Automation
Creating an AI Agent
An AI Agent answers your customers automatically, using your own business information. This guide walks through the guided setup wizard and the settings you get afterwards.
Step 1 — Create the Agent
From the left sidebar open AI Agent, then click New Agent.
Give the agent:
- An icon and a name
- A short description of what it does
- A Provider
Tip: you can use the platform's own AI Credits as the provider. Your credit balance renews automatically every month, so you don't need to bring your own API key to get started.
Step 2 — Choose a Setup Method
You'll be asked how you want to configure the agent:
| Method | When to use it |
|---|---|
| Platform-assisted (recommended) | The wizard asks about your business and writes the instructions for you |
| Manual | You write the system instructions yourself |
The rest of this guide follows Platform-assisted.
Step 3 — Pick the Agent's Job
Choose what the agent is for:
- Customer Support
- Sales Assistant
- Lead Qualification
- Appointment / Booking Assistant
- FAQ Assistant
- Receptionist
- Order Status Assistant
- Technical Support
- Custom
Click Next.
Step 4 — Pick Your Industry
Select the industry closest to your business — E-commerce, Travel, Restaurant, Hotel, Medical, Real Estate, Automotive, Education, SaaS, General Business, or Custom — then click Next.
Step 5 — Tell Us About Your Business
Fill in the basics that shape how the agent speaks:
| Field | Description |
|---|---|
| Business Name | Used by the agent when it introduces itself |
| Short Business Description | What you sell or do |
| Main Language | The language the agent replies in by default |
| Tone | Friendly, Professional, Formal, Luxury, or Casual |
| Reply Length | Short, Balanced, or Detailed |
Step 6 — Add Business Knowledge
Give the agent facts it can answer from. You have three choices:
- Import from Website — the platform reads your site and extracts products, services, hours, and FAQs
- Describe Your Business — type the information yourself
- Skip for now — add it later from the agent's settings
Step 7 — Set the Rules of Engagement
Decide how the agent behaves with customers:
- Which topics it is allowed to answer
- Whether it apologises when something goes wrong
- Whether it may ask the customer for images or files
- When a conversation should be handed over to a human agent, and whether handover is allowed at all
Step 8 — Review the Generated Instructions
The wizard shows the instructions it wrote for you, grouped into readable blocks such as Identity, Mission, and Communication.
Read them, edit anything that isn't right, and add anything missing. Then finish creating the agent.
After Creation — Agent Settings
You land on the agent's settings page, where you can adjust:
| Setting | What it controls |
|---|---|
| Enabled / Disabled | Whether the agent replies at all |
| Name & Persona Emoji | How the agent presents itself |
| Provider & Model | Which AI model answers |
| Temperature | Higher is more creative, lower is more predictable |
| Max Output Tokens | The longest reply the agent may produce |
| System Instructions | The full editable prompt |
You can also attach a Knowledge Base — upload PDF, TXT, MD, CSV, or DOCX files and the agent will answer from their content.
Testing the Agent
Open any customer chat in the CRM and click the AI Agent icon at the top of the conversation. From the same place you can switch the agent on or off mid-conversation, so a human can take over at any moment.
Good to know: if an automation flow is currently running on a chat, the AI stays silent until the flow finishes. This prevents two bots replying at once.
Next Step
Build a step-by-step flow to handle structured conversations.