4. AI agents
- 4.1 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.
- 4.2 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…
- 4.3 Write guidance notes
Guidance helps your agent respond in a way that suits your business. Use it for tone, useful questions and escalation boundaries; keep policies and other facts…
- 4.4 Build your knowledge base
Your knowledge base gives the agent reliable information to use in customer answers. Keep it focused and current: a well-maintained policy or FAQ is more useful…
- 4.5 Upload and maintain knowledge sources
Add documents, FAQs and website content to give your agent the information it needs. After an import, check the extracted content and test a question before…
- 4.6 Use suggested FAQs
Suggested FAQs help you turn useful team replies into knowledge for future customers. Review them carefully: an answer that was right for one customer may not…
- 4.7 Test and improve responses
Use the Test console to check an answer, make a targeted change and see whether it helps. It is useful for new knowledge, revised guidance and questions that…
- 4.8 Hand conversations between AI and humans
A handoff lets your team continue where the agent left off, with the earlier messages available in the same conversation. Use it for requests that need…