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Managing Existing Agents

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Overview

Once you’ve created an agent, you’ll need to manage, update, and maintain it to ensure optimal performance. This guide covers editing and deleting agents.

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Editing Agents

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Accessing Agent Settings

Navigation: /agents → Click on agent name or “Edit” action → Modify settings

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Agent Information Tab

Basic Information:

• Agent name (can be updated)
• Agent description
• Agent instructions (core behavioral guidelines)

Updating Instructions:

1. Navigate to the Agent tab
2. Modify the instructions in the text area
3. Click “Save Agent” to apply changes
4. Test the agent after updating instructions

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Configuration Tab

The Configuration tab contains all behavioral settings and capabilities: Core Capabilities:

• Handover to humans
• Chat guard
• Follow-up messages
• Auto-close conversations
• Unsubscribe handling

E-commerce Features:

• Product recommendations
• Checkout functionality
• Order tracking

Advanced Settings:

• Response delay
• Message splitting
• Customer information inclusion
• Media support
• Response evaluator

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Tools Tab

Managing Custom Tools:

• View available tools from marketplace
• Connect tools to extend agent capabilities
• Disconnect tools no longer needed
• Configure tool-specific settings

Tool Connection Process:

1. Browse available tools
2. Click “Connect” for desired tools
3. Configure tool parameters if required
4. Test tool functionality
5. Save configuration

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Collections Tab

Knowledge Base Management:

• Connect existing knowledge collections
• Create new collections
• Edit collection content
• Disconnect unnecessary collections

Collection Connection:

1. View available collections
2. Toggle on/off for each collection
3. Edit collections by clicking “Edit Collections”
4. Save changes

Creating New Collections:

1. Click “New Collection” button
2. Provide collection name and description
3. Add knowledge content
4. Save and connect to agent

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Channels Tab

WhatsApp Number Management:

• View connected WhatsApp numbers
• Connect new phone numbers
• Disconnect unused numbers
• Test channel connectivity

Adding WhatsApp Numbers:

1. Ensure WABA (WhatsApp Business Account) is configured
2. Select available phone numbers
3. Connect to agent
4. Test connectivity

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Performance Tab

Metrics and Analytics:

• Conversation count
• Response times
• Handover rates
• Customer satisfaction scores
• Usage patterns

Performance Monitoring:

• Review metrics regularly
• Identify areas for improvement
• Track changes over time
• Compare with benchmarks

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Saving Changes

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Save Process

1. Make desired changes in any tab
2. Click “Save Agent” button
3. Wait for confirmation message
4. Test changes if necessary

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What Gets Saved

• All configuration changes
• Tool connections/disconnections
• Collection updates
• Channel modifications
• Performance settings

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Deleting Agents

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When to Delete an Agent

• Agent is no longer needed
• Replacing with new agent
• Consolidating multiple agents
• Testing/development agents

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Deletion Process

Steps:

1. Navigate to agents list page (/agents)
2. Locate the agent to delete
3. Click the delete action (trash icon)
4. Confirm deletion in the popup dialog
5. Agent is permanently removed

Important Considerations:

• Permanent Action: Deletion cannot be undone
• Conversation Preservation: Existing conversations are preserved but no longer handled by the deleted agent
• Configuration Loss: All agent settings and configurations are lost
• Tool Disconnection: All connected tools are automatically disconnected

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Before Deleting an Agent

Checklist:

• Export important configuration settings
• Ensure replacement agent is ready (if applicable)
• Notify team members using the agent
• Check for active conversations
• Backup any custom instructions or settings

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Alternative to Deletion

Instead of deleting, consider:

• Deactivating: Disconnect from channels to stop new conversations
• Archiving: Keep for reference but mark as inactive
• Modifying: Update for new purposes instead of creating new

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Best Practices for Agent Management

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Regular Maintenance

Weekly Tasks:

• Review performance metrics
• Check for new conversations
• Monitor handover rates
• Update knowledge collections

Monthly Tasks:

• Analyze conversation patterns
• Refine agent instructions
• Update connected tools
• Review and optimize capabilities

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Performance Optimization

Monitoring Key Metrics:

• Response accuracy
• Customer satisfaction
• Handover frequency
• Resolution rates

Improvement Actions:

• Refine instructions based on performance
• Add relevant knowledge collections
• Adjust capability settings
• Update tool configurations

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Collaboration and Access

Team Management:

• Ensure proper access permissions
• Document configuration changes
• Communicate updates to team
• Maintain consistency across agents

Change Management:

• Test changes before deployment
• Document reasons for modifications
• Keep backup of working configurations
• Monitor impact of changes

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Troubleshooting Management Issues

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Cannot Save Changes

Possible Causes:

• Network connectivity issues
• Invalid configuration values
• Missing required fields
• Permission restrictions

Solutions:

1. Check internet connection
2. Validate all configuration fields
3. Ensure required fields are completed
4. Verify user permissions

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Agent Performance Degraded

Possible Causes:

• Recent configuration changes
• Updated knowledge collections
• New tool integrations
• External service issues

Solutions:

1. Review recent changes
2. Test individual capabilities
3. Check tool connections
4. Verify knowledge collection content

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Cannot Delete Agent

Possible Causes:

• Active conversations
• Permission restrictions
• System dependencies
• Network issues

Solutions:

1. Check for active conversations
2. Verify deletion permissions
3. Contact system administrator
4. Try again later

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Recovery and Backup

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Configuration Backup

What to Backup:

• Agent instructions
• Capability settings
• Tool configurations
• Collection connections
• Channel assignments

Backup Methods:

• Document key settings
• Export configuration files
• Screenshot important settings
• Maintain change logs

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Recovery Options

If Agent is Accidentally Deleted:

• Contact technical support immediately
• Provide agent details and deletion time
• Restore from backup if available
• Recreate agent using documented settings