Creating an AI agent to automatically resolve customer issues

AI agentsinteract with customers on messaging or email (including API and
web form) channels to resolve issues without human intervention, freeing
up your support team to spend more time on more complex issues.



What's my plan?






All Suites

Team, Growth, Professional, Enterprise, or Enterprise Plus









Support

Team, Professional, or Enterprise







Usage of AI agent functionality
is measured
through
automated resolutions.
Each account includes
an allowance of automated resolutions based on their plan.


This article does not apply to customers
who
bought AI agents - Advanced before March 10, 2026. See
this article
instead.


AI agents
interact with customers on messaging or email
(including API and web form) channels to resolve issues without human
intervention,
freeing up your support team to spend more time on more complex issues.


Each AI agent can interact on only one type of channel. For example,
a single AI agent
can’t interact with customers on messaging and
email channels. All newly created
AI agents use
agentic AI
by default.


You must be a
client admin in AI agents
to create an AI
agent.

This article contains the following topics:


Creating an AI agent for messaging


Creating an AI agent for email


Related articles:


Getting started with AI agents


Activating and managing AI agents


Creating an AI agent for the voice channel
(EAP)




Creating an AI agent for messaging


You can create an AI agent to interact with customers on messaging
channels. Only one
AI agent can be active on a given messaging channel at a time.


These instructions assume you've already created a
messaging
channel.


To create an AI agent for messaging




In the AI agents workspace, click
Dashboard in the sidebar.


Click Create AI agent and select
for Messaging.



The
Power your AI agent with
knowledge
page opens.





Under
Select one brand and knowledge base,
select the brand you want
the AI agent to use.

The knowledge base associated with the brand is
automatically connected to the AI agent so that it can
create
AI-generated answers based on that content. If the brand’s
knowledge
base:



Hasn't been created yet, click
Add knowledge base
to
create one.





Hasn't been activated yet, click
Activate knowledge base
to
activate it.





Doesn't have authentication turned on, click
Learn about
authentication
to
turn on help center
authentication for messaging.







(Optional) Add content from external websites using a web
crawler by
clicking either of the following:


Add existing: Select
one or more existing web crawlers you
want your AI agent to use and click
Add.





Create:
Create a new web crawler
to index website content.

Note: You must
have
at least one connected knowledge source before
continuing,
whether that’s an active help center or a web
crawler.





Click Next.

The Personalize your AI agent page
opens.






In Name, adjust the name for
the AI agent if necessary.

By default,
this name is <selected brand> AI agent.
This name appears at
the top of the Web Widget in messaging conversations.



In Business profile, enter
one or two short, factual sentences in
English that describe what your company does.

This information gives the
AI agent context so that it can give the most appropriate
responses.
Keep this description focused on simple text about your
company's
business domain, rather than marketing-focused material
that could
potentially influence your AI agent's behavior. Make
sure not to add
instructions
for the AI agent
to the business profile, which might lead to unexpected
errors.



Under Select tone of voice,
click Select on one of the
following options:


Professional: (Default)
A polite and direct tone.


Enthusiastic: An upbeat
and friendly tone.


Informal: A casual
and friendly tone.


Custom: A custom tone
created from scratch or an edited
version of one of the tones above.

If you select this option,
write some short guidelines that tell the AI
agent how to speak
to users. For example, “You maintain a polite,
approachable, and
conversational tone throughout the conversation.”





Under Add avatar, drag-and-drop
or click to upload an image.

The
image can be a JPG, PNG, or GIF file and it must be smaller
than 100KB.
An image size of 50x50 pixels gives the best results.
Simple, clear
images that represent your organization (such as a logo
or mascot) are
recommended.



In Select default language,
select the default language your AI agent
should use.

This is the language used when a customer’s
locale is unknown.



In Select languages for translation,
select the additional languages
that the AI agent should be able to use to respond to customers.

This list
is limited to
languages for which automatic
translation is available.
With automatic translations, the AI
agent’s
system replies,
like the
greeting and escalation messages, and other
dialogues
are automatically
translated to those languages. For more information,
see
Adding and managing supported
languages for AI agents.



(Optional) Test your AI agent to be sure it responds the
way you expect.


Click Next.

The Set up your AI agent on messaging
page
appears.






(Optional) Under System replies, expand each of the following
and customize
the messages as needed:


Greeting reply: What
the AI agent should say to greet the
customer at the beginning of the conversation. This
is part of the
Welcome reply
and can be
edited later.


Wrap-up reply: What
the AI agent should say at the end of a
conversation when collecting feedback from a customer
about their
experience. This is part of the
Collect BSAT response
and
can be edited later. There are two versions of this
message, split
into separate tabs:


Helpful: What
the AI agent should say if the customer
confirms the AI agent’s response was helpful.


Unhelpful:
What the AI agent should say if the
customer says the AI agent wasn’t helpful.
Select
Add
option to talk to a human and escalate
to
automatically add an Escalation block to
the Collect BSAT
response’s dialogue.




Escalation reply: What
the AI agent should say when
escalating a conversation to a human agent. This
is part of the
Escalation reply
and can
be edited later. Select
Collect name, email, and reason for
contact
if you want the AI agent to collect these details
when escalating.


Fallback reply: What
the AI agent should say when no relevant
use case is detected and a generative reply can't
be produced. This
is part of the
Default reply
and can be
edited later. Select
Add option to talk to a human and
escalate
to automatically add an Escalation block to the
Default reply’s dialogue.




(Optional) Test your AI agent to be sure it responds the
way you expect.


Click one of the following options:


Save and close: Save
your configuration so far and exit the
creation flow. You can continue configuring the AI
agent’s settings
before making it live for customers, but you can’t
return to the
creation flow for this AI agent. Instead, use the
AI agents workspace
to
perform any additional configuration as needed and
activate the AI agent
later.


Go to activation: Make
the AI agent live so that it can begin
interacting with customers.


Select the channels you want the AI agent
to interact with
customers on.


Click Activate on channels.




Your AI
agent is now live on your selected channels.
You can’t
return to the creation flow for this
AI agent, but you
can use the
AI agents
workspace
to perform any ongoing
configuration as needed.











Creating an AI agent for email


You can create an AI agent to interact with customers on email (including
API and web
form) channels. Only one AI agent can be active for a given support
email address or
web form at a time.


These instructions assume you've already created an
email,
API,
or
web form
channel.


To create an AI agent for email




In the AI agents workspace, click
Dashboard in the sidebar.


Click Create AI agent and select
for Email.



The
Power your AI agent with
knowledge
page opens.





Under
Select one brand and knowledge base,
select the brand you want
the AI agent to use.

The knowledge base associated with the brand is
automatically connected to the AI agent so that it can
create
AI-generated answers based on that content. If the brand’s
knowledge
base:



Hasn't been created yet, click
Add knowledge base
to
create one.





Hasn't been activated yet, click
Activate knowledge base
to
activate it.







(Optional) Add content from external websites using a web
crawler by
clicking either of the following:


Add existing: Select
one or more existing web crawlers you
want your AI agent to use and click
Add.





Create:
Create a new web crawler
to index website content.

Note: You must
have
at least one connected knowledge source before
continuing,
whether that’s an active help center or a web
crawler.





Click Next.

The Personalize your AI agent page
opens.






In Name, adjust the name for
the AI agent if necessary.

By default,
this name is <selected brand> AI agent.
This name appears at
the top of the Web Widget in messaging conversations.



In Business profile, enter
one or two short, factual sentences in
English that describe what your company does.

This information gives the
AI agent context so that it can give the most appropriate
responses.
Keep this description focused on simple text about your
company's
business domain, rather than marketing-focused material
that could
potentially influence your AI agent's behavior. Make
sure not to add
instructions
for the AI agent
to the business profile, which might lead to unexpected
errors.



Under Select tone of voice,
click Select on one of the
following options:


Professional: (Default)
A polite and direct tone.


Enthusiastic: An upbeat
and friendly tone.


Informal: A casual
and friendly tone.


Custom: A custom tone
created from scratch or an edited
version of one of the tones above.

If you select this option,
write some short guidelines that tell the AI
agent how to speak
to users. For example, “You maintain a polite,
approachable, and
conversational tone throughout the conversation.”





In Select default language,
select the default language your AI agent
should use.

This is the language used when a customer’s
locale is unknown.



In Select languages for translation,
select the additional languages
that the AI agent should be able to use to respond to customers.

This list
is limited to
languages for which automatic
translation is available.
With automatic translations, the AI
agent’s
system replies
and
dialogues
are automatically
translated to those languages. For more information,
see
Adding and managing supported
languages for AI agents.



(Optional) Test your AI agent to be sure it responds the
way you expect.


Click Next.

The
Set up your AI agent on email and web form
page appears.






In the
Let the customer know that someone will be in touch
text box,
enter the message that the AI agent should send if the conversation
needs to
be escalated to a human agent.


(Optional) Test your AI agent to be sure it responds the
way you expect.


Click one of the following options:


Save and close: Save
your configuration so far and exit the
creation flow. You can continue configuring the AI
agent’s settings
before making it live for customers, but you can’t
return to the
creation flow for this AI agent. Instead, use the
AI agents workspace
to
perform any additional configuration as needed and
activate the AI agent
later.


Go to activation: Make
the AI agent live so that it can begin
interacting with customers.


Select the channels you want the AI agent
to interact with
customers on.


Click Activate on channels.




Your AI
agent is now live on your selected channels.
You can’t
return to the creation flow for this
AI agent, but you
can use the
AI agents
workspace
to perform any ongoing
configuration as needed.











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