Configure Your Chat Agent

After you create a Chat Agent, configure how it talks with your customers, what information it collects, and where it passes that context, whether to Journey Builder, your CRM, or a human agent in Converse Desk.

1. Click on the “Instructions” tab in the navigation bar.

   

2. Click on the “Knowledge Base” tab in the navigation bar.

   

3. Click on the “New Dataset” button in the Knowledge Base section.

   

4. Click the “Cancel” button in the modal to exit without creating a dataset.

   

5. Click on the “Settings” tab in the navigation bar.

   

6. Click on the “Agent Log” tab in the navigation bar.

   

7. Select the menu icon in the top left corner to open the main menu.

   

8. Click the “Create Agent” button in the top right corner.

   

9. Choose “Chat Agent” from the drop-down menu.

   

10. In the modal, select “Build from Scratch” to proceed.

    

11. Click on “Continue” to proceed with creating a new Chat AI agent from scratch.

    

12. Enter the AI agent name in the “AI agent name” field in the form.

    

13. Click on “Create Agent” to finalize the creation of the new AI agent.

    

14. Select the primary language for the agent from the drop-down menu in the form.

    

15. Choose the conversation style from the drop-down menu in the form.

    

16. Click “Connect” under “Lead Management” to attach the connector.

    

17. Click on the “Disconnect” button under “Lead Management” in the Connectors section.

    

18. Hover over the “Instructions” tab in the navigation bar to view missing fields.

    

19. Enter detailed instructions in the “Prompt Guidelines” section.

    

20. Click on “View Prompt” to see the system prompt details.

    

21. Close the “Complete Agent Prompt” pop-up by clicking the X button.

    

22. In the navigation bar, click on “Knowledge Base”.

    

23. In the Knowledge Base section, click on “Choose a Dataset”.

    

24. Click on the “Plus New Dataset” button.

    

25. In the modal, enter the dataset name in the “Dataset Name” field.

    

26. Click “Create Dataset” to finalize the creation of a new dataset named “Dataset for Sunshine Clinic”.

    

27. Click “Upload Documents” to add files to the dataset in the Knowledge Base section.

    

28. Observe the progress as the document upload begins in the Knowledge Base section.

    

29. Navigate to the “Settings” tab in the top navigation bar.

    

30. Select a communication channel from the list to proceed with publishing your agent.

    

31. Click the “Activate” button in the top-right corner of the Settings page.

    

32. Click on “Chat with Agent” in the Settings area.

    

33. Click “Start Chat” in the Chat panel.

    

34. Type a message in the chat input box to interact with the agent.