answers differ, check that:

The widget snippet belongs to the workspace you tested.
Your latest agent settings have been saved.

Finish with the Go live checklist.