AI Agent Customization
Customize your AI agents to provide consistent, on-brand customer support that aligns with your organization’s voice and requirements.
Agent Modes
Your AI agent can operate in two different modes:- AI Mode: Traditional AI-powered conversations with customizable instructions
- Workflow: Advanced workflow-based responses with conditional logic and automation
Basic Configuration
Instructions
Configure detailed instructions for your AI agent to:- Define how the agent should behave and communicate
- Set guidelines for handling customer interactions
- Establish response patterns and tone
- Use the “Generate with AI” feature for intelligent instruction creation
Transfer to Human
Enable automatic transfer to human agents when:- AI agent can’t handle the query
- Customer specifically requests human support
- Complex issues require human intervention
When transfer is enabled, you can select specific user groups that can handle transferred conversations.
Ask for Rating
- Enable/disable automatic rating requests at chat end
- Collect customer satisfaction metrics
- Track agent performance
Status Management
- Toggle agent between Online/Offline states
- Offline agents won’t accept new conversations
- Status is clearly displayed to customers
Workflow Mode
When using Workflow mode, your agent operates using predefined workflows instead of AI-generated responses. This provides:- Structured Conversations: Guide users through specific paths
- Conditional Logic: Route conversations based on user inputs
- Automation: Trigger actions based on conversation flow
- Consistency: Ensure standardized responses for common scenarios
Switch between AI Mode and Workflow using the toggle buttons at the top of the agent configuration.
MCP Tools
Learn how to extend your AI agent with external tools and services
Workflow Builder
Next: Learn how to create advanced conversation workflows
Knowledge Base
Learn how to enhance your AI agent with domain knowledge