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Set up the AI agent in 15 minutes

Describe your business, give the assistant something to answer from, choose where it works, test it privately, then switch it on — in that order.

Tutorial

On this page

This walkthrough takes you from an empty AI agent to one that answers customers on one channel.

Safe to experiment. The agent stays paused until you turn it on in the last step. Until then, nothing you do here reaches a customer.

Before you start

  • A connected channel. If you have not connected one yet, start with connecting WhatsApp.
  • The right role. Changing the AI agent needs permission to manage it. Of the built-in roles, only Administrator has that. See members and roles.
  • Your ten questions. Opening hours, prices, delivery, location: the questions you actually get asked, with honest answers. If you worked through your first week, you already have this list.

How the page works

Open AI agent in the left navigation. The page has tabs — Overview, Behaviour, Skills, Knowledge, Actions, Channels & handover and Performance — with a Test sandbox on the right. On a narrower screen the sandbox starts folded away. Click the strip on the right edge to open it.

There is no Save or Publish button. Changes save themselves and apply to live conversations right away. That is why the switch at the top of the page matters. While it reads Not answering customers, you can change anything without a customer seeing it.

The walkthrough

  1. Describe the business. A new workspace sees a card titled Before it can answer anything with three items. Press Set up next to Describe the business. It takes you to Business description on the Overview tab. Write two or three sentences: who you are, what you sell, and what the assistant should help with. Leave out rules and prices. Facts belong in the knowledge base, and rules belong in guardrails. While you are on this tab, set the Agent name and a Tone (Warm, Professional, Playful or Custom).
  2. Give it something to answer from. Open Knowledge base from the left navigation and choose Paste text. Give the source a name like "Common questions" and paste your ten questions and answers. Wait until its status reads Ready. The agent only answers from what is in the knowledge base. With nothing there, it turns down every factual question instead of guessing. More on writing good knowledge.
  3. Check which knowledge it may use. Back on the AI agent page, open the Knowledge tab. If no base is ticked under Available knowledge bases, the agent can use all of them. That is fine to start with. Tick specific bases only if some of your material is not meant for customers.
  4. Choose where and when it answers. Open Channels & handover. Under Channels, tick the channels the agent should answer on. With none ticked, it answers on every channel, including ones you connect later. Under Schedule, choose Always, Only during business hours or Only outside business hours. The hours come from Automation → Business hours (the Set business hours link under the schedule opens it). With no hours set, the workspace counts as always open. The choice is made once, when a conversation starts, so a conversation never changes hands halfway through.
  5. Give it a way out. Still on Channels & handover, add one or two words to Hand over immediately when the customer says, such as human or agent, pressing Enter after each. Under Hand over to, choose a team, a person or Unassigned (whoever picks it up). Then open the Actions tab and tick Hand off to the team. Without that tick, only the keywords can pass a conversation to a person — the handover section says so, and its Turn on button ticks it for you. Why this matters.
  6. Test it in the sandbox. Type a message in the Test sandbox and press Run (or Enter). Try four kinds of message:
    • a question your knowledge covers — the answer should match what you wrote;
    • a question it does not cover — it should say it will check with the team, not make something up;
    • "Can I talk to a person?";
    • one of your handover keywords.

    Open the Trace under each reply to see what happened. It shows whether the agent Looked in the knowledge base, which Guidelines it followed, and any action it planned — shown as Would take an action (not run in a test). Press Reset to start a fresh conversation.

    Tests are private, not free. Nothing in the sandbox reaches a customer, but each run does use AI tokens from your plan.

  7. Turn it on. Once all three setup items are ticked off, the card changes to Everything it needs is set. Flip the switch at the top of the page. It now reads Answering customers. From here, new conversations on the channels you chose are answered by the AI, and the inbox shows a line saying which channels it covers.

The first few days

  • Read what it says. Open a handful of AI conversations each day. Messages it sent are marked AI agent in the thread.
  • Keep it cautious at first. On the Actions tab, How much it may do on its own decides whether its actions run straight away or wait for a person. Shadow or Review is the sensible setting for week one.
  • Check why it handed over. The Performance tab lists Why conversations left the agent. Missing knowledge is the reason you can fix: add the answer it was missing.
  • Pausing is one click. Flip the switch at the top of the page back and the agent stops answering customers.

Where to go next