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Creating an Agent

Click Create New Agent from the Sales Chat dashboard to get started.

Sales Assistant Template

Recommended for most usersPre-configured with optimal settings for:
  • Lead qualification
  • Contact collection
  • Pricing discussions
  • Appointment booking

Custom Agent

For advanced usersStart from scratch with full control over every setting. Ideal if you have specific requirements.
After selecting a template, you’ll enter the configuration screen with four tabs and a live preview panel.

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Configuration Tabs

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Deployment Tab

Set your agent’s identity—how it introduces itself to visitors.
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Agent Name
string
required
The display name your agent uses in conversations.Example: “Sarah”, “Alex”, “Your Virtual Assistant”
Choose a friendly, human-sounding name to increase visitor engagement.
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Agent Title
string
required
The title shown in the chat widget header.Example: “Sales Assistant”, “Customer Support”, “Booking Agent”
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Agent ID
string
Auto-generated unique identifier. Used when deploying the widget to your website.

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Behavior Tab

Control your agent’s communication style and personality.
Configure how your agent expresses itself in conversations.Tone — Sets the overall voice and formality:
OptionBest ForExample
ProfessionalCorporate, Tech, B2B”I’d be happy to assist you with that inquiry.”
FriendlyHome Services, Hospitality”Hey there! I’d love to help you out with that!”
CasualCreative, Design, Startups”Sure thing! Let me look into that for you.”
FormalLegal, Finance, Healthcare”Certainly. I shall provide you with the requested information.”
Response Length — How detailed responses should be:
  • Brief — Short, to-the-point answers
  • Standard — Balanced responses (recommended)
  • Detailed — Comprehensive explanations
Focus — The agent’s primary orientation:
  • Helpful — Prioritizes assisting visitors over sales
  • Balanced — Mix of helpfulness and promotion
  • Sales Focused — Actively guides toward booking or purchase
Add specific instructions that guide your agent’s behavior.Example instructions:
  • “Always mention our free consultation offer”
  • “If asked about pricing, emphasize the value before discussing cost”
  • “Never make promises about specific timelines without checking availability”

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Goals Tab

Enable the objectives your agent should pursue. This is covered in detail on the Goals & Objectives page. Available goals:
  • Lead Qualification
  • Contact Collection
  • Booking / Scheduling
  • Pricing / Quote
  • Escalation / Emergency
  • Customer Support

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FAQ Tab

Train your agent with pre-written answers to common questions. This is your agent’s knowledge base—the more comprehensive, the better it performs. FAQs are organized into 12 categories:

General Information

Company info, hours, about us

Services & Offerings

What you offer, capabilities

Qualifications

Licenses, certifications

Location & Areas

Where you operate

Pricing & Costs

Costs, quotes, estimates

Payment & Billing

Payment methods, terms

Scheduling

Appointments, booking

Process & Timeline

How services work

Policies & Terms

Cancellation, refund

Customer Support

Existing customer help

Contact Information

How to reach you

Emergency & Urgent

After-hours, urgent
1

Expand a Category

Click on a category to expand it and see existing Q&A pairs.
2

Add Questions

Click Add First Question or Add Another Question to create a new Q&A pair.
3

Write Clear Answers

Provide complete, conversational answers:Bad: “Mon-Fri 9-5”Good: “We’re open Monday through Friday from 9am to 5pm. Would you like to schedule a visit during these hours?”
Your agent also uses information from your Business Settings to answer questions. Keep both updated for best results.

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Live Preview

The Live Preview panel lets you test your agent in real-time. This is a fully functional conversation using your actual configuration.
1

Create Your Agent First

The preview activates after you click Create Agent or Save Changes.
2

Type a Test Message

Enter a message like “What services do you offer?” or “I need a quote.”
3

Review the Response

Your agent responds based on your configuration—goals, behavior, and FAQ answers.
4

Refine and Repeat

If responses aren’t quite right, adjust your settings and test again.
Test edge cases! Try asking about topics not in your FAQ, request pricing if you’ve disabled it, or express urgency to see how escalation works.

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Managing Existing Agents

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Editing an Agent

From the Your Agents tab, click any saved agent card to open its configuration. Make changes and click Save Changes.

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Deleting an Agent

Hover over an agent card and click the trash icon. Confirm deletion in the dialog.
Deleting an agent removes it permanently. Existing conversations are preserved but the agent can no longer respond to new messages.

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Best Practices

Your agent is only as good as its knowledge base.Do:
  • Add 5-10 Q&A pairs per relevant category
  • Write answers in natural, conversational language
  • Include calls-to-action where appropriate
  • Update FAQs based on common questions in chat history
Don’t:
  • Leave categories empty
  • Write one-word answers
  • Copy-paste legal text verbatim
Use Live Preview extensively:
  • Test all your FAQ topics
  • Try scheduling requests
  • Ask about pricing
  • Express urgency to test escalation
  • Pretend to be an existing customer
Your agent uses Business Settings for context:
  • Business name and description
  • Service offerings
  • Operating hours
  • Contact information
  • Location and service areas
Outdated info = confused visitors.

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Next Steps

Configure Goals

Set up lead qualification, contact collection, and more

Deploy to Website

Add the chat widget to your site