Table of Contents

AI Agents Overview

Jonathan Goodfellow Updated by Jonathan Goodfellow

What is an AI Agent?

AI Agents provide an intelligent conversational experience for your users. Based on your instructions, the AI Agent can collect and store information provided by the user, consult a Knowledge Base in order to answer questions, and seamlessly connect to your existing Rule-Based Bots. πŸ€–

In this article, we will have a look at the Agent's main features and how they work βœ…

Prefer watching than reading?Β No problem, we've got you covered πŸ‘‡

AI Agent Features

Knowledge Base (Left Side Panel)

In this section, you can add all of the information that your agent will reference during chats with your users. Click the Add Knowledge button to upload a Knowledge Base for your Agent. You can choose to add Text, or upload a PDF File to you Agent.

You can add 50,000 characters of text to your Knowledge Base directly, or upload a PDF which contains the text. The Knowledge Base can be trained on text only, and will not recognise information provided by images or graphics.

What to Include in the Knowledge Base:

  • Company or service-specific knowledge, for example:

The Brighton English Academy offers English Language classes for all ages and all levels.

  • Common FAQs and their answers, for example:

Q: Do you offer evening classes?

A: Yes, we offer evening classes on Weekdays.

  • Any detailed information the agent should know about your business, for example:

The Brighton English Academy closes for the holidays during the month of August.

In the Knowledge Base you should not provide instructions for how your AI Agent should behave, just the information that it should consult.

The Agent uses this Knowledge Base when users ask questions or need information about your services. All uploaded content becomes part of the agent's understanding and response capability.

Agent Instructions (Center Panel)

These instructions are the core of your AI agent configuration. They define exactly how your agent should behave and operate.

Key Configuration Areas:

  • Behaviour Guidelines: How the agent should interact with users, for example:

Act as a Lead generation agent for Brighton English Academy

  • Response Style: How the agent should answer questions, for example:

Maintain a formal, polite professional tone throughout the chat

  • Edge Case Handling: Instructions for managing unusual situations, for example:

If the user asks about a course is not available, provide them with a list of the available alternatives taken from the Knowledge Base

  • Information Capture: Specific guidance on what data to gather and how, for example:

Gather the Following Information:

The course that the user is interested in (Business English, English for Beginners, Cambridge English)

This is directly related to the Information Capture section in the right side Panel. In the Information Capture section described below, you can set the Fields where the data should be saved and a description of the data. In the Instructions, you should instruct the AI Agent on which data should be collected and how.

You can find a full guide to creating instructions for you Agent with AI Tools, here.

Information Capture (Right Side Panel)

Here you can configure what information your agent should collect from users during conversations, and the Fields where the data will be stored. There are some pre-set Fields already created for you in the Agent. These are:

  • Name
  • Email
  • Company
  • Phone

You can also create additional Fields depending on what information you want the AI Agent to capture and store. You should add the Field name where the data will be stored, as well as a Field Description giving a short explanation of what is the data is. βœ…

If we were to take the example of a Lead Generation Agent for an English school for example, we might want to collect data such as the user's Budget and the Course that they are interested in. For example:

  • Field: Budget
  • Field Description: The budget range of the lead
To ensure that this data is captured correctly, you should provide instructions to capture this data and give examples of the kind of data that the Agent should expect to collect here in the Instructions section.

You can find a more detailed guide on how to set up Data Capture in your AI Agent, here.

Exit Conditions (Right Side Panel)

AI Agents operate in a conversational loop. The user will remain in this loop until the Exit Conditions that you define in this section tell the agent when to stop the conversation and trigger the next Bot that you link here. You can find a more detailed guide to this feature along with examples of how to structure Exit Conditions, here.

How It Works:

  • The agent continues conversing until specific conditions define in this section are met βœ…
  • Once conditions are satisfied, the conversation transfers to the designated block in your rule-based chatbot ➑️
  • This allows integration with APIs, CRM systems, or continued automated flows πŸ”—
The AI Agent does not have access to any context about what the bot being triggered when the conditions are met contains, so it will not understand instructions about what will happen next. For example, if in the next bot you are triggering an email to be sent, you should not specify this in the Exit Conditions, all you need to is instruct the chat to end.

And that's it! These 3 sections work together seamlessly to give your users an interactive conversational experience, tailored to yours and their needs! βœ…

Now that you learned about the main features of the Agent, we can move on to Testing and Troubleshooting!

Testing Your Setup

Once you have set up your Knowledge Base, Instructions and Exit Conditions, we can move to Test your Agent to check that everything is working correctly!

You can use the Test button to get an overview of what your users will see when they interact with the bot:

However, if you want to test that all features are working correctly, you need to run a test by Sharing the Agent with a link and interacting with the Agent from the link. You can do this from the Share section of the Agent:

This way, you will not only be able to check that the Agent is answering questions correctly and accessing your Knowledge Base, but also that the Fields that you set to be capture by the Agent are being correctly saved. You can check this in the Analyze section of the Agent:

When testing, be sure to:

Verify Data Collection: Test that the Agent captures information exactly as specified in your instructions πŸ“ƒ

Monitor Agent Responses: Check responses to ensure that they comply with your Instructions and the information in your Knowledge Base πŸ‘¨πŸΌβ€πŸ’Ό

Check Exit Conditions: Ensure the agent exits at the right time and transfers to the correct block in your rule-based flow ➑️

Test Integration: Verify that the collected information is properly accessible in your rule-based chatbot flow and any connected systems πŸ€–

Troubleshooting Common Issues

Even when following all the right steps and best practices, issues might still occur. Here is how to handle the most common ones πŸ”§

Agent Not Collecting Information

Check Your Instructions: Ensure your agent instructions include examples of how information should be collected and categorised βœ…

Verify Field Configuration: Make sure custom fields are properly defined and connected to your instructions βœ…

Exit Conditions Not Working

Verify Block IDs: Double-check that the referenced Block IDs exist and are correctly specified in your exit conditions βœ…

Review Condition Logic: Ensure exit conditions are clearly defined and achievable based on your logic βœ…

Agent Not Using Knowledge Base

Content Format: Verify that the uploaded content is properly formatted and comprehensive enough for the agent to reference.

Instruction Clarity: Make sure your instructions guide the agent on when and how to use the knowledge base information.

Agent in Action

Now that we have the basics clear, head over to our AI Agent in Action article here to see an Agent in full flow with a specific use case! πŸ‘¨πŸΌβ€πŸ’»

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