Agents

Agents are AI-powered chatbot entities responsible for handling conversations with users.

Agent responsibilities

Agents act as the frontline of your customer interaction. Their primary responsibilities include:

Answer questions: Provide accurate information based on the assigned knowledge base.
Guide users: Help users navigate your product, website, or services.
Automate workflows: Perform routine tasks like booking appointments or collecting user details.
Trigger integrations: Interact with external APIs and CRMs to fetch or update data during a conversation.

Agent configuration

To make an agent effective, it must be properly configured. The key configuration components are:

📚 Knowledge base

The set of documents, FAQs, and URLs the agent uses as its source of truth.

🎯 Intents

Pre-defined user goals (e.g., "reset password") that the agent is trained to recognize.

🛡️ Fallback rules

Instructions on what the agent should do when it doesn't understand a query.

🤝 Handoff triggers

Specific conditions that cause the agent to transfer the session to a human.

Example Configuration

Below is an example of how an agent might be configured via the Botrelic API:

{
  "id": "agt_123456789",
  "name": "Customer Support Bot",
  "description": "Handles tier 1 support queries and escalates to human agents.",
  "knowledge_base_ids": ["kb_987654321"],
  "configuration": {
    "intents": ["billing_inquiry", "technical_support", "refund_request"],
    "fallback_message": "I'm not sure I understand. Would you like me to connect you with a human agent?",
    "handoff_triggers": {
      "sentiment": "negative",
      "keywords": ["human", "agent", "representative", "manager"]
    }
  }
}

Next Steps

Learn more about how agents interact with users and human operators:

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