An AI agent is a configured assistant. A human team member is managed separately under Agents. Choose a focused job for the assistant, such as answering questions about a small set of products.
Create the assistant
Open AI agents, choose the new-agent action, and enter a name and description. Open the agent to configure its canvas and the available model, instruction, and tool settings.
- 1Create an assistant with a focused job.
- 2Manage assistants from AI agents.
Give it useful instructions
Describe who it helps, the language and tone it should use, and what it should do when information is missing. For example: answer from the store’s approved information and ask a teammate for help when an order-specific answer cannot be verified.
Configure any required model or tool connection using a credential your workspace is allowed to use. Only connect tools needed for the assistant’s task.
Add and index knowledge
Open Test & knowledge, then the knowledge section. Add supported text, URLs, or files with current information. Use Index knowledge after adding or changing sources, and check that processing succeeds.
Uploading a file and indexing its content are separate steps. Review failed sources before assuming the assistant can use them.
Test and activate
Use the test conversation to ask real customer questions, including questions the source material does not answer. Review the answer and any shown source references. Fix unclear instructions or outdated knowledge and test again.
Activate the agent when ready, and connect it to the intended chatbot or workflow. An agent appearing in the list does not automatically mean every inbox uses it. Apply or activate later changes as the editor requests.