Creating an Agent

The six-step agent builder, from personality to channels.

Open AI Agents and click New agent. The builder has six steps, and a Test chat panel next to it lets you try the agent while you set it up.

Step 1: Define a Personality

Name your agent and set how it writes:

Tip: Detect personality automatically can fill this step from your channels. It uses AI steps from your plan.

Dialect & Language: search by country or dialect. A new agent starts with the dialect of your onboarding country.
Message length: short, normal or long.
Tone of voice: for example Friendly, Professional or Empathetic.
Emoji style: none, some or heavy.
Response timing: answer each message at once, or Wait to finish to answer several short messages together.
Send as multiple messages: splits a reply into 2 to 4 shorter messages.

Step 2: Provide Goals and Instructions

Choose your account type and write the primary goal, secondary goals, your offer and audience, pricing, how to handle complaints, and rules. Extract instructions automatically can draft this for you. Write as if you were briefing a new employee.

text

Example rules:

- Greet customers warmly and keep replies short.
- Share prices only from the price list in the knowledge base.
- If asked about returns, share the 30-day return policy.
- If a customer is angry or asks for a manager, hand off to the team.
- Never make up prices or product details.

Step 3: Knowledge Base

Add the files, web pages, text and connected tools the agent answers from. See Knowledge Sources for the details.

Step 4: Capabilities and Handoff

Choose whether the agent may answer general questions or only from your knowledge, whether it can update lifecycle stages, and how handoff to your team works.

Step 5: Automations and Workflows

Add auto messages (an exact text sent on a keyword or an AI-detected intent). A new agent is linked to all your app automations and workflows, so it knows them and does not reply on top of them. For an agent made earlier, turn on "Always link all automations" and "Always link all workflows", or pick them one by one.

Step 6: Review and Assign Channels

Pick the channels the agent should answer and click Confirm. Each channel has one agent; assigning a channel that already has one moves it to this agent.