User Guide · AI Agents

Agent editor

Configure an AI agent tab by tab: identity and business context, behavior, knowledge, actions and self-learning.

The agent editor is where you shape everything an agent knows and does. Open it by clicking an agent card on the AI Agents page, or create a new agent with Create New Agent › Start from scratch. The left side holds the settings, the right side is a live test chat (see Test & playground).

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The agent editor: settings on the left, live test chat on the right.
  1. 1Build with AI: let the Copilot fill in the settings for you.
  2. 2Five tabs: Identity & General, Behavior, Knowledge Base, Actions, Self-Learning.
  3. 3Save Draft saves the agent as inactive.
  4. 4Publish saves the agent and makes it active.
  5. 5Test chat: try your unsaved changes right away.

Saving and publishing

ButtonWhat it does
CancelLeaves the editor without saving.
Save DraftSaves all settings and marks the agent Inactive, so it does not answer customers yet.
PublishSaves all settings and marks the agent Active.
An agent name is required before you can save. Both buttons return you to the AI Agents page afterwards.

Identity & General

This tab tells the agent who it is and what business it represents.

Configuration

Agent Icon & Name: the name customers may see, for example “Sara from Native Store”.

Business Context

FieldPurpose
Company NameThe brand the agent speaks for.
ActivityE-commerce, Services, Education, Healthcare, Real Estate, Restaurant / Food, or Other.
Niche / SpecialtyA list that depends on the activity (for example Fashion & Apparel or Electronics for e-commerce). With “Other” you type it freely.
GoalSales, Catalog (No Ordering), Lead Generation, Customer Support, or Booking / Scheduling. The goal shapes how the agent steers conversations.
Target AudienceWho your customers are, in your own words.
WebsiteYour site address, used as context and in replies.

Brand Assets

  • Logo URL: shown in the test chat header.
  • Brand Colors: type a hex value such as #7C3AED and press Enter to add it.
  • Social Links: Facebook, Instagram, Twitter, LinkedIn, YouTube or TikTok, so the agent can share them when asked.

Behavior

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The Behavior tab: instructions, language and conversation flow.
  1. 1Instructions: the agent’s role, style and step-by-step rules.
  2. 2Add prompt templates inserts a ready-made section to edit.
  3. 3Language & Dialect the agent replies in.
  4. 4Conversation Flow: welcome and off-hours messages.

Instructions

The most important field. Describe the agent's role, communication style and the actions it should perform, as clear, numbered steps. Add prompt templates appends one of four starting points: General instructions, Communication style, Geographical location, or Business hours.

Example instructions
You are Sara, the sales assistant of Native Store (fashion).
1. Greet the customer by name if you know it.
2. Answer questions about products, sizes and delivery from the knowledge base.
3. When the customer wants to buy, show the product and send the payment link.
4. If the customer asks for a refund, hand the chat to a human.
Keep replies short: 2-3 sentences, friendly, no long lists.

Language & Dialect

English, Egyptian Arabic, Saudi Arabic, Kuwaiti Arabic, UAE Arabic, or Modern Standard Arabic.

Conversation Flow

  • Welcome Message: sent automatically when a new conversation starts.
  • Off-hours Message: sent when the agent receives a message outside business hours.

Tone & Personality Guide

Write a Good Example and a Bad Example reply. Concrete examples steer tone better than adjectives.

Knowledge Base

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The Knowledge Base tab of an agent.
  1. 1Knowledge Sources: scanned websites and uploaded files.
  2. 2Analyze content with AI.
  3. 3Add knowledge source: upload a file or add a website.
  4. 4FAQ Builder: question-and-answer pairs the agent treats as a primary reference.

Add files and websites, build an FAQ, and give example conversations. The full guide is on the Knowledge base page.

Actions

Toggle what the agent may do on its own: close conversations, escalate to a human, update lifecycle stages, collect contact info, tag conversations and add internal notes. You can also link the agent to your store here. Details are on the Actions page.

Self-Learning

Available once the agent is saved. The agent studies resolved conversations and proposes insights: new FAQs, response patterns and learned facts.

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Self-Learning collects insights from resolved conversations.
  1. 1Turn self-learning on or off.
  2. 2Analyze Now scans recent conversations immediately.
  3. 3Counters: total, pending review, approved and rejected insights.
  4. 4Learning Mode: how much needs your approval.
  5. 5Filter insights by status and type.
Learning modeBehavior
SupervisedAll insights need your approval. Recommended to start.
Semi-AutoHigh-confidence insights are approved automatically; the rest wait for you.
Full AutoEverything is approved automatically (not recommended).

Each insight shows its confidence and the conversations it came from. You can Approve, Reject, Edit or Delete it.

Tips for a great agent

  • Start small: a clear role, five to ten FAQs and one source document beat a huge prompt.
  • Test after every change in the test chat before you publish.
  • Turn on Smart escalation to human so difficult customers always reach your team.
  • Review Self-Learning insights weekly and approve the good ones.