Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Creating an AI agent takes minutes. Making it worth publishing takes the preparation described here. It works on messaging, on email including the API and web form, and on voice.
Create it
- In Admin Center, click AI in the sidebar, then select AI agents and AI agents. That opens the AI agents workspace.
- In the workspace, click Dashboard in the sidebar, then Create AI agent, and choose the channel: for Messaging or for Voice. The name comes a step later and defaults to the brand's.
- Configure the persona so the tone and reply length match your brand.
- Connect your help centre so it has something to answer from.
- Set what happens when it cannot help.
- Test it, then publish it to the channels you want.
Voice has two extra rules
Only one AI agent can be active on a given phone line, as with a messaging channel. But you do not need a free line to build one: you can create and test a voice agent first and put it on a line afterwards, which is the sane order.
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 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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