Create your first agent

Create a separate agent when one audience needs its own purpose, tone, or action rules. This guide creates Acme Support, an agent that answers questions about the refund policy you added in the previous quickstart.

Create the agent

1. In the dashboard sidebar, select New agent.
2. In Create agent, enter Acme Support in Name.
3. Choose Create manually.

The dashboard opens the agent’s Profile. Name identifies the agent to operators; Assistant name is the name visitors see in chat.

Give it a job

In Profile, set Assistant name to Acme Support. Under Instructions for the assistant, enter:

Help customers understand Acme’s refund policy. Answer from the available documents. Keep each answer practical and concise.

Choose Save draft after the save indicator stops showing a pending change. The draft is private, so it gives you space to test the wording before visitors use it.

Test and publish

1. Open Test Chat and ask What is the refund window?.
2. Confirm the response uses the refund-policy wording and its citation.
3. Choose Review & publish.
4. Read the draft review, then choose Publish revision.

Instructions, greeting wording, directives, routines, and context selections ship together in a revision. Agent name, channels, and skills each have their own live setting path, so use the review to check the behavior you are putting in front of customers.

Common failure modes

• The draft has unsaved changes. Choose Save draft before opening Review & publish.
• Confirm the refund-policy document reads Ready in Get your first grounded answer before testing chat.
• The published answer keeps an earlier behavior in an existing conversation. Start a fresh conversation to test the published revision.

Read next

• Make your agent act — give the team a destination and hand a conversation to a person.