For users
Configure an AI agent
Give the agent a clear role, reliable knowledge, and safe boundaries for independent work.
Updated: August 7, 2026
01
Role and rules
A good setup explains whom the agent helps, which tasks it solves, and what it must never do. Write concrete rules and test them against real questions.
- Specify the product, audience, and purpose of the conversation.
- Set a calm tone and an acceptable answer length.
- Describe when the agent must acknowledge that information is missing.
- Forbid promises, discounts, and actions that require manual employee approval.
- Define the conditions for operator handoff.
02
Project knowledge
Knowledge explains how your product works: pricing, terms, instructions, and common errors. The current status of a specific customer must come from verified context or read-only diagnostics, not from a general article.
03
Choose an automation mode
- Use drafts during setup and after major knowledge changes.
- Auto reply is suitable for common scenarios that have already been tested.
- Pause the agent when the channel is connected but answers must not be created temporarily.
- When using manual control, finish the operator’s work before returning the conversation to the agent.