Set up your agent
Give your agent instructions, knowledge, and a place to talk to customers.
An agent brings together the instructions, knowledge, and capabilities Chatbyte uses to help your customers. Start with a clear job: answering product questions, helping with an order, or collecting the details your team needs for a follow-up.
For a complete example, follow Launch your first support agent. This guide covers chat agents. For phone conversations, follow Set up a voice agent.
Create and name your agent
Open Agents in your workspace and create an agent. Choose a name your team can recognize, especially if you use different agents for different products or audiences.
The agent's internal name and the name customers see in the Widget can differ. Set the customer-facing Display Name in the Widget's Appearance settings.
Explain its job
In General Settings, use System Prompt to describe the agent's role, tone, and boundaries. A useful starting point includes:
- Who it helps and what it should help them do.
- How it should communicate, including language and answer length.
- What to do when information is missing or the request needs a person.
- Which requests it should decline or pass to your team.
Choose from Templates can give you a starting point. Applying a template replaces the current system prompt, so review the replacement before saving. See Write effective instructions for examples.
Give it the right information
Add the articles and FAQs your agent should use. Knowledge collections let you publish and reuse website pages, files, and text across agents. Keep policies, product details, and support answers current so the agent has the facts it needs alongside its instructions.
Use these capabilities for information that changes or work that needs to happen:
| Capability | Use it for |
|---|---|
| Customer context | Bringing in relevant customer information when a conversation starts. |
| Tools and actions | Looking something up or taking an action during a conversation. |
| Tasks and follow-ups | Collecting a request for your team to review and complete. |
For example, an article can explain your returns policy, customer context can provide a customer's current order, and a task can capture a return request for your team.
Plan for human help
Choose where the agent should send requests that need a person, and set a response expectation your team can meet. Follow Set up a reliable human handoff, then make sure the team knows how to find and handle those conversations in Inbox.
Test realistic conversations
Try questions your customers actually ask. Include an unclear request, a question outside the agent's knowledge, and a request that should become a follow-up.
Check whether the agent uses the right facts, asks only for missing information, and explains the next step accurately. Adjust its instructions or knowledge, then repeat the same examples to see what changed.
Use Improve an incorrect answer to work from a real customer example to a verified change.
Bring the agent to customers
Open Publish and choose the surface you need:
- Widget: a chat experience on your existing website or in your product.
- Pages: a dedicated conversation page you can share or embed.
Complete the surface's setup and publishing steps, then test from the customer's point of view. A preview helps you check presentation; a real conversation checks the complete experience.