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1. Create an AI Agent

A newly created AI Agent remains a draft. Complete the setup, test it in Preview, and click Publish before assigning it to a WhatsApp number.
In the YCloud console, open AI Agent and click Create Agent.
  1. Enter a name for the Agent.
  2. Select the role that best matches your use case.
  3. Complete the required information and click Create.
Create AI Agent form with four role choices.

Select a role that matches the customer task. This example shows Customer service before creation.

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2. Configure the Agent

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Profile

  • Basic: Add the name, description, and brand background. Brand information helps the Agent understand your industry, products, and services.
  • Guidance: Select a tone of voice and fallback language. Use Instructions to define the Agent’s role, response style, workflow, and boundaries.
  • Actions: Configure actions such as closing conversations, escalating to human agents, adding contact tags, and updating contact attributes. Clearly describe when each action should run.
Tip: Write clear, specific steps in Instructions. State when the Agent must escalate to a human and what information it must never invent.
AI Profile basic settings and Preview panel for a demonstration agent.

Complete the profile, then use Preview to test the agent before publishing.

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Capabilities

  • Skills: Break complex tasks into steps so the Agent can follow a defined workflow.
  • Knowledge base: Add business information that the Agent can use to answer customer questions.
When changes take effect: Profile and Skills changes require publishing. Knowledge base changes take effect immediately.

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3. Preview and Publish

  1. Enter common customer questions in the Preview panel and review the responses.
  2. Test knowledge answers, action triggers, human escalation, and unexpected questions.
  3. Click Restart preview when you want to start a new test conversation.
  4. When the Agent is ready, click Publish. If the status is Draft · Unpublished, the latest changes are not live.

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4. Assign the AI Agent to a WhatsApp Number

Complete and publish the Agent before assigning it to a number. Go to WhatsApp accounts > Settings > Inbox > Assignment.
Select the number you want the AI Agent to handle.
Assignment settings
Under Assign to, select AI Agent, then choose the AI Agent that should handle the conversations.
WhatsApp number Inbox assignment menu with the AI Agent option.

Open Inbox > Assignment for the selected number, then choose AI Agent under Assign to.