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Configure AI Agents

Before You Begin

Before you create or edit an AI Agent, make sure you have the following in place:

  • The Prompts your Agent will use — An AI Agent is built from Prompts, so create and finalize the Pre-Processing Prompt and Answer Generation Prompt you plan to use before building the Agent. Note the specific versions you want to reference.
  • A Knowledge Base — Each AI Agent is configured with a Knowledge Base. Confirm the relevant Knowledge Base is set up before you create the Agent.
  • A naming convention — Give each AI Agent a distinct name so it's easy to identify and reference the correct Agent within your contact flows.
  • Access to your contact flows — AI Agents are referenced in contact flows. Confirm you can reach the flows where the Agent will be invoked.

Limits and Constraints

Keep the following in mind when working with AI Agents:

  • Agents depend on Prompts and a Knowledge Base — An AI Agent requires a Pre-Processing Prompt, an Answer Generation Prompt, and a Knowledge Base. Changes to those underlying components can affect Agent behavior.
  • Version selection is explicit — When configuring an Agent, you select a specific version of each Prompt. Updating a Prompt does not necessarily update the Agent unless you point the Agent to the new version.
  • Testing is version-specific — When you test an Agent, you test one version at a time using the Version dropdown.

Step-by-Step Instructions

Create AI Agent

  1. In the left menu, expand Q in Connect.
  2. Click AI Agent.
  3. Click Create Agent.
  4. Enter the Agent Name and Description.
  5. Choose the Pre-Processing Prompt and Version.
  6. Choose the Answer Generation Prompt and Version.
  7. (Optional) Click the Play button to view or edit the Prompt text for the selected version.
  8. Choose a Knowledge Base.
  9. Click Save Agent to apply your changes.

Edit AI Agent

  1. In the left menu, expand Q in Connect.
  2. Click AI Agent.
  3. On the Agents list, click the Pencil icon in the Actions column.
  4. Edit the Agent description, Prompts, Prompt versions, and Knowledge Base.
  5. (Optional) Click the Play button to view or edit the Prompt text for the selected version.
  6. Click Save Agent to apply your changes.

Test AI Agent

  1. In the left menu, expand Q in Connect.
  2. Click AI Agent.
  3. On the Agents list, click the Chat Bubble icon in the Actions column.
  4. Enter your question into the text box and click Send.
  5. Use the Version dropdown at the top right of the screen to change the Version of the Agent you are testing.
  6. Click Show Details to view the AI command details during the test.

Delete AI Agent

  1. In the left menu, expand Q in Connect.
  2. Click AI Agent.
  3. On the Agents list, click the Trash icon in the Actions column.
  4. Click Delete Agent.