Setting brands and channels per AI agent

Which agent covers which brand and channel. Only one AI agent can be active on a channel at a time, so an overlap is not a preference but a conflict.

Which agent covers which brand and channel. Only one AI agent can be active on a channel at a time, so an overlap is not a preference but a conflict.

Set it

1. Decide the brand when you create the AI agent. Cloning an existing one asks you which brand the copy belongs to, which is the quick way to give a second brand the same behaviour without sharing an agent.
2. In the AI agents workspace, click Dashboard, open the options menu on the agent and select Manage channels to choose the channels it covers.
3. Point it at the right knowledge: Content > Knowledge sources, then click Edit sources. In the dialog a help centre can be the one for a specific brand.
4. Repeat for each agent, then read the whole picture.

Only one AI agent can be active on a channel at a time, so the grid below is not just tidiness: two agents cannot share a cell, and connecting a second one takes the channel off the first.

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, which is a real risk on a brand nobody thought about. A cell you thought had two agents in it has one, and probably not the one you meant.

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