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Agent

Overview​

The agent is the customer-facing AI you configure — role, model, tone, and reply mode. Use Workflows for specific customer intents and actions, and keep durable business facts in the Knowledge Base instead of the system prompt. Open Agent Setup in the product to edit these controls.

Write the system prompt​

The system prompt defines who the agent is, who it serves, and how it should behave. Keep business facts in the Knowledge Base instead of repeating them in the prompt.

  1. Open Agent Setup.
  2. Apply a starter template or write your own system prompt.
  3. Include the agent's role, audience, goals, conversation flow, tone, safety boundaries, and when to involve a human.

Tune the model and style​

These settings tune the default presentation. A Workflow action can still require an exact message or behavior for a specific condition.

  1. Open Model & Style.
  2. Set the Name shown in the workspace.
  3. Choose a Model from those enabled for your plan.
  4. Adjust Response length, Emoji use, Formality, and Humor level.

Control when the AI replies​

Reply mode determines whether the AI automatically answers inbound messages or waits for a teammate to enable it. Availability of this control depends on routing permissions and plan features.

  1. Open Triggers.
  2. Set Reply mode to the behavior you want.

Test and publish​

Validate behavior before customers see it. If you navigate away with unpublished changes, KiloBot warns that the draft has not been published.

  1. Open Test agent.
  2. Send a normal question, a missing-knowledge question, an escalation request, and any important workflow intent.
  3. Update the prompt or Knowledge Base based on what you observe.
  4. Choose Publish to save the configuration.
tip

Test with customer wording, abbreviations, and incomplete questions rather than only the exact phrases used in your documentation.

Knowledge BaseAdd the trusted facts your agent should answer from