AI Agent
AI Agent allows you to build AI-powered conversations in Flow Builder. By defining the AI's role, goals, and completion criteria, the AI can understand customer requests, answer questions, and optionally perform actions such as searching your Knowledge Base, creating bookings, or interacting with Google Sheets.
AI Agent is currently available in Beta for Business Plan and above.
Before you start
Before configuring an AI Agent, make sure you have:
A Business Plan or above.
A Flow created in Flow Builder.
(Optional) Booking items created if you want the AI to create bookings.
(Optional) Google Sheets connected if you want the AI to access spreadsheet data.
(Optional) Knowledge Base documents uploaded if you want the AI to answer using your documents.
Note: AI Agent is currently in Beta. Features and supported actions may change in future releases.
Add an AI Agent block
Open Flow Builder.
Drag the AI Agent block onto the canvas.
Connect it to your flow.
Click Configure.
Configure the AI Agent
The AI Agent is configured using three sections.
Role
Describe who the AI should act as.
This helps define the AI's identity, expertise, or tone when interacting with customers.
Example
You are a customer service representative for a beauty salon.
Goal
Describe what the AI should achieve.
Clearly define the tasks or objectives you expect the AI to accomplish.
Example
Answer customer enquiries, recommend suitable treatments, assist customers with appointment booking, and collect the required booking information.
Completion criteria
Define when the AI has successfully completed its task.
You can add one or multiple completion criteria depending on your use case.
Examples
The customer's question has been answered.
A booking has been created successfully.
All required booking information has been collected.
The customer no longer needs assistance.
Actions (Optional)
Actions extend what the AI Agent can do.
You may configure one, multiple, or no actions depending on your use case. If no actions are configured, the AI Agent will respond according to its Role, Goal, Completion Criteria, and the available conversation context.
Set Custom Field
Allow the AI Agent to save collected information into contact custom fields.
Typical use cases include:
Customer name
Membership ID
Preferred language
Product preference
Set Label
Allow the AI Agent to automatically apply labels to conversations.
Example labels:
VIP
New Customer
Interested
Follow-up Required
Search Knowledge Base
Allow the AI Agent to search your uploaded Knowledge Base documents when answering customer questions.
This is useful for:
Frequently asked questions
Product information
Internal documentation
Company policies
Service guides
Create Booking
Allow the AI Agent to create bookings for customers.
After adding this action:
Select a booking item.
(Optional) Add booking instructions.
Configure the metadata fields.
Mark fields as Required if customers must provide the information before a booking can be created.
Metadata fields
Metadata fields tell the AI what information it should collect for the booking.
For example:
CustomerName
Customer's full name
PhoneNumber
Contact number
AppointmentDate
Preferred appointment date
SkinConcern
Customer's primary skin concern
You can customize each field description to help the AI understand what information should be collected.
Google Sheet
Allow the AI Agent to interact with a connected Google Sheet.
Step 1
Select a spreadsheet from Google Drive.
Step 2
(Optional) Specify a sheet title.
If left empty, the default sheet will be used.
Step 3
Provide instructions describing how the AI should use the spreadsheet.
Example
Search customer membership records before answering customer enquiries.
Configure columns (Optional)
You may specify which columns the AI can access.
For each column, choose one or more permissions:
Read – Read data from the column.
Append – Add new values to the column.
Update – Modify existing values in the column.
If no columns are configured, the AI Agent may use all available columns according to the permissions you have granted.
Sheet permissions
Select how the AI can interact with the spreadsheet.
Allow AI to read from this sheet
Allow AI to append rows to this sheet
Allow AI to update rows in this sheet
Grant only the permissions required for your use case.
Continue building your flow
After configuring the AI Agent:
Click Done to save the AI Agent configuration.
Continue building your Flow by connecting the AI Agent to other Flow blocks as needed.
Once your Flow is complete, click Save and Publish to make it available to customers.
Best practices
Clearly define the AI Agent's role and responsibilities.
Keep goals focused on a specific business task.
Use completion criteria to define when the AI should finish the conversation.
Only enable the actions required for your use case.
Provide clear descriptions for booking metadata fields.
Grant Google Sheet permissions based on the minimum access required.
Test your AI Agent thoroughly before publishing your Flow.
Last updated