General information

The AI agent is used to automate calls, chats, and case handling. Follow the steps below to create and activate a new AI agent.

Step-by-step guide

1. Go to AI Agents

Click the gear icon and select Organization settings.
Then go to AI and choose AI Agents.
Here you’ll see all existing AI agents.

2. Create an 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 explain what the agent should do.
Example: “Handles inquiries on acme.se.”
This helps colleagues pick the right agent.

4. Choose voice

Under Voice, select which voice the agent should use.
Try a few options until you find one that fits best.

5. Maximum call length

In Maximum call length, set how long the call can last before it ends automatically.
Five minutes is standard, but you can adjust it as needed.

6. Traits and personality

Under Traits & Personality, 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 Knowledge base access, activate the databases the agent should use.
You can enable multiple databases at once and change them anytime.

8. Test the AI Agent

Click Test AI Agent to chat with the agent and make sure it responds correctly.

9. See where the agent is used

Under Currently used in, you can see which call groups and web chats the agent is active in.

10. Save the AI Agent

Click Save when everything looks good.
The agent is now ready to go.

11. Link to a channel

Go to the respective channel settings (for example, a call group or web chat) and connect the agent to the right place.

12. Delete AI Agent

Click Delete at the bottom if you want to remove the agent.
Note: this only works if the agent isn’t currently in use.

13. Use the AI Agent in different roles

Now that your AI agent is created, you can use it as:

• AI Support Agent
• AI Receptionist
• Personal AI Receptionist
• AI Agent in Web Chats
  This can be configured under each entity.

Use the AI Agent

Once your AI agent is created, assign it a role as a Support Agent, Receptionist, Personal Receptionist, or as an AI Agent in Web Chats.
This is done under each entity.

Tips

You can shape the agent’s personality to match your brand’s tone of voice.
If you don’t have a specific tone defined, the default settings work great — they’ll give you a friendly, clear, and professional agent.