General information
The AI agent is used to automate calls, chats, and case management. Follow the steps below to create and activate a new AI agent.
Step-by-step guide
1. Go to AI agents
Click the gear and select Organization Settings .
Then go to AI and select AI Agents .
Here you will see all existing AI agents.
2. Create AI agent
Click + Create AI Agent .
Give the agent a clear name, such as Support Agent , Sales AI , or Finance AI .
3. Description
Under Description , briefly write what the agent should do.
Example: “Handling questions at acme.se.”
It helps colleagues choose the right agent.
4. Choose voice
Under Voice , choose which voice the agent should use.
Try different options until you find one that suits you best.
5. Maximum call duration
In Maximum call duration, you specify how long the call can last before it ends.
Five minutes is the default, but you can adjust as needed.
6. Characteristics and personality
Under Traits & personality, you describe how the agent should behave.
Example: “Friendly, calm and professional. Speaks clearly and helps the user solve problems.”
7. Access to knowledge bases
Under Access to knowledge bases, enable the databases the agent should use.
You can turn on multiple databases at the same time and change it at any time.
8. Test the AI agent
Click Test AI Agent to chat with the agent and ensure it responds correctly.
9. See where the agent is used
Under Currently in use, you can see in which response groups and web chats the agent is active.
10. Save the AI agent
Click Save when everything looks good.
The agent is now complete and ready to use.
11. Connect to channel
Go to the respective channel setting (e.g. response group or web chat) and connect the agent to the correct location.
12. Remove AI agent
Click Delete at the bottom to delete the agent.
It only works if it is not in use.
13. Use the AI agent in different roles
Now that the AI agent is created, you can use it as:
- AI Support Agent
- AI-Telephonist
- Personal AI Telephonist
- AI agent in web chats You set this under the respective entity.
Use the AI agent
Now that the AI agent is created, you need to assign it a role as an AI Support Agent , AI Operator , Personal AI Operator , or as an AI agent in web chats .
This is done under the respective entity.
Tip
You can shape the agent's personality to mimic the tone of your brand.
If you don't have a specific tone to follow, the default setting works great – it provides a pleasant, clear, and professional agent.