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An agent answers your customers on the channels attached to it. You can create agents from the dashboard or with the API (POST /agents, see the API Reference).

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Create the agent

1

Open the agents

In the sidebar, open Communication > AI Agents and create a new agent.
2

Name it and choose how it answers

  • Name: shown to your team in the Inbox, the analytics and the API.
  • Agent enabled: an agent that is not enabled keeps storing messages but does not answer.
  • Use AI: the AI answers by following the instructions. When it is off, the agent sends the inactive message instead, for example “Our team will get back to you during opening hours.”
3

Write the instructions

The instructions are the system prompt of the AI (up to 15,000 characters). Describe who the agent is, what it may answer, how it should sound and when it must hand over to a human. For example:
You can change the instructions at any time; conversations already in progress keep their history.
4

Give it tools and knowledge (optional)

  • Tools let the agent call your own APIs, for example to look up an order. See Tools.
  • Knowledge bases are documents the agent searches before answering: FAQs, policies, product sheets. Your plan sets how many characters of documents each agent can hold. Your systems can also feed them through the API, see Agent knowledge.
5

Attach channels

An agent only answers on the channels attached to it. Connect a channel and choose this agent, or move an existing channel to it. See Channels.

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Test before going live

Before attaching a production channel, test the agent on a test number or mailbox: write to it as a customer would, check the answers and the tool calls in the logs, and refine the instructions.

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Agent limit of your plan

Your plan sets the number of agents your company can have. Once the limit is reached, creating an agent (or restoring a deleted one) is refused, in the dashboard and in the API, where the response has code 1005 and body.limit gives the limit of your plan. To free a slot, delete an agent you no longer use. To get more agents, upgrade your plan from Billing.

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Deactivate or delete an agent

  • Deactivate it (turn off Agent enabled) to stop it answering while keeping its channels.
  • Delete it when you no longer need it. An agent that still has channels cannot be deleted: move or detach its channels first. Its tickets, tools and history are kept, and a deleted agent can be restored as long as your plan allows it.