AI Agents
Build AI agents to respond to your customers
Access your agents
Go to the Automation → menu Agents from the main navigation bar on the left of your screen. 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
Custom responses
1. Tab Writing
This tab defines your AI agent's writing behavior.
Agent objective: this field is intended to specify the role your AI agent should fulfill (e.g.: You must generate a response to answer my customers who contact me on ...).
Writing instructions: these allow you to indicate to your agents your brand's tone of voice and how it should address your customers. Examples:
The way 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, phrases to use or avoid.
Sign-offs or polite closings to use
Use of emojis
etc.
Customer context: provides 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 communication channel, the customer's status, etc.
Additional instructions: allow you to specify any other relevant guidance.
In these different configuration fields, it is possible to use dynamic variables. These variables will be replaced by the data from each customer interaction when generating a response. View variables.
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 a smart generation base: when the AI detects a customer interaction (review, message, complaint...) matching one of your templates, it uses it as inspiration 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 style guide. They help the agent better understand how your brand expresses itself, the wording used, the level of formality, or 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 depending on the situation, specifying each response's Label and Text.
The text of custom responses can be built with dynamic variables. These variables will be replaced by the data from each customer interaction when generating a response. View 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 edited directly in the table rows.
Open the full editing page: By clicking the Open button on a custom response row, you access the detailed editing page for that response.
Rename a response group: Group names can also be edited directly from the table.
Use dynamic variables
Writing instructions and custom responses can be built using dynamic variables. These variables are replaced with data from the relevant customer interaction when generating a response.
Some variables will not have a replacement value depending on the type of customer interaction being handled: 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 string.
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}}
Source of the feedback (e.g.: Google, Email, Instagram, etc.).
{{class}}
Class or category of the feedback (Review, Contact, Survey, Message)
{{store}}
Name of the relevant location (e.g.: store, restaurant, branch…).
{{store_signature}}
Signature associated with the location.
{{store_contact}}
Location contact email address.
{{brand}}
Brand name associated with the response.
{{brand_signature}}
Brand signature.
{{brand_contact}}
Brand contact email address.
{{contact}}
Contact email address used for the response: the location's if available, otherwise the brand's.
{{signature}}
Signature used for the response: the location's if it exists, otherwise the brand's.
{{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's title (e.g.: Mr., Ms., 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}}
Customer order count + 1 (useful for anticipatory wording).
{{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 relevant order.
{{purchase_external_id}}
External order ID.
{{now}}
Lets your AI agent know the current date and time at the moment of generating a response. This can be useful if your AI agent needs to respond according to certain logic based on the current date.
Variables specific to satisfaction surveys
Use these variables to give context to your agent responsible for generating responses for your satisfaction surveys.
{{survey_fields}}
List of all survey fields.
{{survey_csat_smileys}}
Results of questions of type CSAT Smileys.
{{survey_nps}}
Results of questions of type NPS.
{{survey_csat_stars}}
Results of questions of type CSAT Stars.
{{survey_notations}}
Set of rating-type fields (CSATs & NPS).
{{survey_choices}}
Set of choice-type fields (dropdown, checkbox, radio).
Variables specific to contact forms
Use these variables to give context to your agent responsible for 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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