Plan requirement
| Subscription | Any plan |
| Access | Admin |
Creating an AI agent takes minutes. Making it worth publishing takes the preparation described here.
Create it
- Open the AI agents section in Admin Center.
- Create an agent and give it a name.
- Choose the channel it will work on.
- Point it at the knowledge it may use.
- Set what happens when it cannot help.
- Test it, then publish.
Before you start: pick five questions
The five your customers ask most, that have a documented answer. Write them down.
Those five are your scope, your test set and your measure of whether this is working. Without them you end up assessing the agent on everything at once and concluding it is disappointing.
Check the five articles
Open each one and read it as the AI will: is the answer actually there, stated plainly, or is it implied by context a reader would have and the AI will not?
This is where the hour goes, and it is the hour that decides the outcome.
Set the handover before anything else
Where it goes, and what the customer is told. An AI agent without a working handover traps people, which is worse than not having one.
Name it honestly
Something that does not read as a person's name. Customers work out quickly that they are talking to software, and a friendly human name makes them feel misled at exactly the wrong moment.
Test as a customer
Your five questions, phrased as customers phrase them: short, misspelled, incomplete. Not as you would write them.
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