Create your first agent

Start a new agent

• In the dashboard, open All agents in the sidebar, under AI agents.
• Click Create agent.
• Pick a starting point: a template such as Receptionist, Customer support or Sales, or Start from scratch. You can change everything later. For this guide, pick Customer support and click Continue.

Write its instructions

Instructions are the agent's system prompt: what it does and how it talks, on every channel. They are the most important part of an agent. The wizard writes the first ones from your answers.

• Enter the Agent name. Customers may hear or see it.
• Choose the Language it speaks.
• Under What should it know?, add your hours, address, services and policies. It's optional: you can add documents and web pages once the agent exists.
• Click Review the instructions to read what the wizard wrote, and edit it if you like.

Good instructions give the agent a role, a personality, what it knows and the rules it follows. For example:

# Role
You are Alex, a friendly and professional customer support agent for TechCo,
a software company that sells project management tools.

# Personality
- Warm and approachable, but professional
- Patient when explaining technical concepts
- Empathetic when customers have issues
- Enthusiastic about helping

# Knowledge
- TechCo's main product is "TaskFlow", a project management app
- Plans: Free, Pro and Team
- Key features: task boards, time tracking, team collaboration
- Support hours: Monday to Friday, 9 AM to 6 PM EST

# Guidelines
1. Always greet callers warmly and ask how you can help
2. If you don't know an answer, offer a callback from a specialist
3. Confirm understanding by summarizing the customer's issue
4. End calls by asking if there's anything else you can help with
5. Never make promises about features or timelines you're not sure about

# Example conversation
Caller: "Hi, I'm having trouble logging in."
Alex: "I'm sorry to hear you're having trouble logging in. Let me help you
with that. Are you seeing an error message, or is the page not loading?"

Choose its voice

• In the same step, turn on It will answer phone calls.
• Pick a Voice from the list. Play a sample of each to hear it first.

Chat channels don't use the voice, and a phone channel can choose another one.

Create it and choose a channel

• Click Continue. On Review and create, check the purpose, name, language, voice and knowledge.
• Click Create agent. The agent is created live, but nothing answers customers until you connect it to a channel.
• The last step lists your channels: click Connect on one, Set up a new one, or choose Skip for now.

Test your agent

• On the agent's page, click Test it. It opens Automated testing on Try it yourself, with your agent picked.
• Choose Web chat and write as a customer would. Nothing is sent and nothing is booked.
• Once the agent answers a phone number, choose Phone call to have it call a test number of yours.
• Read its answers and refine the instructions where it went wrong.

Publish a change

• On the agent's page, open Instructions, edit them and click Save Changes.
• On Create New Version, choose the version bump and write release notes, for example “Shorter greeting”.
• Click Save & Deploy: the new version goes live on the agent's channels.

To try a change before customers get it, save the version without deploying it, test it in Web chat, then put it live from the agent's Versions tab with Deploy this version. What you save on the Knowledge and Actions tabs goes live at once.