AI Agents Overview
Understanding personas, workflows, memory, and Context configuration
The AI Agents section is where you configure how your AI support agent behaves and interacts with contacts.
What Are AI Agents?
AI Agents (also called Personas) are configurations that define your AI's personality, knowledge access, and behavior. Think of them as different "personalities" your AI can adopt.
Key Components
Personas
Personas define how your AI communicates:
- Tone - Friendly, professional, casual
- Response style - Concise or detailed
- Behavior settings - Escalation thresholds, language complexity
- Custom instructions - Business-specific rules
You can have multiple personas for different use cases.
Workflows
Workflows automate actions based on conversations:
- Webhooks - Send data to external systems
- Escalation - Hand off to human support
- Signals - Automatically categorize conversations
Memory
Memory lets your AI remember information about returning contacts:
- Preferences - How they like to be addressed
- History - Past issues or purchases
- Context - Business-specific data
Context
Context (Context Schemas) inject contact information into conversations. Configure at AI Agents > Context:
- Contact attributes - Name, plan, status
- Session data - Current page, cart contents
- Custom fields - Business-specific information
Skills
Skills enhance your AI by allowing it to take real-time actions during conversations:
- Data Retrieval - Fetch live data (e.g., Shopify order status)
- Automated Actions - Execute transactions (e.g., cancel a subscription)
- Action Approvals - Require human oversight before actions are taken
- Logical Conditions - Build rules defining when a skill requires approval or is blocked
When to Use Multiple Personas
Common reasons to create multiple personas:
Different Departments
- Sales persona - Upbeat, benefits-focused
- Support persona - Patient, solution-oriented
- Technical persona - Detailed, precise
Different Products
- Product A support - Access to Product A docs
- Product B support - Access to Product B docs
Different Audiences
- Consumer persona - Friendly, simple language
- Enterprise persona - Professional, detailed
Navigation
| Page | Purpose |
|---|---|
| Creating Personas | Set up new AI personas |
| Configuring Personas | Adjust behavior settings |
| Persona Variables | Dynamic content in prompts |
| Custom Instructions | Add business-specific rules |
| Workflows Overview | Understand automation |
| Creating Workflows | Build new workflows |
| Workflow Triggers | Configure when workflows run |
| Memory | Contact memory system |
| Context | Pass context to AI |