Back to docs
Automations
AI Agents
Deploy AI-powered agents for automated customer interactions.
What are AI Agents?
AI Agents are intelligent bots that can understand customer messages, answer questions, and perform actions autonomously.
Setting up an AI Agent
- Go to AI Agents > New Agent
- Define the agent's knowledge base (FAQs, product info, policies)
- Set conversation boundaries and escalation rules
- Configure handoff triggers for complex queries
- Activate and monitor performance
Training your agent
- Upload documents, FAQs, and product catalogs
- Review conversation logs to identify gaps
- Add custom responses for common questions
- Set confidence thresholds for human handoff
Handoff to humans
Configure when the AI should escalate to a human agent:
- Low confidence responses
- Customer explicitly requests a human
- Sensitive topics (billing, complaints)
- After a set number of failed responses
