Once you have content in your Knowledge Base, you are ready to build an agent. This article walks through every field in the agent configuration form.
Getting started
Navigate to Agent Studio in the sidebar, then select Agents. Click Create Agent in the top right of the panel.
Basic information
Name (required)
A name for your agent. This is visible to your team, not to customers. Use something descriptive, for example "Support Agent" or "Billing Assistant".
Description (required)
A short summary of what this agent does. This helps your team understand the agent's purpose at a glance, for example "Handles general support questions for the web widget
inbox."
Persona Voice (required)
How the agent sounds when it talks to customers. Choose one:
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Friendly - Warm and approachable tone
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Professional - Business-like and formal
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Helpful - Supportive and solution-oriented
Language settings
Supported languages
Select the languages this agent can respond in. Currently supported: English, Arabic, Spanish.
Default language
The language the agent falls back to when it cannot detect the customer's language.
Auto-detect language
When enabled, the agent automatically detects the customer's language from their message and responds in kind. Disable this if you want the agent to always reply in the default
language regardless of what the customer writes.
Guidance
Guidance rules are plain-language instructions that shape how your agent behaves. Each rule is a single statement. Examples:
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"Always greet the customer by name if available"
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"Never discuss competitor pricing"
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"If a customer asks about a refund, collect their order number first"
Click + Add guideline to add more rules. You can add up to 20. Remove individual rules using the trash icon next to each one.
Tip: Be specific. "Be polite" is less useful than "Apologize when a customer expresses frustration before attempting to solve their issue."
Knowledge Base
Select which websites and files this agent is allowed to use when answering questions. Toggle on the content you want and the agent will search it when responding to customers.
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Only content with a Complete status can be assigned
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Content that is still processing, pending, or failed is shown but cannot be toggled on
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Use the search bar to filter by name
If the list is empty, go to the Knowledge Base section first and add your content.
Tools
Select which tools this agent is allowed to use. Tools let the agent take actions beyond answering questions, for example looking up data from an external system or triggering
an action.
Only tools configured in the Tools section of Agent Studio appear here.
Workflows
Workflows are scripted conversation paths you build in the Workflows section of Agent Studio. Unlike free responses, a workflow sends exact pre-written messages, presents
fixed choices and buttons, and follows a set path. No AI generation is involved in those steps.
Toggle on any workflows you want this agent to use.
Entrypoint workflow
One workflow can be marked as the entrypoint (star icon). The entrypoint workflow runs automatically at the start of every new conversation, before the agent begins responding
freely. Use this for things like a welcome message, collecting a customer's account number, or routing by topic.
To set an entrypoint, toggle a workflow on, then click the star that appears next to it. Only one workflow can be the entrypoint at a time.
If no entrypoint is set, the agent starts in free-response mode immediately.
Escalation
Escalation triggers
Conditions under which the agent hands the conversation to a human agent. Each trigger is a plain-language description of a scenario. Examples:
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"Escalate when the customer mentions a complaint or refund"
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"Escalate if the customer asks to speak to a manager"
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"Escalate for any billing disputes"
Click Add Trigger to add more. If no triggers are defined, the agent uses default escalation behavior.
Always Silent Escalation
When enabled, the agent hands off without sending any message to the customer. The conversation simply appears in your team's queue. When disabled, the agent may send a brief
handoff message before transferring.
Inbox assignment
Select which inboxes this agent should be active on. When a customer sends a message to an assigned inbox, the agent responds automatically.
Each inbox can only have one agent assigned at a time. If an inbox is already assigned to another agent, unassign it there first.
Saving your agent
Click Save when you are done. Your agent will appear in the Agents panel. From there you can:
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Edit to modify any configuration
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Clone to duplicate the agent as a starting point for a new one
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Delete to permanently remove the agent