AI Agents Overview

The AI Agents section is where you configure how your AI support agent behaves and interacts with customers.

What Are AI Agents?

AI Agents (also called Personas) are configurations that define your AI's personality, knowledge access, and behavior. Think of them as different "personalities" your AI can adopt.

Key Components

Personas

Personas define how your AI communicates:

• Tone - Friendly, professional, casual
• Response style - Concise or detailed
• Behavior settings - Escalation thresholds, language complexity
• Custom instructions - Business-specific rules

You can have multiple personas for different use cases.

Learn more about personas →

Workflows

Workflows automate actions based on conversations:

• Webhooks - Send data to external systems
• Escalation - Hand off to human support
• Tags - Automatically categorize conversations

Learn more about workflows →

Memory

Memory lets your AI remember information about returning customers:

• Preferences - How they like to be addressed
• History - Past issues or purchases
• Context - Business-specific data

Learn more about memory →

User Data

User Data (Context Schemas) inject customer information into conversations:

• Customer attributes - Name, plan, status
• Session data - Current page, cart contents
• Custom fields - Business-specific information

Learn more about user data →

When to Use Multiple Personas

Common reasons to create multiple personas:

Different Departments

• Sales persona - Upbeat, benefits-focused
• Support persona - Patient, solution-oriented
• Technical persona - Detailed, precise

Different Products

• Product A support - Access to Product A docs
• Product B support - Access to Product B docs

Different Audiences

• Consumer persona - Friendly, simple language
• Enterprise persona - Professional, detailed

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