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Creating AI Agents

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Getting Started with Agent Creation

Creating a new AI agent is the first step to automating customer interactions. This guide walks you through the complete process. Path: /agents → Click “New Agent” button → Fill out agent creation form

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Required Information

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Essential Fields

  • Agent Name: A unique identifier for the agent (must be unique within your organization)
  • Agent Instructions: Detailed behavioral guidelines that define how the agent should respond and behave

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Optional Configuration

  • Agent Description: Brief description of the agent’s purpose and role
  • Initial capabilities and tools: Basic features to enable during creation
  • Knowledge collections: Connect existing knowledge bases
  • WhatsApp channel connections: Link to specific phone numbers

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Step-by-Step Creation Process

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1. Basic Information Setup

  1. Navigate to the agents list page (/agents)
  2. Click the “New Agent” button
  3. Enter a unique agent name
  4. Provide clear, detailed agent instructions
  5. Add an optional description

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2. Configure Core Capabilities

During creation, you can enable basic capabilities:
  • Handover to Humans: Allow agent to transfer conversations to human operators
  • Chat Guard: Protect against inappropriate content
  • Follow-up Messages: Automatically re-engage customers
  • Auto-Close: Automatically close inactive conversations
  • Unsubscribe Handling: Allow customers to opt out

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3. E-commerce Features (Optional)

If your business involves product sales:
  • Product Recommendations: Enable product suggestions
  • Checkout Functionality: Allow direct ordering through chat
  • Order Tracking: Provide order status updates

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4. Connect Knowledge Collections

  • Select existing knowledge collections to connect
  • Create new collections if needed
  • Collections provide the agent with information to answer customer questions

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5. Setup WhatsApp Channels

  • Connect specific WhatsApp business numbers
  • Ensure proper WABA (WhatsApp Business Account) configuration
  • Test connectivity before going live

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6. Save and Deploy

  • Review all configurations
  • Save the agent
  • The agent will be created and ready for use

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Best Practices for New Agents

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Writing Effective Agent Instructions

  • Be Specific: Clearly define the agent’s role and responsibilities
  • Include Examples: Provide sample responses for common scenarios
  • Set Boundaries: Define what the agent should and shouldn’t do
  • Use Consistent Tone: Maintain brand voice throughout interactions
  • Keep It Updated: Regularly refine based on performance

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Initial Configuration Recommendations

  • Start Simple: Begin with basic capabilities and add advanced features gradually
  • Test Thoroughly: Verify each capability works as expected
  • Monitor Performance: Track metrics after deployment
  • Gather Feedback: Collect user feedback for improvements

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Common Creation Issues

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Agent Name Already Exists

Problem: “Agent name must be unique” error Solution: Choose a different, more descriptive name

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Instructions Too Vague

Problem: Agent responses are inconsistent or unhelpful Solution: Provide more detailed, specific instructions with examples

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Missing Required Fields

Problem: Cannot save agent configuration Solution: Ensure agent name and instructions are provided

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Knowledge Collection Connection Fails

Problem: Collections don’t connect properly Solution: Verify collection exists and you have proper permissions

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Post-Creation Steps

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1. Test Your Agent

  • Use the “Test Agent” feature in the sandbox
  • Try various conversation scenarios
  • Verify responses match expectations

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2. Monitor Initial Performance

  • Check conversation metrics
  • Monitor handover rates
  • Review customer feedback

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3. Iterate and Improve

  • Refine instructions based on real interactions
  • Add or remove capabilities as needed
  • Update knowledge collections with new information

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Next Steps

After creating your agent:
  1. Configure Advanced Settings: Explore the Configuration tab for fine-tuning
  2. Connect Additional Tools: Add marketplace tools for extended functionality
  3. Setup Performance Monitoring: Establish metrics tracking
  4. Train Your Team: Ensure human operators understand handover procedures