AI Agents

AI Agents are virtual teammates that reply to your customers instantly, 24/7, on the channels you choose. An AI Agent answers questions from your knowledge sources, follows the instructions you write, and can use skills to assign conversations, close them, update lifecycle stages, contact fields and tags, and leave internal comments. When it isn't sure, the customer asks for a person or the topic is sensitive, it hands the conversation to your team. Resool AI Agents reply in Arabic and English and can handle hundreds of conversations at a time.

#Before you begin

• Connect the channels the agent should answer on. See Connecting Channels.
• Add your FAQs, policies and product details to the Knowledge Base so the agent has something to answer from.

#How to create an AI Agent

1. Click AI Agents in the left menu. The first time, you see Grow your team with AI Agents; click Get started. Later, click Create AI Agent.
2. Pick a template or start from scratch:
   • Receptionist: handles general inquiries and routes conversations to the right team.
   • Sales Agent: responds to product interest and helps qualify leads.
   • Support Agent: answers FAQs and provides help based on your documentation.
   • Start from scratch: an empty agent you set up yourself.

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AI Agents › Create AI Agent

The "Create an AI Agent" page with the Receptionist, Sales Agent and Support Agent template cards (Use template), the "Create one from scratch" card with Start from scratch, and the "How it works" steps.

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1. The agent opens in the editor. It stays Inactive until you publish it.

#How to set up an AI Agent

The editor has your settings in the middle and a Test / Review panel on the right.

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AI Agents › open an agent

The agent editor with the emoji, name and description in the header, the Inactive badge, the Cancel, Save and Publish buttons; the Instructions card with text and the @, % and $ mention buttons; Knowledge sources, AI skills, Channels, Language and tone and Hand-off sections; and the Test panel on the right.

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#Name, emoji and description

Click the emoji to change it, and edit the name (up to 60 characters) and Description in the header. Customers see the agent's name next to its replies.

#Instructions

Describe the agent's role, communication style and what it should do, step by step, in clear language (up to 4,000 characters). Use headings such as # CONTEXT and # ROLE & COMMUNICATION STYLE to organise them.

• Mention a team or teammate (@), Mention a tag (%) and Mention a contact field ($) insert exact names from your workspace, so the agent knows which ones you mean.
• Add prompt templates inserts ready-made blocks: Office hours & SLA awareness, Lead qualification, Issue clarification and fixes and Save churn.

#Knowledge sources

By default the agent answers from every source in your Knowledge Base. Click Manage to pick only some sources for this agent, for example only your shipping and returns articles for a support agent.

#AI skills

Skills let the agent do more than reply: Assign to agent or team, Close conversations, Update lifecycle stage, Update contact fields, Update tags and Add comments. See AI Agent Skills.

#Channels

Turn on Answer on for each channel the agent should reply on. A channel can have one agent; a channel already used by another agent shows Used by another agent.

#Language and tone

• Tone: Friendly, Professional or Concise.
• Languages: Arabic and English. The agent replies in the customer's language when it's one of the languages you tick.

#Hand-off

Decide when the agent passes the conversation to your team: confidence level, a maximum number of replies, hand-off phrases, sensitive topics, the team to send to and the hand-off messages. See AI Agent Hand-off and Testing.

#How to publish, deactivate or delete an AI Agent

1. Click Save to keep your changes, then try the agent in the Test panel.
2. Click Publish to activate it. It starts answering new conversations on its channels.

To stop it, open Advanced settings (the settings icon in the header) and click Deactivate agent, or use Deactivate in the Actions menu on the AI Agents list. Its open conversations go back to your team. Delete removes the agent; its conversations go back to your team.

#What customers and agents see

• The agent replies in the conversation under its name. In the inbox, its messages carry an AI badge, and you can open Sources to see which knowledge it used.
• While the agent is handling a conversation, the inbox shows AI replying. A teammate can click Take over to stop the AI and assign the conversation to themselves.
• When the agent hands off, an internal note explains why, for example Customer asked for a person or Not in the knowledge base.

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Inbox › a conversation handled by an AI Agent

Customer messages and AI replies with the AI badge, the Sources link under a reply, and the "AI replying" bar with the Take over button above the composer.

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#How to review AI replies

On the AI Agents page, open the Replies tab to see every answer and hand-off. Filter by All, Answered, Handed off, Not reviewed or Marked bad, rate each one Good answer or Bad answer, and click Open conversation to see it in context. Use bad answers to improve your instructions and knowledge.

#You can also

• Hand a conversation to the AI agent from a workflow with the AI agent step. See Workflow Steps.
• Ask the Assistant to create an agent for you, for example "Create an AI agent that answers shipping questions".

#FAQ and troubleshooting

#The agent doesn't reply to customers.

What you can do:

• Check that the agent is Active (published) and that Answer on is on for the conversation's channel.
• Check that the conversation isn't already assigned to a teammate who took over.
• Check your monthly AI requests in Settings › Plan & billing.

#The agent answers with information that isn't in my knowledge base.

Tighten your instructions (for example "Only answer from the knowledge sources; if the answer isn't there, hand off"), raise the confidence threshold under Hand-off, and add the missing information to the knowledge base.

#Can I have more than one AI Agent?

Yes. Create one per role (for example sales and support) and give each its own channels. Each channel can have only one agent.

#Which languages do AI Agents reply in?

Arabic and English. Tick the languages under Language and tone.

#What happens to conversations when I deactivate or delete an agent?

The agent stops replying and its open conversations go back to your team. Knowledge and history are kept.

#What's next?

• AI Agent Skills
• AI Agent Hand-off and Testing
• Knowledge Base
• AI Assist