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Use the AI Profile to configure your agent’s brand background, instructions, and actions. Test the configuration in Preview before publishing.

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Choose an AI Agent role

Create an AI agent and choose the role you want it to play.
Create AI Agent form showing the available roles and Customer service selected.

Choose the role that best matches the task you want the agent to handle.

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Quick start

We’ve already preconfigured all the basic settings. You can directly fill in your brand information, then chat with the AI in the preview panel on the right to see how it works. If you need to adjust the AI settings, just go to the specific section and edit them.
AI Profile settings with Basic information and the Preview panel.

Complete the agent profile and use Preview to test it before publishing.

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Writing instructions

In this module, you can tell the AI the general workflow it should follow, the communication style it should use, how to handle boundary issues, and more. We recommend breaking the guidance into several parts:

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Writing actions prompts

Based on the guidance, you can define actions that are triggered in certain special scenarios. Outside the guided workflow, if a scenario described below occurs in a conversation with the user, the AI will also take action according to your prompt requirements. For each action, describe:
  • When it should happen (conditions)
  • What the AI Agent should do
Actions can only trigger independently when enabled. If a specific action is disabled, it can still be used in instructions, but it cannot be triggered independently outside of instructions. This means that although the action remains available in predefined instructions or playbooks, it cannot be activated in other contexts until it is re-enabled.

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Using variables, hand off and contact tags

Variables menu opened from the AI Profile instructions.

Select Variables to insert a contact field into your instructions.

Variables What are variables? Variables allow you to reference specific contact information in AI prompts. Think of them as placeholders that are automatically filled with real customer data. How do they work? Whenever you need to mention contact details such as a name, email, purchase history, or any custom fields you’ve created, you can simply add variables in the prompt. The AI agent can intelligently understand when to:
  • Read field values (for example, “Hello {{contact.name}}”)
  • Update fields based on the conversation context (for example, “Collect the customer’s {{contact.phone_number}} during the conversation.”)
Handoff
Hand off menu with team and agent routing choices.

Select Hand off to choose the destination used by your instructions.

What is handoff? The Hand-off feature allows you to escalate a conversation from the AI agent to a human agent when needed. Available options:
  • Assign to a specific agent
  • Assign to a team
  • Assign to owner
  • Route to the contact’s account owner
  • Assign to previous handler
When to use: Configure Hand-off rules for complex inquiries, sensitive issues, or requests that the AI cannot resolve. Add contact tags
Add contact tags menu showing demonstration tags.

Select Add contact tags to choose a tag referenced by your instructions.

What are contact tags? Tags are labels you can automatically apply to contacts based on their behavior or conversation content. How to use it: choose specific tags to apply when certain conditions are met during the conversation. Common use cases:
  • Interest tracking: If the user asks about “Product A,” automatically tag them as “Interested in Product A”
  • Issue categorization: Tag contacts with “Billing issue” or “Technical support”
  • Lead qualification: Tag prospects as “Hot lead” or “Needs follow-up”
Benefits: Tags help you segment contacts, trigger automated workflows, and provide better personalization in future interactions.