https://www.youtube.com/watch?v=0NHrVM3s8Yw

Agent Setup is divided into two areas:

Essentials — customer-facing identity, contact information and chat experience.
AI Rules — what the Agent can answer, how it should reply and when it should hand over to your team.

1. Agent Identity

Objective Define how your AI Agent identifies itself and appears to customers.

Configure:

Agent Name
Avatar
Communication Tone

The Agent Name should make the role clear. For example:

ABC Product Specialist
ABC Sales Assistant
ABC Customer Support

Choose an avatar that represents your brand or Agent clearly.

Use Communication Tone to define the general style of replies, such as professional, formal or conversational.

2. Contact Information

Objective Give customers a clear way to reach your team when human assistance is required.

You can add contact details such as:

Email
Phone
WhatsApp
Sales contact
Support contact

Each contact can include a title, description and value.

For example:

Title: Email
Description: Sales Support
Value: sales@yourcompany.com

Keep this information current because it may be shown directly to customers or used by the Agent when suggesting how to contact your team.

3. Chat Welcome Screen

Objective Control what customers see before they begin a conversation.

The welcome screen helps customers understand what the Agent can do and encourages them to start chatting.

You can configure:

Agent Description

A short description shown below the Agent name.

Example: Helping you understand, compare and find the right products.

Quick Start Options Suggested questions customers can click before typing.

Examples:

Which product is suitable for my requirement?
Can you help me compare two models?
How can I request a quotation?
What products does your company offer?

Use Quick Start Options to guide customers toward useful conversations.

Conversation Placeholders Short prompts displayed inside the chat box before the customer types.

Examples:

Ask me about our products
Tell me what you are looking for
Need help choosing a product?
Ask about specifications or applications

Keep them short and inviting.

4. Working Hours

Objective Tell the system when your team is available for human assistance.

Configure:

Timezone
Working Days
Start Time
End Time

During working hours, unresolved enquiries can be directed toward your team.

Outside working hours, the AI Agent can continue helping the customer, collect relevant details and allow your team to follow up later.

Set working hours based on the team that actually handles customer enquiries.

5. Knowledge Domain Limitation

Objective Define what your AI Agent is allowed to answer.

This helps keep the Agent focused on your business and prevents it from drifting into unrelated topics.

Your Knowledge Domain Limitation should explain:

Who the Agent represents
What it specialises in
What types of enquiries it should handle

Example: You are an AI Product Specialist. Help customers understand, evaluate and enquire about our products using approved company and product knowledge.

Keep the scope clear and specific.

6. Topics the AI Should Not Answer Directly

Objective Define the topics the Agent should avoid, refuse or pass to your team.

Examples may include:

Products your company does not offer
Unverified pricing
Unsupported technical claims
Contractual exceptions
Legal advice
Topics unrelated to your business

Do not create unnecessary restrictions.

Focus on areas where an unsupported answer could confuse the customer or create business risk.

7. Language & Reply Style

Objective Control how the AI Agent communicates with customers.

Antbuildz AI Agent can automatically respond in the same language used by the customer.

You can also choose the preferred reply style:

Short Best for concise and straightforward replies.

Standard Balanced responses suitable for most customer conversations.

This is generally the best starting point.

Detailed More comprehensive responses for:

Technical enquiries
Product comparisons
Specification review
Complex customer requirements

For most businesses, start with Standard and adjust based on how customers interact with the Agent.

8. Human Handover Rules

Objective Define what happens when the AI Agent cannot fully resolve an enquiry.

Configure the message customers will see when human assistance is required.

Example: If I’m unable to fully answer your question, our team will be happy to assist you. Please contact us using the details provided.

A good handover message should:

Explain that further assistance is available
Tell the customer what to do next
Point them to the correct contact method
Avoid making the conversation feel like a dead end

9. Essentials vs AI Rules

The easiest way to understand Agent Setup is:

Essentials Controls how the Agent appears and how customers interact with it.

This includes:

Agent Identity
Contact Information
Chat Welcome Screen
Working Hours

AI Rules Controls how the Agent responds and what boundaries it follows.

This includes:

Knowledge Domain Limitation
Topics the AI Should Not Answer
Language & Reply Style
Human Handover Rules

10. Recommended Setup Order

For a new Agent, configure the page in this order:

Set the Agent Name, Avatar and Communication Tone
Add Contact Information
Configure the Chat Welcome Screen
Add Quick Start Options
Add Conversation Placeholders
Set Working Hours
Define the Knowledge Domain Limitation
Add important Topics the AI Should Not Answer
Select the Reply Style
Configure the Human Handover Message

Then test the Agent in Playground using realistic customer questions.

11. Key Takeaway

Agent Setup has two main purposes:

Essentials controls the customer experience.

AI Rules controls the Agent’s response behaviour and boundaries.

Keep the setup simple, clear and aligned with your business. Then test the Agent and refine the settings based on real customer conversations.

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