Create an agent

1. Open Actions IA > Agents.
2. Click + Create an agent.
3. Give him an explicit name, such as “Orders Support”.
4. Describe his purpose.
5. Choose his tone.
6. Check his skills.
7. Allow only the necessary workflows.
8. Click Save.

The name is required and limited to 255 characters. The tone must be professional, warm, concise, enthusiastic or personalized.

After registration, the agent may be modified, published, defined by default or deleted.

Specialize

A goal like “Help customers track and modify their orders” allows a more reliable routing than “Respond to all questions”.

Example: command tracking agent

Configure AgentSupport commandeswith:

• objective: “To help a customer recover the status of his order and explain the next step, without changing the order without confirmation”;
• ton: warm and concise;
• competences: search for an order and consult its details;
• workflows allowed: None at the start, or only the return request workflow after validation.

The objective limits routing, the skills correspond to the really necessary readings and the absence of writing avoids an unexpected change. Test a follow-up request, a refund request and a general question to verify the scope.