AI agents
Build AI agents to respond to your customers
IN BRIEF
Fullwhere AI agents allow you to set up automatic response generation.
They can be customized through different instructions.
An agent can be linked to a knowledge base to use specific context to generate responses.
You can configure different AI agents depending on the context in which you want to use them. For example, you can choose to specialize your AI agents by interaction family, by brand, or by location.
Once your AI agents are configured, use the Workflow to define their scope and use.
If your AI agent requires the use of in-depth knowledge to respond appropriately to your customers, it may be necessary to configure a knowledge base and link it to your AI agent.
ACCESS RIGHTS
To modify the AI Agents in your Fullwhere space, you must be a supervising member with Administrator rights.
You will not be able to delete an AI agent as long as it is used in at least one of your workflows.
Access your agents
Go to the Automation → Agents from the main navigation bar on the left side of your screen. There you will find the list of all your existing agents, with several key pieces of information:
Agent name
Description (optional)
Created by: user who originally created it
Creation and last modification date
Workflows: number of workflows in which the agent is used
To create a new agent, click + Create an agent.
Create an agent
To create a new agent, click + Create an agent from the main agents page. Enter your agent's name in the window provided.
Agent configuration
Your AI agent is configured through 2 tabs:
Writing and Knowledge
Custom responses
1. Tab Writing & Knowledge
This tab defines your AI agent's writing behavior.
Agent objective: this field is meant to specify for your AI agent the role it must fulfill (e.g.: You must generate a response to reply to my customers who contact me on ...).
Writing instructions: they let you indicate to your agents the tone of voice of your brand and the way it should address your customers. Examples:
How to say "hello"
Phrases to use or not use
The level of language to use (informal, polite, fun)
The way to address customers (using tu or vous) define the tone, the phrases to use or avoid.
Sign-offs or polite closing phrases to use
Use of emojis
etc.
Customer context: allows you to provide your AI agents with information about the current context when it has to generate a response for a customer interaction, such as the customer's first name, the location concerned, the exchange channel, the customer's status, etc.
Additional instructions: let you specify any other relevant indication for you.
In these different configuration fields it is possible to use dynamic variables. These variables will be replaced with the data from each customer interaction when generating a response. See variables.
Beyond tone of voice, it is also possible to link a knowledge base to your AI agent. This will allow your AI agent to use, when relevant, information from a knowledge base.
2. Tab Custom responses
The Custom responses tab lets you create response templates that the AI agent can rely on to generate messages that are more precise and consistent with your brand tone.
These templates serve two main purposes:
Provide an intelligent generation base: when the AI detects a customer interaction (review, message, complaint, etc.) matching one of your templates, it draws inspiration from it to formulate a response with the same meaning, while being able to adapt the wording or sentence structure.
Shape the brand tone: custom responses also serve as a stylistic guide. They help the agent better understand how your brand expresses itself, the wording used, the level of formality, and even the use of emojis.
Custom Responses are organized into Groups, each corresponding to a theme (for example: “Positive Reviews”, “Complaint”, “Cleanliness Issue”, etc.).
Each group contains several response examples with:
a label (detection criterion, e.g.: “5-star rating — no text”)
a sample response text, which you can freely structure with dynamic variables.
Create a custom responses group
From the Custom responses tab, click + Create a group to open the configuration panel and enter:
Application criteria: context in which the AI should use these responses (e.g. positive reviews, delivery complaints).
Custom response examples: add one or more sample responses according to the situations, indicating for each response its Label and Text.
The text of custom responses can be built with dynamic variables. These variables will be replaced with the data from each customer interaction when generating a response. See variables.
Click Create group to confirm.
Manage your custom responses
Once your custom response groups and responses are created, you can manage them from the custom responses table in the Custom responses tab.
From this table, several actions are possible:
Edit a custom response directly: The label and text of each response can be modified directly in the table rows.
Open the full edit page: By clicking the Open button on the row of a custom response, you access the detailed edit page for that response.
Rename a response group: The names of the groups can also be modified directly from the table.
Use dynamic variables
Writing instructions and custom responses can be built using dynamic variables. These variables are replaced with the data from the customer interaction concerned by the response generation.
Some variables will not have a replacement value depending on the type of customer interaction processed: for example, an email will not have a replacement value for the variable {{rating}}. In this case, the variable will be replaced by an empty text.
General variables
{{tags}}
List of feedback tags, displayed in brackets and separated by commas.
{{content}}
Text content of the customer feedback.
{{rating}}
Rating given by the customer in the feedback.
{{language}}
Target language of the feedback.
{{source}}
Feedback source (e.g.: Google, Email, Instagram, etc.).
{{class}}
Class or category of the feedback (Review, Contact, Survey, Message)
{{store}}
Name of the location concerned (e.g.: store, restaurant, branch...).
{{store_signature}}
Signature associated with the location.
{{store_contact}}
Contact email address of the location.
{{brand}}
Name of the brand associated with the response.
{{brand_signature}}
Brand signature.
{{brand_contact}}
Brand contact email address.
{{contact}}
Contact email used for the response: that of the location if available, otherwise that of the brand.
{{signature}}
Signature used for the response: that of the location if it exists, otherwise that of the brand.
{{customer_first_name}}
Customer's first name (if available).
{{customer_last_name}}
Customer's last name.
{{customer_full_name}}
Customer's full name (first name + last name).
{{customer_civility}}
Customer title (e.g.: Mr., Mrs., Dr., etc.).
{{customer_feedback_count}}
Total number of feedbacks left by the customer.
{{customer_purchase_count}}
Total number of orders placed by the customer.
{{customer_purchase_count_1}}
Number of customer orders + 1 (useful for forward-looking phrasing).
{{customer_purchase_amount}}
Total cumulative amount of the customer's orders.
{{customer_average_rating}}
Average rating given by the customer.
{{purchase_amount}}
Amount of the order concerned.
{{purchase_external_id}}
External order ID.
{{now}}
Allows you to indicate to your AI agent the current date and time at the moment of generating a response. This can be useful if your AI agent needs to respond to certain logic based on the current date.
Specific variables for satisfaction surveys
Use these variables to give context to your agent in charge of generating responses for your satisfaction surveys.
{{survey_fields}}
List of all survey fields.
{{survey_csat_smileys}}
Results of the CSAT Smileys.
{{survey_nps}}
Results of the NPS.
{{survey_csat_stars}}
Results of the CSAT Stars.
{{survey_notations}}
Set of rating-type fields (CSATs & NPS).
{{survey_choices}}
Set of choice fields (dropdown, checkbox, radio).
Specific variables for contact forms
Use these variables to give context to your agent in charge of generating responses for your contact forms.
{{site_choices}}
Set of choice-type fields (dropdown).
{{site_texts}}
Set of text-type fields (text & purchase).
{{site_fields}}
Full set of fields (dropdown, text & purchase).
Custom variables
To further customize your AI agents, you can define custom variables whose value will be replaced depending on the brand or location concerned.
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