Agent Studio is where you build and manage AI agents for your support operation. An AI agent is an automated assistant that can handle incoming customer conversations on your
behalf. It answers questions, looks up information, completes tasks, and hands off to a human agent when needed.
What an AI agent can do
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Respond to customer messages automatically, 24/7
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Answer questions using your Knowledge Base (your website content, uploaded files, or help center articles)
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Use tools to take actions like looking up order details, checking status, or calling external APIs
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Detect when a conversation needs a human and escalate automatically
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Communicate in multiple languages
How Agent Studio is organized
Agent Studio has four sections, accessible from the sidebar.
Knowledge Base
Where you add the content your agent will use to answer questions. You can add your website by URL or upload files directly. The agent only knows what you put here. The more
complete your Knowledge Base, the better the agent performs.
Tools
Actions your agent can take beyond answering questions. Tools can call external APIs, look up data from other systems, or run built-in platform actions. You configure what
tools are available, and the agent decides when to use them.
Agents
Where you create and configure individual AI agents. Each agent has a name, a personality, a set of guidelines, and a selection of Knowledge Base content and tools it is
allowed to use.
Workflows
Scripted conversation paths for scenarios that need a fixed structure. Workflows send pre-written messages, present choices and buttons, and follow a set path. Unlike free
responses from the agent, workflows do not use AI to generate their messages.
How it works in a conversation
When a customer sends a message to an inbox that has an agent assigned, the agent responds automatically. It reads the message, searches its Knowledge Base if needed, uses any
relevant tools, and replies. If the agent determines it cannot help, or hits one of your defined escalation conditions, it hands the conversation to your human support team.
Before you start
To get the most out of Agent Studio, have the following ready:
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Your website URL, or files (PDFs, text documents) containing your product and support content
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A clear idea of what questions your customers ask most often
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The inboxes you want the agent to handle