Setting brands and channels per AI agent

Which agent covers which brand and channel. Overlaps here produce behaviour nobody configured.

Which agent covers which brand and channel. Overlaps here produce behaviour nobody configured.

Set it

1. Open the AI agent.
2. Choose the brands it covers.
3. Choose the channels within those brands.
4. Repeat for each agent, then read the whole picture.

Write the grid down

Brands across, channels down, which agent in each cell. Five minutes, and it makes both gaps and overlaps visible in a way the settings screens do not.

Empty cells mean customers meeting nothing. Two names in one cell mean unpredictable behaviour.

One agent per brand, usually

Brands differ in tone, in knowledge and often in language. One agent per brand keeps each of those coherent, and it means a change to one cannot affect the other.

Channels within a brand can share

The same agent on widget and WhatsApp is normally right: same knowledge, same tone, same handover. Split by channel only when the behaviour genuinely differs, such as email.

Knowledge follows the brand

An agent for one brand should answer from that brand's help centre. Pointing it at everything is how a customer of one brand receives an answer about another.

Check after adding a brand

A new brand arrives with no agent covering it, which is the safe default and easy to leave in place for months. Add it to the grid at the moment the brand is created.

See also

• Activating and managing AI agents
• What multiple brands solve and when to use them
• Which channels an AI agent can work on