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Edit Agent Module Here you define who your agent is and how it thinks. It is the mandatory starting point.

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🎛️ Basic Control Panel

  • Name: Give it something descriptive (e.g. Lovi Support Bot, Sales Agent). Make it clear who it is!
  • AI Engine (The Engine):
    • 🧠 GPT: Ideal for natural conversation and answering open questions.
    • 🤖 NLP: Perfect for rigid processes, forms and closed flows.
    • 🤝 Hybrid (NLP + GPT): The best of both worlds (deep understanding + process handling).
  • Welcome Message: First impressions matter. 👋
    • Text: “Hello, how can I help you?”
    • Buttons: Add quick options (e.g. Support, Invoices) to reduce initial friction.
  • Rich Content: Want to send images, cards or pretty links? Turn it on ✅. (Note: if you use older channels like SMS, it’s better to leave it off).
  • Search with Sources: Give it access to your knowledge base. If ON, the bot will search your documents to answer. Ideal to prevent hallucinations.

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🎭 Prompt: Personality

This is the actor’s “script”. Defines tone and basic limits.
  • 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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2. Guardrails: Nobody wants a rogue robot! 🚧

Guardrails Module Here you set the red lines. Guardrails ensure your agent doesn’t say nonsense, talk about competitors or expose sensitive data.

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🛡️ What should you configure here?

Use this space to write rules that the bot must follow without exception.
  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. Fields with Instructions: Smart Data 💡

Fields with Instructions Need the bot to know opening hours, address or stock status without retraining the whole brain? Use Fields. They’re like sticky notes the bot reads before replying.

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⚙️ How it works (Add field)

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

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🚀 Ready-to-use Examples

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

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4. Events: Superpowers and Actions ⚡

Events Module Events are the bridge between chat and the real world. This is where the bot stops “talking” and starts “doing”.

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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

Click + Add event and fill in:
  1. Name: Unique identifier (e.g. intent-agent-step-1, create_ticket).
  2. Description: CRUCIAL! Explain when it triggers. The bot reads this to know when to press the button.
    • 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

Copy this configuration if you want your bot to know when to step aside:
  • 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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🎓 Best Practices Summary (Cheat Sheet)

To make your agent a 10/10, remember:
  • 🧪 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.

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🆘 Quick Troubleshooting

ProblemLikely Fix 🔧
Replies with outdated informationCheck Search with Sources or update your Fields.
Images don’t showYour channel (e.g. WhatsApp) may not support that Rich Content.
The bot hallucinatesTighten the Guardrails! Forbid invention.
Doesn’t transfer to a humanReview the event description. Is it clear?
You’re all set to build the best possible agent! Happy configuring! 🚀