Start the creation process

After logging inclick “Create agent” to start the process.

You can also duplicate an existing agent from the home page by clicking the three dots information icon next to a profile.The duplicated profile will have the same name as the originalbut appended with (copy). You can also export and import existing agents from .bin files.

Set a nameresponse languagevoiceand greeting line

Full page: VoiceAgent settingsCreate a new agent by entering an agent nameresponse languagevoiceand the welcome greeting.You can also set a project ID herewhich will determine your URL.After completing these stepsclick “Next”.

Entering Agent Studio and the knowledge base

Once you have created your agentyou will see is a blank knowledge base. Other functionality and settings are available on the left-side navigation bar.

Add a knowledge base item

Let’s get started by giving your agent some information it can use.Full page: Knowledge baseTo teach your agent factual informationyou can add knowledge base items. Each item contains:

• A topic title (for example“The café’s opening hours”)
• A set of sample questions that users might ask (e.g.“When do you close?”)
• The answer content your agent should return (e.g.“The café is closed on Mondays…”).

You can also add Actions to connect knowledge items with functionsAPIsor follow-up flows.

When editing or adding knowledgechanges are saved as Drafts. You can then publish to the Sandbox for internal testing before moving to Pre-release or Live environments. For more information on the deployment pipelinevisit the environments and versions feature page.

Change your language model

[Voice agents only] Select a number for telephony integration

Full page: Telephony IntegrationYou may buy a number or connect an existing number for your agent. You can also skip this step and return later.

[Webchat agents only] Design your chat widget

Full page: WebchatUse the Webchat Customize tab to set how the widget will look on your site. You can update the:

• Header text – the title shown in the chat window (e.g. “Cafe Assistant Cassandra”).
• Primary color – controls the header background and action elements like buttons. Enter a hex code or use the color picker.

The right-hand panel shows a live preview of your widgetupdating instantly as you change settings. This lets you verify stylingbrandingand greeting text before publishing.

After changing syou must redeploy the widget under Test and install → Generate script tag so updates appear on your site.

[Advanced] Integrate functions into your knowledge base

Full page: FunctionsWhat they do: Functions allow you to add dynamicprogrammable behavior to your agentand allow you to handle external API callsretrieve specific dataand use that data to make decisions based on real-time context.Example use case: An agent retrieving shipping information for a customer query about an order.

[Advanced] Add a flow to your project

Full page: FlowsWhat they do: Flows are designed for managing multi-step conversationslike booking a table at a restaurantresetting a passwordor collecting feedback.Example use case: A customer reservation flow for a restaurantwith steps to ask for the datetimeand number of people before confirming the bookingas well as handling any problems that might arise along the way.

Test your agent (web-chatbrowser callor phone)

Publish your agent