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What is a Custom AI Agent?

A Custom AI Agent is a task-focused assistant that:
  • Runs inside your workflows
  • Has its own prompt, tools, and context
  • Operates on a selected channel (e.g., chat, voice, or tickets)
  • Can be tuned for accuracy, creativity, or brevity depending on use case
Typical use cases include:
  • Order status agents that fetch and explain shipping updates
  • Billing agents that answer invoice questions
  • Returns agents that handle policy queries with tool access

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Steps to Create a Custom AI Agent

1

Navigate to AI Agents

Go to Workflows → Settings → AI Agents.
2

Add a New Agent

Click Add Agent to start the creation process.
3

Define the Agent

  • Name — Give your agent a clear name
  • Purpose — Add a short description (e.g., “Order Support Agent”)
  • Channel — Select where it operates (e.g., Chat)
4

Configure its Behavior

  • Prompt & Context — Provide a detailed system prompt and background info
  • Add Tools — Assign APIs or functions the agent can call
  • User Info — Pass variables (e.g., order_id, email) for customer context
  • Fine-Tune Model — Adjust model type, temperature, and max tokens
5

Save the Agent

Click Save to store your custom configuration.
6

Call the Agent in a Workflow

Add a Custom AI Agent block in any workflow to execute its function.