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An AI agent is the personality answering on your channels. Every workspace starts with one — created during onboarding — and you can add more for different roles (pre-sales, order support, post-sales).

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What an agent is

Each agent has:
PropertyWhat it controls
NameWhat customers see in the UI (“Hi, I’m Nova”)
GreetingFirst message on webchat
Statuslive (answers automatically) or paused (only drafts)
System promptThe core instructions — tone, scope, rules, what to refuse
LanguagesWhich languages it’s allowed to reply in
TemperatureHow creative vs deterministic (low = safer, high = more varied)
Knowledge sourcesWhich crawls, files, and Q&As it can draw from
ToolsWhat it’s allowed to do — look up orders, hand off, etc.

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How an agent actually replies

When a message arrives on a channel an agent is attached to:
  1. Keloa picks the best knowledge passages for this question using semantic search.
  2. The system prompt + passages + conversation history go to the LLM.
  3. The model drafts a reply. If it wants to use a tool (look up order, hand off), it calls it.
  4. Reply goes back to the customer and into the inbox.
This all happens in a few seconds. The reply includes citations to the knowledge sources it used — you can see them in the conversation’s Sources panel.

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Grounded answers, not hallucinations

The agent only answers from your knowledge sources and the conversation itself. If it doesn’t know, it says so — or hands off to a human via a flow. You’ll never catch it inventing a policy you don’t have. If the agent is guessing when it shouldn’t, that’s almost always fixable by:
  1. Adding the answer to your knowledge (a Q&A pair is fastest).
  2. Tightening the system prompt — “If you don’t find it in the knowledge, say you’ll route to a teammate and hand off.”

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One agent or several?

Start with one. Split when you notice:
  • The system prompt is getting conflicting rules (“be playful on pre-sales, strict on refunds”).
  • Different channels need different personalities (formal on email, casual on Instagram DM).
  • You want different knowledge scopes (only product pages for pre-sales, only policy pages for returns).
Each agent can be attached to a different channel or different flow.

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Next

Create an agent

The step-by-step for a new agent.

Write a system prompt

The single highest-leverage thing you can edit.

Tools

What your agent can do beyond answering.

Test your agent

Chat with an agent before letting it loose on customers.