Creating an AI Agent

You can create multiple AI agents per workspace, each with its own instructions, knowledge sources, and assignment behavior.

Creating an agent

Navigate to AI Agent in the sidebar and click "Create Agent". Give your agent a name (defaults to "Savena Assistant") and write custom instructions that define its personality, tone, and behavior. For example, you might instruct the agent to always be friendly, use the customer's first name, and never discuss competitor products.

Adding knowledge

Upload documents (PDFs, text files), paste content directly, or point the agent at your website URL. The AI will read and index this content to use when answering questions.

Assignment modes

Control when the AI agent handles conversations:

• Always — the AI agent handles every new conversation automatically
• When unassigned — the AI agent only handles conversations that have no human agent assigned
• Off — the AI agent is disabled and will not handle any conversations

Enabling on channels

Choose which channels the agent should be active on. You can enable the AI on all channels or only specific ones — for example, only on the live chat widget and WhatsApp but not email.