AI Agent - Next Gen.

  • Updated on Aug 31, 2025
  • Published on Jun 9, 2025
  • 3 minute(s) read
  • EM
 Prev Next

Overview


CommBox enables organizations to create AI agents that respond to customers in a focused, guided, and business-aligned manner—ensuring consistency with the organization’s tone and objectives.
For organizations that prefer not to use AI capabilities, CommBox still provides a powerful and flexible platform for building automated flows. These flows can guide customer interactions, resolve issues efficiently, and reduce the need for human agent involvement.
This guide focuses on the initial setup of an AI agent. For instructions on creating bots (flows), refer to the Flow Builder articles.

Steps to Set Up an AI Agent

  1. Name the AI Agent
    Assign a clear and recognizable name.
  2. Define the Agent’s Persona
    Specify tone and communication style, background and role, and preferred reply style and formats.
  3. Provide Instructions
    Outline mandatory elements for every communication (e.g., required notations) along with specific dos and don’ts the AI must follow.
  4. Design the Flow
    Map out the customer journey, covering all relevant scenarios the chatbot may encounter.
  5. Configure Settings
    Apply general rules to the entire flow, including enabling or disabling AI capabilities.

Step I: Naming your AI Agent

  1. At the main side bar, navigate to Automation Hub, select the AI Agent tab, and click the Create AI Agent button at the top corner of the page.
    Automation center - initial page.png

  2. Rename the AI agent by clicking on the title at the corner of the page.
    naming the agent.png

  3. Add an Avatar (optional) by uploading an existing image or generate a new one using AI by clicking Generate Avatar. Zoom the image to fit into the clear circle and click Add done.
    add Avatar.png

Step II: Agent Persona


Agent Persona B -full content.png

  1. Define your AI Agent's unique voice
    a. Enter your company’s name, the role of agent (support, sales, etc.), and industry. You can select from the list provided or enter your definition.
    b. Select the tone of the communication and the level of humor allowed (if any). Note that you can always add additional restrictions in the Instructions section.
  2. Persona Add Ons (optional)
    Tell the AI Agent about themselves and the type of person the customer wants to meet. Explain their role in the company, including the brand name and industry.
    You can use available templates as a preset alternative. Adjust as needed.
  3. Reply Style
    a. Choose the desired reply’s length: short and concise or detailed and comprehensive.
    b. Defines how often emojis are used, based on tone or brand standards.
    c. Define the AI agent's Response Language. Note that the AI Agent is part of an existing Flow with a predominant language.
    d. Select the Format of the Reply: Headers in front of blocked text, Bold Headings, and Hyperlink when applicable.
    e. Choose to present applicable information in an ordered list, an unordered list, or avoid listing altogether.

Step III: Add Instructions (optional)


add instruction.png

Click the +Add Instruction button to add an instruction you want the AI agent to observe, including how to respond, Dos and Don’ts, and anything important to your brand.
Example:
instruction.png

Click Add when done.
Hover over the top-right corner of any instruction to reveal the three-dot menu, where you can edit, delete, or deactivate it. When a rule is active, its name appears in bold.
edit instructions.png

Sometimes, the order of the instructions may make a difference, as the AI Agents follow the instructions in the order they are listed.
To change the order, drag the desired instruction to its appropriate position.
changing order of instructions.png

Step IV: The Flow Builder


New Flow Builder.png

This is where the Flow is constructed.
If the AI capabilities are not active, the Flow Builder can still construct a powerful chatbot.
See the Flow builder articles to learn more about this topic.

Step V: Settings


Settings page - no AI.png

Related to the previous step, these settings are the default rules for the AI Agent/Chatbot.

AI Settings
Enabling the AI Agent Settings unlocks advanced capabilities within the flow.

  • The bot can respond to customer inquiries based on organizational knowledge base items you provide, using a specific persona for that role.
  • To use this capability, it must be activated both at the bot level and the module level, and requires a replenishing token account. For assistance, contact your Customer Success (CS) representative.

Default Actions
Default actions are triggered when:

  • A flow reaches the end of the branch with no End or Jump step.
  • A customer becomes idle.

Actions may include jumping to a Say step with a goodbye message, repeating the previous step, or diverting the conversation to a different flow..

Constants
Constants allow you to create reusable Fields within the flow.

  • Example 1: Define a field called Age with a value “>21.” Customers who enter an age under 21 can then be directed to a dedicated step for younger drivers.
  • Example 2: Create a field called MembershipStatus with a value “Premium.” This enables the flow to automatically direct premium members to a priority support queue, while regular members continue in the standard flow.