Creating an agent: name, tone, and system prompt

Creating an agent

Agents are the AI entities that respond to customer tickets. Each agent has its own personality, knowledge sources, and escalation rules.

Name & Description

Give the agent a clear name (e.g. "Support Bot") and a short description of its purpose.

Tone

Choose how the agent communicates: Professional, Friendly, Concise, or Empathetic. This shapes the style of every reply.

System Prompt

An optional free-text field for detailed instructions. Use it to set rules like:

• "Never discuss competitor products."
• "Always refer users to the refund policy page."