AI Agent Settings

Overview

The CommBox Flow Builder adds a robust set of capabilities that allow you to design intelligent, dynamic, and highly automated customer journeys. With these tools, you can create smarter AI agents, enhance operational efficiency, and elevate the entire customer experience from start to finish.

This guide focuses on the initial setup of an AI agent. For instructions on creating flows (bots), 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.
   

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

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.
   

Step II: Agent Persona

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)

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:

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.

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.

Step IV: The Flow Builder

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

The Settings area is where you can define default actions for key scenarios such as idle customers, no response, navigation, data collection, and AI behavior. When building complex bots, configuring Flow Settings streamlines development and helps reduce both setup time and effort.

AI Settings

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

• The AI Agent 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 flow 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 customer becomes idle.
• A flow reaches the end of the branch with no End or Jump step.
  Note: This is not considered best practice. Ensure every branch leads to its intended path, ending by jumping to a specified step or transferring the conversation to a human agent.
  You can choose one, multiple, or none of the following default actions:

1. Repeat the Last Step
   When choosing to repeat the last step after a set time (from 20 seconds up to 8 hours), you can also add a message prompting the customer to respond.
   We recommend keeping it short and including an emoji. If the flow collects customer information, you can also include a dynamic field. Type double curly brackets followed by user-dot ( {{user. ) to display the available customer fields for selection.
   

2. Jump to a Specific Step
   You can redirect idle customers to a different step in the flow. If you also selected to send a message, make sure the “If no answer” time span is longer than the first “Resend last step” interval.
   

3. End the Flow with a Specific Step
   Select the default step that will be used when the flow ends.
   

Note: Clicking on the actual Step icon will let you copy the Step ID. Use it in the search pane to locate the exact step in the 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 allows the flow to automatically route premium members to a priority support queue, while regular members remain in the standard flow.