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Agent Configuration Guide

This guide provides detailed instructions for configuring and managing your AI agents through the dashboard.

Table of Contents

  1. Introduction to Agents
  2. Agent Roles
  3. Communication Setup
  4. Language Configuration
  5. Knowledge Base Integration
  6. Operational Management
  7. Performance Monitoring
  8. Best Practices

Introduction to Agents

Agents are AI-powered virtual assistants that represent your business and interact with customers across various communication channels. Each agent can be customized to handle specific roles, communication methods, and knowledge domains.

graph TD
    A[Agent] --> B[Role]
    A --> C[Communication Channels]
    A --> D[Knowledge Base Access]
    A --> E[Language Capabilities]
    A --> F[Operating Hours]

    B --> B1[Customer Service]
    B --> B2[Sales]
    B --> B3[Technical Support]
    B --> B4[Receptionist]
    B --> B5[Concierge]

    C --> C1[Phone]
    C --> C2[Chat]
    C --> C3[Email]

    D --> D1[Company Info]
    D --> D2[Product Details]
    D --> D3[FAQs]
    D --> D4[Policies]

    E --> E1[Primary Language]
    E --> E2[Secondary Languages]

    F --> F1[24/7]
    F --> F2[Business Hours]
    F --> F3[Custom Schedule]

Agent Roles

Configure your agent to fulfill specific business functions:

Available Role Templates

Role Description Best For
Customer Service Handles inquiries, resolves issues Support teams
Receptionist Manages greetings, directs inquiries Front desk operations
Concierge Provides recommendations and assistance Hospitality industry
Sales Assistant Qualifies leads, answers product questions Sales teams
Technical Support Troubleshoots technical issues IT departments
Appointment Scheduler Books and manages appointments Healthcare, services

Configuring a Role

  1. From the dashboard, navigate to Agent Configuration > Role Settings
  2. Select a predefined role template or choose "Custom Role"
  3. Customize the following aspects:
  4. Greeting style
  5. Response tone (formal, casual, friendly)
  6. Problem-solving approach
  7. Escalation thresholds
  8. Handoff procedures

For custom roles, you can define specific parameters and behaviors to match your unique business requirements.

Communication Setup

Configure how your agent interacts with customers:

Phone Communication

  1. Navigate to Agent Configuration > Communication Channels > Phone
  2. Click "Add Phone Number"
  3. Choose from available numbers or port an existing number
  4. Configure call handling:
  5. Greeting message
  6. Business hours handling
  7. Voicemail settings
  8. Call recording options
  9. Set up forwarding rules for complex inquiries
sequenceDiagram
    participant Customer
    participant PhoneSystem
    participant Agent
    participant HumanAgent

    Customer->>PhoneSystem: Calls business number
    PhoneSystem->>Agent: Routes call to AI agent
    Agent->>Customer: Greeting and initial interaction

    alt Simple Request
        Customer->>Agent: Asks question
        Agent->>Agent: Processes request
        Agent->>Customer: Provides answer
    else Complex Request
        Customer->>Agent: Complex inquiry
        Agent->>Agent: Identifies complexity
        Agent->>HumanAgent: Forwards call
        HumanAgent->>Customer: Handles complex request
    end

Multi-Channel Setup

For businesses operating across multiple communication channels:

  1. Configure each channel separately
  2. Ensure consistent information across all channels
  3. Set up cross-channel history viewing
  4. Configure channel-specific responses if needed

Language Configuration

Customize language settings to better serve your customer base:

  1. Navigate to Agent Configuration > Language Settings
  2. Set a primary language for initial interactions
  3. Add additional languages as needed
  4. For each language, configure:
  5. Greeting messages
  6. Common responses
  7. Special terminology
  8. Regional variations
flowchart TD
    A[Language Configuration] --> B[Primary Language]
    A --> C[Secondary Languages]

    B --> B1[Default Responses]
    B --> B2[Terminology]

    C --> C1[Auto-Detection]
    C1 --> C2[Language Switch Triggers]

    A --> D[Special Vocabulary]
    D --> D1[Industry Terms]
    D --> D2[Company-Specific Terms]

    A --> E[Regional Settings]
    E --> E1[Dialect Preferences]
    E --> E2[Cultural Adaptations]

Language Detection

Enable automatic language detection to improve customer experience:

  1. Navigate to the "Auto-Detection" tab
  2. Toggle "Enable Automatic Language Detection"
  3. Set confidence threshold (recommended: 80%)
  4. Configure fallback language

Knowledge Base Integration

Connect your agent to your company's knowledge resources:

  1. Navigate to Agent Configuration > Knowledge Integration
  2. Select knowledge base categories the agent should access
  3. Set priority levels for different information sources
  4. Configure how the agent should cite information sources
  5. Set up regular knowledge synchronization
graph LR
    A[Agent] --> B{Knowledge Base}
    B --> C[Company Info]
    B --> D[Products]
    B --> E[Services]
    B --> F[Policies]
    B --> G[FAQs]

    C --> C1[Contact Details]
    C --> C2[Business Hours]
    C --> C3[Locations]

    D --> D1[Product Catalog]
    D --> D2[Specifications]
    D --> D3[Pricing]

    E --> E1[Service Descriptions]
    E --> E2[Availability]
    E --> E3[Procedures]

    F --> F1[Terms & Conditions]
    F --> F2[Privacy Policy]
    F --> F3[Returns Policy]

    G --> G1[Common Questions]
    G --> G2[Troubleshooting]

Knowledge Base Testing

Verify your agent's knowledge access:

  1. Use the "Test Agent" feature
  2. Ask questions related to different knowledge categories
  3. Review responses for accuracy and comprehensiveness
  4. Adjust knowledge base access or content as needed

Operational Management

Starting Agents

To activate an agent:

  1. Navigate to Agent Management > Agent List
  2. Locate the agent you wish to start
  3. Click the "Start" button
  4. Verify agent status changes to "Active"

Managing Multiple Agents

For businesses with multiple agents:

  1. Use the agent dashboard to view all agents and their statuses
  2. Filter by role, status, or communication channel
  3. Use batch operations for starting or stopping multiple agents
  4. Set up agent groups for related functions
stateDiagram-v2
    [*] --> Configured
    Configured --> Starting: Start Command
    Starting --> Active: Initialization Complete
    Active --> Processing: Customer Interaction
    Processing --> Active: Interaction Complete
    Active --> Paused: Pause Command
    Paused --> Active: Resume Command
    Active --> Stopping: Stop Command
    Paused --> Stopping: Stop Command
    Stopping --> Configured: Shutdown Complete

Agent Scheduling

Configure when your agents are available:

  1. Navigate to Agent Management > Scheduling
  2. Select an agent to schedule
  3. Choose from schedule options:
  4. 24/7 operation
  5. Business hours only
  6. Custom schedule
  7. For custom schedules, define:
  8. Active days and hours
  9. Holiday exceptions
  10. Timezone settings

Performance Monitoring

Track and optimize agent performance:

  1. Navigate to Analytics > Agent Performance
  2. View metrics such as:
  3. Response time
  4. Conversation duration
  5. Resolution rate
  6. Customer satisfaction
  7. Escalation frequency
  8. Filter data by date range, agent, or role
  9. Export reports for further analysis
graph TD
    A[Performance Monitoring] --> B[Real-time Metrics]
    A --> C[Historical Reports]

    B --> B1[Active Sessions]
    B --> B2[Queue Status]
    B --> B3[Response Times]

    C --> C1[Session Totals]
    C --> C2[Resolution Rates]
    C --> C3[Satisfaction Scores]
    C --> C4[Escalation Analysis]

    A --> D[Performance Optimization]
    D --> D1[Knowledge Gaps]
    D --> D2[Training Opportunities]
    D --> D3[Role Adjustments]

Best Practices

Agent Configuration Checklist

✅ Clearly define agent role and responsibilities
✅ Configure all relevant communication channels
✅ Set up appropriate language capabilities
✅ Connect to comprehensive knowledge resources
✅ Define escalation paths for complex scenarios
✅ Establish business hours and availability
✅ Test thoroughly before deployment
✅ Monitor performance regularly
✅ Update knowledge base as information changes

Optimization Tips

  1. Start Simple: Begin with a focused role and expand capabilities gradually
  2. Regular Testing: Test agent knowledge and responses weekly
  3. Progressive Training: Use real conversation data to improve responses
  4. Feedback Loop: Implement customer feedback mechanisms
  5. Continuous Updates: Keep knowledge base and company information current