AI Agents & Automation
Create a smart AI agent
Create a new AI agent and define its specifications
Tip
A smart AI agent is set up in natural language – no programming required. It can create a resolution plan for an entire ticket and talk to customers live as a chatbot or voicebot. For most requests, it is the recommended choice.
Creating AI agents
AI agents are managed under Settings → AI Agent Team.
- Create new AI Agent starts the setup.
- Import creates an AI agent from a file that was previously created from an AI agent with Export – for example, to take it over from a test environment.
Setup runs in five steps:
| Step | Content |
|---|---|
| Specifications | Name, description, topic, channels, avatar, type of intelligence, personality (see below) |
| Detection | When the AI agent is assigned to a ticket – see Detection |
| Instructions | What the AI agent should do and which tools it uses – see Writing instructions and Tools |
| Test & Publish | Test cases and a trial run with your own text – see Test & Publish |
| Version History | View and restore earlier versions |
Save stores the current state; Back and Next switch between steps. Unsaved changes are indicated by the Draft label.
Specifications
| Field | Meaning |
|---|---|
| Name | Required. Reflects the area of responsibility, e.g. "Advance payment agent". |
| Description | Required. Briefly states what the AI agent is for. Also used when another AI agent calls it as a tool and no detection prompt is set. |
| Topic | A skill tag, e.g. "Payments". Assigns the AI agent organizationally. |
| Channels | Which channels the AI agent works on – email, letter, chat, phone, etc. Several are possible. It is available to other AI agents as a tool only for these channels. |
| Avatar | Image and background with which the AI agent is displayed. |
| Agent Intelligence | Smart reasoning logic (recommended) for a smart AI agent, Custom rule-based logic for a rule-based AI agent. |
| Personality | Two sliders: Personality from formal to informal and Speaking Style from comprehensive to concise. |
The AI agent can be deleted under Danger zone.
Info
All specifications can be changed later. Every saved change appears in the Version History and can be undone there.