Creating an agent

You build and configure customer agents under Conversations → Manage agents. Each agent is a self-contained configuration: a persona, the conventions it follows, the knowledge it can read, the actions it can take, and the channels it answers on.

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The workspace

Open Manage agents and create or select an agent. Its configuration is organized into tabs:

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Persona

The persona is the agent’s system prompt—its identity, tone, and the high-level instructions it always follows. Write it the way you’d brief a new teammate: who they are, who they’re talking to, and what matters. Keep the persona about identity and voice. Specific, repeatable rules (“always greet by first name”, “never quote prices on LINE”) belong in guidance cards, which keep the persona short and let you scope each rule to the right channel.

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Knowledge

An agent only knows what you grant it:

• Knowledge store — the agent reads from your org’s knowledge store within the bounds of its assigned role. The role determines which folders it can see, so two agents can draw on different knowledge.
• Web search — enable it when the agent needs current information it can’t get from your own knowledge.

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Actions

Actions let an agent do things, not just answer—look up an order, create a ticket, check availability. An action is an endpoint on one of your apps that the agent is allowed to call. You grant actions two ways:

• Specific endpoints — pick individual endpoints the agent may call.
• Whole apps — grant an app, and the agent can call any of its agent-callable endpoints (including ones you add later).

Only endpoints that opt in to agent calls are available, and access is re-checked on every run—so revoking it on the app side takes effect immediately. See Cross-App Communication for how endpoints opt in.

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Settings

• Model — leave on the platform default, or pin a specific model.
• Reasoning effort — how much the model deliberates before answering.
• Message splitting — when on (the default), a reply can be split into separate chat bubbles by putting --- on its own line.

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Reply mode

Set the agent’s default reply mode—auto-send, auto-draft, or off—under Behavior. This is the default for new conversations; your team can override it per conversation at any time.

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Pair it to a channel

A configured agent doesn’t answer anything until a channel routes to it. Open Conversations → Channels and pair each connected channel to an agent:

• LINE and Facebook accounts pair here—inbound on that connection routes to the agent you choose. (Instagram DMs come through the Facebook Page connection.)
• Web needs no pairing—your app names the agent when it calls the SDK.

Connect the LINE or Facebook accounts themselves first under Settings → Integrations. See LINE and the Connected Services overview for connecting accounts.

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Test before you go live

Use the Test tab to hold a sandbox conversation with the agent—same persona, guidance, knowledge, and actions, but nothing reaches a real customer. Test conversations are kept separate from the live pool.

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Next steps