Build

Build your swarm of AI Agents to help your team be more effective.

Instructions

We recommend starting with the default persona, then tuning the instructions in order to get the behavior you want. These instructions can do everything from requesting a different tone of voice to instructing the agent what specific types of issues to handle vs. hand off to a live team member.

Training

You can set the resources available to your AI Agent via the Training Data page. Once different sources are scraped, you can give your AI Agent access to the relevant knowledge from the Resources tab within the Agent configuration. To see more details on available resources, check out the Resources page.

Agent Workflows

Assignment

To assign issues to an agent, visit the Assignment tab of its configuration. There are two toggles here:

• Agent Enabled should always be toggled if you want to the AI agent to be able to perform actions when assigned an issue.

• Silent Mode determines whether the agent will respond to customers. You should have this turned off if you want it to auto-respond.

  • An example of when to have Silent Mode turned on would be if you want to assign tickets first to an AI Agent that can help detect and auto-route issues to the right team without ever being visible to the customer.

Once you've set up these toggles, you can set up rules via Triggers just like you would for any other human teammate or manually assign relevant issues on a one-off basis.