Create & manage agents

What is an agent?

An agent is the AI configuration your customers talk to: model settings, instructions, tools (built-in and MCP), and links to knowledge and channels. Plans may cap max agents per organization.

Agent list

Open Dashboard → Agents (/agents) to see all agents for the current organization. From here you can:

• Create a new agent
• Open an agent’s chat playground (/agents/[agentId]/chat)
• Navigate to Agent settings, Widget, Integrations, or Channels while that agent is selected

Per-agent configuration

Each agent typically has:

• Display name and identifiers used in APIs and embeds
• System / support instructions (via Agent settings)
• Tool toggles — escalation, resolution, knowledge search, appointments, and optional workflow tools (see Built-in AI tools)
• MCP tools connected under MCP Tools

Binding to knowledge

Knowledge (Files, Crawler) is associated with your org and used at runtime based on agent and RAG configuration—ensure the correct agent is selected when testing in chat.

Best practices

• Use one primary agent per brand or locale to keep analytics clean.
• Clone patterns: duplicate settings in the UI if your app supports copying an agent (check your deployment).
• Name agents so teammates know which maps to widget vs WhatsApp, etc.