Learn how to set up and configure your AI Agent so it can handle conversations, use knowledge, and automate workflows effectively.

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Connect knowledge sources

Your AI Agent uses knowledge sources to answer customer questions. Without connected resources, it won’t be able to respond to knowledge-based queries.

Wie man es einrichtet

  1. Go to Configuration
  2. Under Connect resources, click Select resources
  3. Choose your knowledge sources

Supported sources

Connect the AI Agent to a channel

You can connect your AI Agent directly to a channel to automatically handle incoming conversations.

Wie man es einrichtet

  1. Go to Connect to a channel
  2. Click Select a channel
  3. Choose a channel (e.g. Email, WhatsApp)

Important:
Each channel can have only one AI Agent connected.

Tip:
If you’re using Journeys and a channel is already connected there, do not connect the same channel again here. This prevents duplicate handling and conflicts.

Link Journeys

Journeys allow you to automate specific workflows and connect them to your AI Agent.

Wie man es einrichtet

  1. Go to Linked Journeys
  2. Click Create or link a journey
  3. Select the Journey you want to use

If no journeys are linked, your AI Agent will operate independently.

Set the default language

The AI Agent automatically detects the customer’s language. If it cannot detect the language, it will fall back to the default language.

Wie man es einrichtet

  1. Go to Default language
  2. Select your preferred language (e.g. English)

Generate summary on escalation

When a conversation is escalated to a human agent, the AI Agent can generate a summary of the interaction.

Wie man es einrichtet

  • Toggle Generate summary on escalation on or off

This helps your team quickly understand the context of the conversation.

Auto-close inactive conversations

You can automatically close conversations when customers stop responding.

Wie man es einrichtet

  1. Enable Auto-close inactive conversations
  2. Set the inactivity time (e.g. 1 hour)

Note: The auto-close time must be longer than the follow-up time.

Send reminders when there’s no reply

The AI Agent can send a follow-up message if a customer doesn’t respond.

Wie man es einrichtet

  1. Enable Send a reminder when there's no reply
  2. Set the inactivity time before sending a reminder (e.g. 1 hour)

Note: The follow-up time must be shorter than the auto-close time.

Activation

Once your configuration is complete:

  1. Enable Autopilot
  2. Click Save

Your AI Agent will start handling conversations automatically.

Connect integrations and custom actions

Use the Capabilities tab to connect your AI Agent to external systems and data sources. These can be referenced directly in your Scenario instructions.

Shopify Storefront

Connect your Shopify store to allow the AI Agent to search products, prices, and FAQs.

How to connect

  1. Go to the Capabilities tab
  2. Click Add integration action
  3. Select Shopify Storefront
  4. In the Shop name field, enter your Shopify subdomain — just the name, without .myshopify.com. For example, if your store URL is my-shop.myshopify.com, enter my-shop
  5. Click Connect shop

Where to find your shop name: Log in to your Shopify admin. The part before .myshopify.com in the URL is your shop name.

Use in a Scenario

"Use the Shopify Storefront to look up the product the customer is asking about and include the price in your reply."

Notion

Connect your Notion workspace to use its pages and databases as a knowledge source for your AI Agent.

How to connect

  1. Go to the Capabilities tab
  2. Click Add integration action
  3. Select Notion
  4. Authorise access to your Notion workspace

Once connected, the agent can retrieve and use content from your Notion pages when answering customer questions.

Use in a Scenario

"Use Notion to look up the guest policy and include the relevant section in your reply."

Custom actions

Custom actions let you connect any external system by calling an API endpoint of your choice. This is useful for order lookups, availability checks, loyalty balance queries, or any other system your team uses.

How to set it up a custom action

  1. Go to the Capabilities tab
  2. Click Add action
  3. Configure the following:
    • Action name – Give it a clear name. This is how you will refer to it in Scenario instructions.
    • When and why to use this action – Describe in plain language when the agent should use it. Be specific: the clearer this is, the more reliably the agent will trigger it.
    • Parameters (Collect) – Define what the agent needs to gather from the customer before making the API call. For each parameter, add a name and a description so the agent knows what to ask for.
    • Endpoint URL and method – The full API URL and the HTTP method (GET or POST). You will need API documentation or technical support for this.
    • Parameters (Send) – Map the collected parameters to the exact format the API expects.
    • Headers – Add any required headers, such as authorisation keys or content type.
  4. Click Add action

Use in a Scenario

"Use the order status action to retrieve the customer’s order details before responding."

"If the customer asks about availability, use the booking lookup action."

Examples of custom actions

  • E-commerce: order status, returns eligibility, loyalty points
  • Hospitality (THL): booking availability, upgrades, activity schedules

Need help?
Click Need help setting things up? in the setup modal for guidance.