How to Create a New AI Agent

Learn how to create a new AI Agent from scratch, what you see inside an agent, and the five tabs you need to configure before going live.

How to Create a New Agent

1. Go to the AI Agents page by clicking the AI Agent icon in the left navigation panel.

2. Click the New Agent button in the top right corner.

3. A popup appears. Type a name for your agent in the AI Agent Title field — for example: Customer Support Bot, Sales Assistant, or Booking Agent.

4. Click Create AI Agent.

5. You will be taken directly to the Settings tab inside the new agent.

6. Select a GPT model from the Model dropdown. GPT-5.4 is recommended for most use cases.

7. Once the model is selected, you can begin configuring the agent across all five tabs.

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What You See Inside an Agent

When you open an agent, you see a two-panel layout:

The left panel is your main working area with five tabs across the top. The right panel is the Test Chat where you can test your agent's responses at any point.

At the top left, you will see a back arrow (takes you back to the agents list) and the agent name (so you always know which agent you are editing).

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The Five Tabs You Need to Configure

Tab	What You Do Here
Instructions	Define who the agent is, how it behaves, and what rules it follows
Knowledge	Add FAQs and website URLs the agent learns from
Tools	Set up Bot Tools, API Tools, and Send Tools so the agent can take actions
Unresolved Intents	Review queries the agent could not answer and improve its knowledge
Settings	Choose the AI model, set conversation memory, configure fallback behaviour, and manage voice settings

Each tab is explained in its own dedicated article. Here is the recommended order to fill them in when setting up a new agent:

1. Start with Instructions — tell the agent who it is and how to behave.

2. Move to Knowledge — add your FAQs and website URLs.

3. Set up Tools — at minimum, enable Talk To Human so the agent can hand off to a human when needed.

4. Configure Settings — select your AI model, set context messages, and configure the fallback behaviour.

5. Test using the Test Chat panel on the right side.

6. Once satisfied, go back to the AI Agents page and set this agent as the Default AI Agent in General Settings.

Unresolved Intents is not something you configure upfront — it starts populating after the agent goes live and encounters questions it cannot answer.

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Summary

In this article, you learned how to create a new AI Agent from scratch & what you see inside an agent once it is created. You also learned about the five tabs and the recommended order to configure them. In the next article, we will cover the Instructions tab — how to write the system prompt that defines your agent's personality, rules, and behaviour.