Activating and managing AI agents

After youcreate an AI agent, you need to activate it before it can begin
interacting with customers on your chosen channels. At any time, you can
also manage an AI agent’s channels, or clone or delete it.



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After you
create an AI agent,
you need to activate it
before it can begin interacting with customers on your chosen channels.
At any time, you
can also manage an AI agent’s channels, or clone or delete it.

This article contains the following topics:


Activating an AI agent


Managing an AI agent's channels


Editing an AI agent


Cloning an AI agent


Deleting an AI agent


Related article:


Getting started with AI agents




Activating an AI agent


This section does not apply
to customers
who bought AI agents - Advanced before March 10, 2026. AI agents
created by those
customers do not need to be activated.


Activating an AI agent makes it live for customers on the channels
you choose. You
might have activated an AI agent during the creation process, or
you might have
saved its configuration without activating it yet.


To activate an AI agent




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


In the list of AI agents, hover over an AI agent with the
status
Ready to
activate
and click Activate.




The
Manage your
channels
dialog opens.







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



Click Save changes.

Your AI agent is now live on your selected
channels.




Note: To deactivate an AI agent,
use the Manage channels
option
to deselect the channel you no longer want it to work on.





Managing an AI agent's channels


This section does not apply
to customers
who bought AI agents - Advanced before March 10, 2026. Instead, see
this article
for messaging AI agents or
this article
for email AI agents.


At any time, you can manage the channels that your AI agent is live
on. Only one AI
agent can be active on a channel at a time.


If you initially created an AI agent for messaging channels, you
can’t later activate
it on email (including API or web form) channels, and vice versa.


For messaging AI agents only: When you select channels for an AI
agent,
routing rules
are automatically created.
Routing rules determine which AI agent should respond on a given
channel, and apply
only to messaging channels, not email.


To manage an AI agent’s channels




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


In the list of AI agents, hover over the AI agent you want
to manage
channels for.


Click the options menu ( )
and select Manage channels.

The
Manage your channels dialog opens.






If a channel is selected, it means the AI agent is
already live on
that channel.


If a channel is deselected, it means the AI agent
isn’t currently
live on that channel, but it’s available to be added.


If a channel already has an active AI agent, you
can’t add another
one. You must first deactivate the active AI agent
by managing its
channels before you can activate another.





(Messaging AI agents only) If you
modified the AI agent’s routing
rules,
you can no longer manage the AI agent’s channels
through this menu.






Select or deselect the channels as needed.

Click Save changes.

Your AI agent is now live on your selected
channels.







Editing an AI agent


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

You can make updates to an AI agent as needed.

To edit an AI agent




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


In the list of AI agents, hover over the AI agent you want
to edit.


Click the options menu ( )
and select Edit configuration.

You’re
taken to the
General settings page.
From
here, you can make changes to the AI agent’s basic details,
or else
navigate elsewhere in the AI agents
workspace
to make additional updates to the AI agent’s
configuration.







Cloning an AI agent


You can clone an existing AI agent. This is helpful if you want to
use it as a
starting point for a new AI agent in the same environment, or if
you want to copy an
AI agent between your production and sandbox environments.

Note: Currently, you can’t clone
an AI agent that was
created from the dashboard.



When you clone an advanced AI agent from one environment to another
(such as from
production to sandbox), the following items are duplicated:



The AI agent itself, including any
supported languages


Template replies


Use cases,
including their associated
replies
and
dialogues


System replies


Entities


Operating hours


Generative procedures
(excluding
linked actions)


API integrations



When API integrations in dialogues or procedures are duplicated:



The cloned API integration is named “&lt;API integration name&gt;
(Clone)”.


If the source API integration has an authentication integration,
that’s cloned
too.

No changes are made to the source API integration.

API integrations in dialogue flows in the cloned AI agent are
automatically
replaced with the cloned versions of the API integrations.



To clone an AI agent




In the AI agents, click
Organization management in the sidebar, then select Organization
management.


In the AI agents list, find the AI agent you want to clone.


Click the Duplicate ( )
icon.
A dialog appears.





In AI agent name, enter a name
for the cloned AI agent.


In Select organization, select
the organization you want to clone the
AI agent to (either your production or sandbox environment).


Click Duplicate.






Deleting an AI agent


You can delete an AI agent if you no longer need it. Deleting an
AI agent deletes any
AI agent–specific settings or personalization, but it doesn’t delete
content shared
with other AI agents, such as API integrations. You must be a client
admin with
access to the AI agent to be able to delete it.


For messaging AI agents only: An AI agent can’t be deleted if any
routing rules
are currently assigned to
it. You must remove any routing rules assigned to the AI agent, including
the
Fallback rule, before you can delete it.

Important: Deleting an AI
agent is permanent and cannot be undone. Make sure you no longer
need the AI agent before deleting it.



You can delete an AI agent from the Dashboard or from Organization
management.


To delete an AI agent from the Dashboard

These instructions don't
apply to customers who bought AI
agents - Advanced before March 10, 2026.





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


In the list of AI agents, hover over the AI agent you want
to delete.


Click the options menu ( )
and select Delete.


In the confirmation dialog, click
Delete agent.




The AI agent is
permanently deleted.





To delete an AI agent from Organization management




In the AI agents, click
Organization management in the sidebar, then select Organization
management.


In the AI agents list, find the AI agent you want to delete.


Click the Delete ( )
icon.
A dialog appears.





In the text field, enter the name of the AI agent exactly
as it
appears.

The name must have the exact same casing and
spacing.






Click Confirm.
The AI agent is permanently deleted.






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