Config Agent

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1. Engine: The Brain of Your Agent 🧠

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✏️ Prompt

• Friendly Example:

  “You are a friendly and straightforward assistant 🌞. Reply in Spanish in 2–3 sentences. If you do not know the answer, offer to transfer to a human.”

• Expert Example:

  “You are a senior technician 🛠️. Provide numbered, concrete steps. Be brief and professional.”

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⚙️ Additional Features

💡 Pro Tip: Always test toggle changes in the Playground before publishing. A feature that looks harmless can break the experience in certain channels.

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2. Guardrails: Nobody Wants a Rogue Robot! 🚧

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🛡️ What should you configure here?

1. Security (PII): Forbid requesting passwords or card details.
2. Tone and Scope: Prevent a pharmacy bot from advising on car repairs.
3. Escalation: Tell it when to give up and call a human.

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📝 Copy & Paste Template (Basic Security)

- These rules are MANDATORY.
- 🚫 Never request or reveal passwords or bank/card details.
- If the topic is sensitive, say: "I cannot handle this, shall I connect you with a human?".
- Maintain a professional tone. Do not use offensive slang.
- If asked about competitors, politely state you do not have that information.

💡 Pro Tip: If you change a guardrail, always test it in the Playground. A poorly set rule can silence your bot!

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3. Topics & FAQs: Guide the Conversation 📋

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🗂️ Prompt Topic

• Example: “When the user asks about billing, guide them through our refund policy step by step before offering to escalate.”

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⭐ FAQs Rating

• Message: The text shown to the user at the end (e.g. “Was this answer helpful?”).
• Button #1 / Button #2: Quick-reply options (e.g. 👍 Yes / 👎 No).

💡 Pro Tip: Use clear, friendly rating messages. Short feedback loops improve your agent over time!

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4. Fields with Instructions: Smart Data 💡

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⚙️ How it works (Add field)

1. Name: The internal name (e.g. shop_hours). Use snake_case.
2. Type: What kind of data is it? Options include String, Number, Boolean, List.
3. Instructions: The magic. Tell the bot how and when to use this data.
   • Bad: “Schedule”.
   • Good: “If the user asks when we open, reply with this exact value.”
4. Value return: The actual response the bot will output.

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🚀 Ready-to-use Examples

• 📅 Fixed Opening Hours
  • Instructions: “If asked about opening times, use this value with the text ‘Our opening hours are…’.”
  • Value: 09:00 - 18:00 Monday to Friday
• 📍 Address
  • Instructions: “Provide this full address when asked for location.”
  • Value: 123 Fake Street, Springfield
• 📦 Do we ship? (Boolean)
  • Instructions: “If true, confirm we ship; if false, say collection only.”
  • Value: true

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5. Events: Superpowers and Actions ⚡

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🔗 What are they for?

• 👨‍💻 Hand-off: The classic transfer to a human.
• 🎟️ Create Tickets: Report bugs to Jira or Zendesk automatically.
• 📡 Webhooks: Send data to your CRM or API.

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🛠️ Configure your first event

1. Name: Unique identifier (e.g. intent-agent-step-1, create_ticket).
2. Description: CRUCIAL! Explain when it triggers. The bot reads this to decide when to fire it.
   • Example: “Trigger this event when the user says ‘I want to speak to a person’ or appears angry.”

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🌟 Most-used event: Transfer to Human

• Name: intent-agent-step-1
• Description: “Activate this immediately if the user asks to speak to an advisor, human support, or a real person.”
• Action (in your backend): Configure the webhook to assign the chat to a live agent.

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6. Tools & Escalation: Handover Settings 🤝

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🔧 Tools

• Agent Handover Flow Configuration: When enabled, this lets you define exactly how the AI agent will transfer a conversation to a human agent. Configure the handover logic, triggers, and flow steps here.

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👤 Settings Conversation Human

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⭐ Agent Rating

• Message: What the user sees (e.g. “How would you rate our support today?”).
• + Add Answer Button: Add quick-reply rating options (e.g. ⭐ Excellent, 👍 Good, 👎 Could be better).

💡 Pro Tip: Combine Automatic assignment + Language required for a smart routing experience where the right agent always gets the right conversation.

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7. Voice: Give Your Agent a Voice 🎙️

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🔛 AI Voice Configuration

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🌐 Language & Model

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🔊 Audio Settings

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⏱️ Timing & Timeouts

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🔑 Keywords

💡 Pro Tip: Keep Turn Timeout short (5–8s) for snappy voice UX. Increase Silence End Call Timeout if your users tend to pause while thinking.

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8. Chat Settings: Session & Behaviour ⚙️

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📊 NPS Config

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💬 Limit History

⚠️ Heads up: A very low limit (e.g. 2) may cause the agent to “forget” context from earlier in the same conversation.

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⏳ Session Timeout

• IA Agent Downtime (Minutes): The idle time in minutes before the AI agent session ends (default: 1440 = 24 hours, minimum: 10 minutes).

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🔕 Inactivity Rules

💡 Pro Tip: Enable User inactivity with a friendly nudge like “Are you still there? 😊” to keep conversations alive and reduce abandoned chats.

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🎓 Best Practices Summary (Cheat Sheet)

• 🧪 Playground is your friend: Never publish without testing first. Pretend to be a difficult customer.
• 🚦 Clarity above all: In Prompts and Instructions, be direct. The bot does not understand hints.
• 🔁 Keep things up to date: If your opening hours change, update the Field. If policy changes, update the Guardrails.
• 🤝 Smooth escalation: Always provide an exit to speak to a human. Nothing is more frustrating than a bot stuck in a loop.
• 🎙️ Test voice separately: Voice behaviour differs from chat — always test audio flows independently before going live.

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🆘 Quick Troubleshooting