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AI Agents → Create Agent. Six steps. You can move back and forth; nothing goes live until you assign channels in the last one.

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1. Identity

Who the agent is and how it talks.
Instructions is the field that decides whether the agent is any good. Write it as if briefing a new employee on their first day: who we are, what we sell, our delivery times, what to say when we are out of stock, when to fetch a human. Vague instructions produce vague replies.

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2. Guardrails

Limits on what it may say. Covered in detail in Guardrails.

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3. Knowledge

Two ways to give it facts:
1

Upload documents

PDF, TXT, DOCX, CSV or MD, up to 10MB each. Price lists, policies, FAQs.
2

Learn from your website

Enter your site URL. We crawl it, extract the content and summarize it into the agent’s grounding. This can take up to a minute.

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4. Training

This step is easy to skim past and shouldn’t be. Press Find Gap Questions. The system generates the hard, business-specific questions the agent cannot confidently answer — the ones needing knowledge only you have. For each, it shows its own attempt and its confidence. Your job is to supply the correct answer. Pick a suggested answer, edit one, or write your own. You can discard questions that are not relevant.
This is deliberately not “here are questions it answers well”. Those need no work. The value is entirely in the gaps — the questions where the agent would otherwise invent something plausible.
Generation takes a minute or two and continues in the background if you leave the step open.

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5. Review & Compile

Compiling assembles everything above into the agent’s working configuration and produces an eval score by re-asking its own training questions. Re-compile any time you change instructions, knowledge or training answers. Until you do, your edits are not in effect.

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6. Assign

Choose which channels it replies on. Nothing happens until this step — an agent with no channels is inert. A channel can only be assigned to one agent at a time; a channel already taken shows as Assigned to another agent.

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After it is live

  • Overview → Edit to change any of the above, then re-compile.
  • Set as Default from the agent list.
  • Set Inactive to stop it without deleting it.
  • Watch its first real conversations in the inbox. The eval score is not a substitute.

Guardrails

Prohibited topics, never-rules, PII handling, escalation.

Tools

Giving it the ability to act, not just talk.