Define its role and personality

An agent’s role marks what it’s expected to resolve in each conversation. Choosing it well avoids confusing responses and makes it easier for the customer to get what they need.

Common roles

When configuring an agent, you can orient it toward:

• Customer service: answering the customer’s general questions.
• Bookings: guiding the customer through a booking process.
• Support: helping with specific problems or issues.

The same business can have several agents, each with its own role, so conversations with different goals don’t get mixed up.

Role and knowledge go together

The role defines the agent’s intent, but it needs the right knowledge to fulfill it. A bookings agent, for example, works better if it has folders with schedules and availability connected; a support agent works better with protocols and frequently asked questions.

Adjust whenever needed

An agent’s role isn’t set in stone: if your business changes or you want to reorganize responsibilities across agents, you can go back to the dashboard and adjust it whenever you need to, along with the knowledge folders it has connected.

Defining the role well from the start is what makes the agent feel consistent in every conversation.