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Creating and Configuring Agents

This guide walks you through the process of creating and configuring an AI agent in Popcorn.

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Creating a New Agent

  1. Log in to your Popcorn dashboard

  2. Navigate to the Agents section in the sidebar

  3. Click the Create Agent button

  4. Enter a name for your agent

  5. Click Create

Your new agent will be created with default settings. Now you can configure it to meet your specific needs.

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Configuring Agent Instructions

Agent instructions are the primary way you guide your agent’s behavior. Think of these as the “personality” and “knowledge” guidance for your agent.

  1. Navigate to your agent’s page

  2. Find the Instructions section

  3. Enter detailed instructions for how your agent should:

    • Represent your brand

    • Respond to customer inquiries

    • Handle specific situations

    • Maintain a consistent tone and style

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Tips for Effective Instructions:

  • Be specific about your agent’s role and limitations

  • Describe your company and products/services

  • Include guidance on tone, formality, and language style

  • Specify how to handle common customer scenarios

  • Provide examples of good responses

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Adding Capabilities

Add capabilities to extend what your agent can do:

  1. In your agent’s settings, locate the Capabilities section

  2. Enable the capabilities you want your agent to have

  3. Configure each capability’s specific settings

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Core Capabilities:

  • Chat Guard: Toggle on/off to control content filtering

  • Hand Over: Enable and customize when agents should escalate to humans

  • Knowledge Base: Connect your agent to your knowledge collections

  • E-commerce: Enable product recommendations, checkout, and order tracking

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Adding Custom Tools:

  1. Navigate to the Custom Tools section

  2. Select from your available custom tools

  3. Configure any tool-specific parameters

  4. Save your changes

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Configuring Communication Channels

Connect your agent to communication channels:

  1. In your agent’s settings, find the Channels section

  2. Select the WhatsApp number(s) to connect to this agent

  3. Configure channel-specific settings

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Testing Your Agent

Before deploying your agent:

  1. Use the Preview feature to test conversations

  2. Try different user scenarios to see how your agent responds

  3. Test each capability to ensure it works as expected

  4. Make adjustments to instructions or settings as needed

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Setting as Default Agent

If you want to make this your organization’s primary agent:

  1. Go to your agent’s settings

  2. Click the Set as Main Agent option

  3. Confirm your choice

The main agent will handle all conversations by default unless specified otherwise.

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Managing Multiple Agents

You can create multiple agents for different purposes:

  • Specialized agents for different products or services

  • Agents for different languages or regions

  • Agents for specific campaigns or promotions

Access and manage all your agents from the Agents section of your dashboard.