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Onboarding already created your first agent and set it as the default. Create another agent when a WhatsApp number or website needs different behaviour, for example a support agent that only answers from your policies and a sales agent that recommends products and takes orders. Every agent has its own instructions, capabilities, Knowledge Base access, tools and channels.

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Before you start

  • Decide what the agent should do. The instructions are required; Generate Instructions can draft them from a short description.
  • If the agent should answer from your Knowledge Base, create the folders and publish the articles first under Agents → Knowledge (see Knowledge Base).
  • Product Recommendations, Checkout and Order Tracking work through your connected store (see Integrations).
  • A WhatsApp number can only be attached to an agent that has been published, so plan to publish right after creating the agent.

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Create the agent

1

Open New Agent

Go to Agents → Agents and click New Agent. The Create New Agent page opens.
2

Name the agent

Under Profile, fill in Agent Name. Saving without a name shows Agent name is required.
3

Write the instructions

Under Agent Instructions, type what the agent should do, or click the sparkle icon (Generate Instructions) to open the AI Instruction Builder. Saving without instructions shows Agent instructions are required. See Writing instructions for what to put here.
4

Choose Knowledge Base folders

Under Knowledge Base, switch on each folder the agent may search. New Knowledge Base takes you to the folder list if you still need to create one.
5

Switch on capabilities

Under Capabilities, the General card has Handover, Guard and Unsubscribe; the E-commerce card has Product Recommendations, Checkout and Order Tracking. Each is described in Capabilities.
6

Connect tools and set messaging options

Under Tools, switch on any custom tools the agent may call (Add Tool and Open Marketplace are there if you have none yet). Under Messaging, set In-conversation media, Customer information, Split large message, Auto-close up, Auto-follow up, Delay agent response and AI Manager.
7

Save

Click Save Agent. You see Agent created successfully and land on the new agent’s page. If one or more tools could not be enabled, you see Assistant created, but could not enable … Open it and try enabling them again. instead: the agent exists with everything else you chose, so open it, switch those tools on and click Save & review.
Everything you switched on before saving is stored with the agent. Two things cannot be done on the Create New Agent page and wait until the agent exists:
  • Connecting a WhatsApp number: clicking Connect under Channels shows You must save your agent first. Connect numbers on the agent’s page after publishing (see Connect knowledge, tools, channels and notifications).
  • Slack alerts: switching on New conversation assignment shows Save the agent first, then connect Slack from the agent settings page.

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Default values on the form

All capability and messaging switches start off. Fields that appear when you switch something on start with these values:

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Publish the new agent

A new agent has no published version yet. Its page header reads Save your assistant, then publish it for customer chats. Until you publish, a WhatsApp number you connect under Channels does not route to the agent, and the agent cannot be chosen with Set as default (the menu item reads Publish to set as default).
1

Make the first save from the agent page

Change anything on the agent page (for example, connect a WhatsApp number under Channels) and click Save & review. The first save records the agent as it was when created as a published version with the note Initial published version, and your edits become a draft.
2

Publish

In the Publish changes dialog, review the changes and click Publish changes. See Test and publish.
3

Route conversations to it

Attach a WhatsApp number under Channels and publish again, paste the Chat Widget embed code on your site, or choose Set as default from the agent’s row menu in Agents → Agents.
Use Test Agent in the agent header to try the agent before attaching a live number. Once the agent has a published version, Test Agent uses it; before the first save on the agent page it answers with the settings you chose when creating it. Test conversations appear in your Inbox and each AI reply uses one credit, like a real conversation.

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The agent onboarding created

The agent created during onboarding is named after your business (for example Noor Perfumes Assistant), already has a published version, and starts with a different setup than a blank New Agent:
  • A standard instruction set that names your business, makes the agent a Sales Representative (store connected) or Support Representative (no store), tells it to search the Knowledge Base before answering, asks for replies under 50 words in the customer’s language with one question at a time, and includes the business facts captured from your website. Open the agent and edit Agent Instructions to change it.
  • The Knowledge Base folder built from your website pages already connected.
  • Handover switched on.
  • In-conversation media and Customer information switched on.
  • Auto-close up switched on with a 24-hour inactivity window, and Auto-follow up switched on with one follow-up after 1 hour.
  • Delay agent response and AI Manager switched off.
Open it from Agents → Agents to review these settings before you connect a live number.

Writing instructions

What to put in Agent Instructions and how the AI Instruction Builder works.

Capabilities

What each switch under Capabilities and Messaging does.

Connect knowledge, tools and channels

Attach WhatsApp numbers, Website Chat and handover alerts.

Test and publish

Drafts, the publish dialog and version history.