Agents
An agent is one independent support configuration for one website or product. It has its own knowledge, answer rules, tools, widget appearance, leads, and handoff settings.
When to create an agent
Create one agent per website, product, or support context. Separate agents keep content, answer rules, analytics, leads, and handoff settings easier to manage.
Workspace areas
| Area | Purpose |
|---|---|
| Overview | See agent status and jump into common tasks. |
| Knowledge | Manage indexed website links (Links) and uploaded documents (Documents). |
| Answer rules | Define the agent persona: identity, responsibilities, tone, forbidden rules, and conversion strategy. |
| Actions | Choose the tools the agent can use in chat, including custom tools backed by your own API. |
| Deploy | Configure widget content and style, preview the widget, and copy the embed code. |
| Operations center | Performance analysis, Customer leads, Human handoff, Conversation records, and Optimization suggestions. |
| Settings | General settings, Open API keys, Notifications, Security (allowed domains), and Webhooks. |
Naming
Use names that match the website or product visitors will recognize. Internal nicknames make conversation records and leads harder to interpret later.