Create and configure a Chat Agent

Prepare the inputs

Before creating an agent, define its business goal, audience, allowed topics, qualification questions, conversion action and escalation path. Keep factual business information in the Knowledge Base and behavioural rules in the system prompt.

Set the agent identity

1. Open Chat Agents and create or open an agent.
2. Enter an internal Name that makes the use case obvious.
3. Set the customer-facing Display Name.
4. Add the correct support email for notifications and handoff.

The internal name should help your team distinguish agents. The display name should sound natural in the widget and match the brand.

Choose models and temperature

Select the primary model based on answer quality, speed and usage cost. Configure an alternative model when your plan supports it. Start with a low temperature for sales, booking and policy-sensitive use cases because consistency matters more than creativity.

Write the base system prompt

The prompt should define role, target customer, objectives, tone, conversation sequence, qualification logic, lead fields, booking behaviour, handoff conditions and hard limitations.

• Tell the agent what outcome to work toward.
• Specify which question should be asked next and when.
• Require one field at a time when natural lead collection matters.
• Prevent invented prices, availability, policies and confirmations.
• Define what happens when the Knowledge Base does not contain an answer.

Configure the conversation experience

Add suggested starter messages and popup messages that reflect real visitor intent. Choose whether to show sources, retain starter messages, enable streaming and allow supported voice or image features. Use debug mode only while diagnosing behaviour.

Configure handoff, alerts and limits

Use the settings tabs for automatic or keyword-based human handoff, unknown-answer email/webhook notifications and per-period message limits. Write a clear handoff message so the visitor knows what happens next.

• Send handoff notifications to a monitored destination.
• Test the webhook before launch.
• Set a reasonable usage limit and a helpful wait message.
• Do not expose internal prompt or anti-abuse rules to visitors.

Test before connecting channels

1. Ask common service, price and policy questions.
2. Ask an intentionally unknown question.
3. Trigger lead collection and human handoff.
4. Test one full booking flow when scheduling is connected.
5. Confirm notifications and saved records.
6. Repeat the test on mobile after widget configuration.