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In Agents there’s a card per agent, with its status and how many conversations it’s handling. To add one, tap New agent, give it a name (Sales, Aftersales…) and a color. It starts as a draft: you give it instructions and publish it. Each channel has one agent that answers first; that’s picked on the channel. See How it works.

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Instructions

  • Name the customer sees: how it introduces itself.
  • Instructions: what it handles and what it doesn’t, the company’s policies (shipping, exchanges, warranties), the tone, and when to hand off to a person.
Be concrete about when to hand off: «If they ask to talk to a person, or it’s a complaint about an order that didn’t arrive, hand the conversation off».

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Knowledge

FAQs, hours, prices, catalog, policies. The agent uses it to answer and doesn’t make up what isn’t there. Plain text is enough:

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Model

Pick the Model API (the provider, among those with a key in Models) and the model. Also:

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Tools

What the agent can do in the conversation and with cases. Reply and Hand off to the team are Always on; you turn the others on or off:
  • Open cases: log orders, complaints and questions to follow up.
  • Update cases: status, priority, summary and tags.
  • Internal notes: leave notes for the team.
  • Contact details: save the customer’s name and email.
  • History: look up the customer’s earlier cases.
Further down are the Actions in your systems (your connectors’ actions) and the AI consultants (minai agents connected in Integrations).

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Saving, publishing and versions

While you edit, the bar at the bottom says You have unsaved changes. Save draft saves it without changing what customers see; Publish creates a new version and it answers with it from then on. In Versions you see each version (Published, Draft, Previous), with its turns, handoffs and tokens over the last 7 days. Restore loads that version into the editor: then you save it as a draft or publish it.

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Deleting an agent

In Versions → Delete agent. The conversations it handles go to the team’s queue; conversations and cases stay. The agent and its versions can’t be recovered.