AI agents & knowledge base

An agent is your AI's personality and brain: what it knows, how it sounds, and what it can do. Here's how to build one that's genuinely useful.

What is the agent for?

The first thing the agent form asks is what the agent will do. Tick one or more:

  • Chat agent: replies on WhatsApp, Instagram and your website.
  • Call agent: answers and makes phone calls. Shows the voice, call handling and after-call settings.
  • Email agent: replies to emails that reach your support mailbox.

The form then shows only the settings for what you ticked. Tick all three, or press Select all, for one agent that does everything. You can change this at any time and nothing is lost: hidden settings keep their values.

Create an agent

  1. Go to Agents → New agent and name it.
  2. Write a system prompt — its role, tone and rules (or start from a template).
  3. For voice, choose the engine, voice, gender and language.

Ground it in your knowledge

Add a Knowledge Base and upload your documents, FAQs or website content. The agent answers from your material instead of guessing — accurate, on-brand replies.

Tools & hand-off

  • Give the agent tools (look up an order, book a slot, call a webhook).
  • Set a hand-off number so it can transfer to a human when asked or when it can't help.
  • Configure post-call actions: AI summary, WhatsApp follow-up, CRM lead, team notify.
🔑 Agents use your AI keys (OpenAI / Claude / Gemini) — add them under Integrations → Provider keys. Prefer no AI? See guided bots.

Frequently asked questions

What is an AI agent in Convo360?
An agent is the AI's personality and brain — its system prompt (role and tone), its voice for calls, its knowledge base, and the tools it can use.
How do I stop the AI from making things up?
Add a Knowledge Base and upload your documents, FAQs or website content. The agent answers from your material instead of guessing.
Can the AI hand off to a human?
Yes. Set a hand-off number and the agent transfers the call when the customer asks for a person or it can't help.
Which AI models can I use?
Bring your own key for OpenAI, Anthropic (Claude) or Google Gemini for chat, and Sarvam, Smallest.ai, OpenAI or ElevenLabs for voice.