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Where to create an agent

  1. Open AI Hub from the main menu.
  2. Go to the Agents area (or the list of agents).
  3. Click Add agent or Create agent.

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Steps to create an agent

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1. Choose a template (optional)

If your organization has agent templates, you can start from one. Templates prefill the agent’s goal, tone, and sometimes workflows. You can still change anything after.
  • Select Start from template and pick a template (e.g. Tenant support, Daily briefing).
  • Or choose Create from scratch.

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2. Basic details

  • Name — A clear name (e.g. “Property support agent”, “Booking assistant”).
  • Description — What this agent does, so your team knows when to use it.
  • Type — Chat, Phone, or Email, depending on what your plan allows.
Save or continue to the next step.

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3. Persona (configure the agent)

Open the agent and go to Persona (or the agent’s settings). You’ll see tabs:
  • General — Personality or instructions (how the agent should speak and act). You can refine the text that was set by the template.
  • Knowledge base — Select which folders, documents, or links the agent can use when answering. See Knowledge base.
  • Behaviours — Turn on or off predefined behaviours (e.g. always be polite, escalate if unsure). See Behaviour.
  • Workflows — Choose which workflows this agent can run (e.g. create work order, send notification).
  • Voices (for phone/voice agents) — Pick voice and language.
  • Actions (for voice agents) — Configure what the agent can do during a call.
Save after each tab if the app asks you to.

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4. Activate the agent

When the agent is ready:
  • Set its status to Active (or Published) so it can receive conversations.
  • If you use channels (e.g. website widget, WhatsApp), connect the channel to this agent in the relevant settings.

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Testing your agent

In AI Hub, open the agent and use the Preview or Test chat to send messages. Check that:
  • Answers match your knowledge base.
  • The tone matches what you set in General and Behaviours.
  • If you enabled workflows, test a request that should trigger one (e.g. “I need to report a leak”) and confirm the right workflow runs.

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Next steps