Skip to content
KasblyKasbly Docs

AI agent overview

Your AI agent is what replies to customers in the Inbox. It reads each incoming message, decides how to respond, and can take actions on your behalf. You shape its behavior from the AI Agents area in the sidebar.

The setup coach

Section titled “The setup coach”

Opening AI Agents lands you on a guided, step-by-step coach. It walks you through setting up your assistant in plain language, with a Live preview on the side showing how a real customer chat would look as you make changes. A progress bar at the top tells you how complete your setup is.

AI Agents — the guided setup coach
The AI Agents coach with Step 1, channel chips, tone of voice, and the live preview

AI Agents — the guided setup coach

The coach has six steps:

  1. Meet your assistant — give it a name, a company, and a tone of voice (Friendly, Professional, Premium…). Pick which channels it works on and the language & dialect handling — it detects each customer’s language automatically.
  2. Teach it — set the customer journey and the skills it can use.
  3. Try it — send a message and see how it replies.
  4. Check it — review quality and approve drafts before they go out.
  5. Go live — choose how many conversations it handles on its own, from supervised to fully autonomous.
  6. Improve it — track what’s live and apply suggestions over time.

Each step has an Advanced section that links to the full editors when you want more control: Edit wording, Connect channels, Journey editor, Manage skills, Run scenarios, Quality loop, Launch controls, and Full history.

How the agent decides what to do

Section titled “How the agent decides what to do”

For every message, the agent combines a few things you configure:

  • Prompt & persona — the rules and tone that define how it behaves.
  • Knowledge — reference material it can draw on to answer accurately.
  • Skills — focused capabilities it uses for specific situations, activated by triggers.
  • Lifecycle stage — where the conversation is in your customer journey, which can change what the agent does next.

You don’t script every reply. You wire these building blocks together on the agent’s configuration map, and the agent applies them conversation by conversation.

AI Agents → Connect channels — the configuration map
The agent configuration map wiring tools, channels, and knowledge into the agent

AI Agents → Connect channels — the configuration map

Going deeper

Section titled “Going deeper”
  1. Open AI Agents in the sidebar and follow the coach top to bottom.
  2. Use Connect channels to open the map and wire in channels, tools, and knowledge.
  3. Use the Advanced links to shape behavior in detail: Prompt & persona, Skills & triggers, and Lifecycle stages.
Section titled “Related”