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Agent Capabilities

Agent capabilities are special functions that extend what your AI agent can do. They allow your agent to perform specific actions beyond just conversation.

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Core Capabilities

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Chat Guard

The Chat Guard capability helps your agent maintain appropriate conversation boundaries:

• Filters out inappropriate or harmful content
• Ensures conversations follow your organization’s policies
• Prevents the agent from engaging with problematic messages

When enabled, the agent will automatically detect and handle problematic content according to your guidelines.

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Hand Over

The Hand Over capability allows your agent to transfer conversations to human agents:

• Recognizes when a conversation requires human intervention
• Follows your custom handover instructions
• Gracefully transitions the conversation to a human agent
• Can provide context to the human agent

You can customize handover instructions to specify exactly when and how your agent should escalate conversations.

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Knowledge Base

The Knowledge Base capability connects your agent to your organization’s knowledge resources:

• Searches through your collections of information
• References specific documents when answering questions
• Provides accurate information based on your company data
• Cites sources when providing information

You can connect multiple knowledge collections to a single agent.

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E-commerce Integration

E-commerce capabilities allow your agent to assist with shopping experiences:

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Product Recommendations

• Recommends products based on customer preferences
• Presents product options with details and images
• Helps customers compare different products

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Checkout

• Guides customers through the purchase process
• Collects order information
• Processes basic transactions

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Order Tracking

• Checks order status
• Provides shipping updates
• Helps with basic order issues

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Custom Tools

Beyond the core capabilities, you can add custom tools to your agent:

• Tools you create using the AI Tool Creator
• API connections to your own services
• Specialized functions for your business needs

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Configuring Capabilities

When adding capabilities to your agent, you can:

1. Enable/disable each capability independently
2. Configure parameters for each capability
3. Provide custom instructions for capabilities like handover
4. Connect data sources (like knowledge collections)

The agent will use these capabilities when appropriate during conversations, without needing explicit user instructions to activate them.