What an agent is
An agent is who serves your customers: it has your instructions, your tone, your knowledge and a list of actions it can run. You can have one or several: one per brand, per channel or per type of customer, each with its own rules.
Instructions with structure
Instructions aren’t a loose block of text: they’re organized into identity, goals, context, style, limits and when to escalate. An assistant helps you improve and translate them, and nothing is saved until you accept it.
- Tone and languageHow it talks and in what language; it can serve customers in several.
- Greeting and suggested questionsThe first thing the customer sees when they open the chat.
- Handoff to peopleWhether it can pass the conversation to your team, and when.
- Company contextA profile of your business that all your agents share.
Actions with limits
Each action is turned on or off per agent, and each one has its permission: automatic or with a person’s approval. Refunds have a configurable cap: below it, the agent handles them on its own; above it, someone on your team approves them. If a rule is missing, the limit never loosens.
Draft, tests and publishing
- 1It starts as a draft. A new agent doesn’t serve anyone until you publish it.
- 2Changes go to a draft. If the agent is already live, what you change is prepared separately and the live agent stays the same.
- 3Publishing runs the tests. Before publishing, your test cases run against the draft. If one fails, nothing is published and the live agent isn’t touched.
Every time you save, a version is kept with who made it and what changed. You can go back to any of them, and going back can be undone too.
With your brand
The widget takes your colors and your logo, with a mascot of your choice, and you preview it at full size on desktop and on mobile before installing it on your website.
