Set up an AI agent

An AI agent answers customers in your own words, using knowledge you give it. It is assigned to conversations exactly like a human teammate — assigning it is how you switch it on, and assigning a human takes over.

1. 1 Open AI agents and create one — start blank or from a template. Give it a name and an emoji.
2. 2 On the Agent tab, write its instructions: who it is, what tone to use, and what it must never promise. Optimize tidies them for you.
3. 3 On the Knowledge tab, add documents and pick knowledge sources — pasted text, files, or website pages it reads itself (Settings → AI knowledge sources).
4. 4 Add Examples — what a customer says and your ideal reply — and Media: pictures and PDFs it may send.
5. 5 Try it in the playground on the same page, then let it take real conversations.

Actions

On the Actions tab, switch on what the agent may do and tell it when: assign to a person or team, update contact fields and lifecycle stage, add labels, start a flow, leave an internal note, remember customers, understand photos and voice messages, take orders, and close conversations.

It knows when to stop

When a customer asks something outside its knowledge, or asks for a human, the agent hands the conversation to your team and stops replying, so nobody is trapped talking to a bot.