Set up the AI agent

The AI agent answers customers in your own words, using knowledge you give it. It is assigned to conversations exactly like a human teammate — assigning it on is how you switch it on, and assigning a human takes over.

1. 1 Open AI agents and create one. Give it a name customers will see.
2. 2 Write its instructions: who it is, what tone to use, and what it must never do.
3. 3 Add knowledge — paste your FAQ, upload a price list, or point it at your website so it can read the pages itself.
4. 4 Try it in the playground, then let it take real conversations.

It knows when to stop

When a customer asks something outside its knowledge, or asks for a human, the agent escalates: it hands the conversation to your team and stops replying, so nobody is trapped talking to a bot.