Build your first AI agent

A step-by-step walkthrough of building a working AI agent, end to end, using one example: a complaints assistant for a financial institution. Each step links to the reference page for that feature.

This is a how-to article. For what each feature does in detail, follow the links to the module pages at each step.

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What you'll build

An AI agent that greets a person, recognises a complaint, collects its details, logs a ticket, and hands off to a live agent when needed.

Before you start

• A workspace with the AI Agents module enabled.

• Permission to manage AI agents, set in Roles and permissions settings.

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1

Set the agent's persona

The persona defines how the agent speaks and behaves. In the Agent tab, set a name, then write a persona that gives the agent a role, a tone, and any limits.

For a complaints assistant, the persona might describe a calm, empathetic handler that acknowledges frustration and never offers financial advice.

See Manage AI agents for the full Agent tab.

2

Add knowledge

Knowledge is the content the agent draws on to answer questions. In the Knowledge tab, add a training source — a document, a URL, or a pasted text snippet — such as your complaints policy.

See Knowledge for the training source types and limits.

3

Build the workflow

The workflow is the scripted flow of triggers and actions. In the Workflows tab, build the complaint flow:

Message received: "I want to complain"
├─ Send message: "I can help with that. What's it about?"
├─ Ask survey → {financial_institution}, {date}, {complaint_details}
├─ Create ticket → Subject: "Complaint about {financial_institution}"
└─ Live agent handoff → Complaints team

Reference pages: Message received · Send message · Ask survey · Create ticket · Live agent handoff

See Workflows and actions for the full list.

4

Test the agent

Use the AI agent tester beside the workflow to chat with the agent and check each step fires as expected. Switch the tester's language to confirm any localised content.

See Manage AI agents for the tester.

5

Publish

Connect the agent to a channel — such as webchat, WhatsApp, or Messenger — from the Publish tab, and make it live.

See Manage AI agents for publishing.

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Next steps

• Add a Branch to route complaints by type.

• Use LLM processing to extract structured details from the complaint.

• Add more languages in the Agent tab and localise the workflow.