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.

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.