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.


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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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