AI agents: create agents by type, organize them in folders and move them around the list

AI agents

Create as many agents as you need, each with its own type, instructions and channel, and organize the list in folders.

Each agent has its own instructions, knowledge, tools and model, and answers a channel or joins a flow. The account used to have a single persona; now it has as many agents as you need.

Create an agent

1. Open the dialog: Click Create agent at the top of the screen.
2. Give it a name: The agent name is shown only to your team. The lead sees the AI name, which you set in the editor.
3. Choose the type: The type turns on the right platform agents for the job. You can adjust it later.
4. Choose where to start from: From your segment's template, blank, or from a copy of the main agent.
5. Say where it answers and which folder it goes in: The channel only moves to the agent when you publish it. Until then, the channel stays with whoever answers it today.

Sales (SDR)

Qualifies, gives the hot, warm or cold band, negotiates and transfers when the lead wants to buy.

Support

Answers from the Knowledge base, opens and updates Tickets and transfers on frustration or when a person is requested.

Post-sale / CS

Confirms delivery, runs the satisfaction survey, handles retention and asks for referrals.

Collections

Reminds of the due date, sends the 2nd copy of the bill and negotiates within the limits you set.

Scheduling

Schedules, confirms the day before and reschedules when the lead asks.

Reception (triage)

Answers the general number, understands the subject and hands over to the right agent.

"Personalizado" (Custom)

You choose which platform agents come in.

Organize in folders

Folders only organize the list: they do not change what the agents do. Click New folder, give it a name of up to 40 characters that does not exist yet and confirm.

• To move, drag the agent card to the folder, or use the card's ⋮ menu and choose the folder in Move to…. The menu works with the keyboard.
• Inside a folder, drop the card on Drop here to take it out of the folder to leave it without a folder.
• To rename, use Rename in the folder's ⋮ menu or inside it. Enter saves and Esc cancels.
• Search and order apply to the open folder.

Edit an agent

Click the agent name to open the editor. The left column holds the identity, where it answers, the behavior and the type; on the right are the Training, Sub-agents, Follow-up, Knowledge, Tools, Test and Usage tabs.

Name the lead sees

The AI name in the conversation. On a handoff, the lead starts seeing the name of the person who takes over, never this one.

Behavior

Human conversation pace, reading the images the lead sends, business hours and silence when the team replies. The rule that shows the name of the person who takes over on a handoff is always on.

This agent uses

The type preview: the platform agents that take part in the conversations of this agent. What you change shows as adjusted, and Back to the type default undoes it.

Knowledge

All sources in the Knowledge base or only the chosen ones, and the Company memory.

Tools

Each tool turned on is a permission: Calendar, actions that query your system, handing off to the team, CRM and forms.

Variables in the instructions

Use the variable buttons above the instructions to insert a variable at the cursor. In each conversation, it is replaced by the lead data. The How the agent reads it preview shows the text with sample values.

`{{nome_lead}}`

The name of the lead.

`{{telefone}}`

The phone number of the lead.

`{{empresa}}`

The name of your company.

`{{etapa}}`

The stage of the lead in the Pipeline.

`{{produto}}`

The product of interest.

`{{link_agenda}}`

Your calendar link, which you enter in the Calendar tool.

`{{nome_ia}}`

The name the lead sees.

`{{data_atual}}`

The date today.

Save draft and publish

• Save draft keeps your changes without touching what the leads see: conversations keep the published version.
• When there is a saved change that has not been published yet, the editor shows Unpublished changes.
• Publish puts the new version to work in new conversations. A draft starts answering on its first publish.

Where the agent answers

Each channel or number has a single agent. Without a channel, the agent only joins through flows. Checking a channel that belongs to another agent today shows a notice, and the switch only takes effect when you publish.

How the conversation reaches the right agent

• "Por canal ou número" (By channel or number) (the default): each channel has one agent. A channel without an agent stays with the main agent.
• "Por triagem no mesmo número" (By triage on the same number): an agent of the "Recepção" (Reception) type answers the main number, understands the subject and hands over to the right agent.
• "Por fluxo" (By flow): the "Agente de IA" (AI agent) node calls an agent at one point of the flow; "Vincular agente" (Link agent) pins the agent to the conversation.

The "Seus agentes" (Your agents) list shows, in the "Como a conversa chega ao agente certo" (How the conversation reaches the right agent) block, the agent of each channel and the first subjects of the Reception.

Reception: the triage

1. Create an agent of the Reception type: Put the main number on it, in "Onde atende" (Where it answers).
2. Choose where each subject goes: In "Para quem a Recepção passa" (Who the Reception hands over to), each subject has the agent that handles it. The Reception comes with the most common subjects, each one on the agent of the right type.
3. Choose the name the lead sees: "O mesmo nome do começo ao fim" (The same name from start to finish) or "O nome do agente que assumiu" (The name of the agent who took over).
4. Publish: From the next conversation on, the Reception does the triage and the conversation stays with the chosen agent until it ends.

Handover to another agent

When the subject changes in the middle of the conversation, the agent can hand over to another one. In the editor, under "Passagem para outro agente" (Handover to another agent), tick in "Pode passar para" (Can hand over to) the agents that can take over and choose what "O lead vê" (The lead sees): the same name (they do not notice the change) or the name of the new agent.

• The context goes along: the new agent reads the history and the data already collected.
• When in doubt, the conversation stays with the current agent.
• In the Inbox, the conversation header shows the agent that is answering and changes at the moment of the handover. The team sees the note "Passou para…" (Handed over to…); the lead sees no note at all.
• In the "Teste" (Test) tab, the handover shows in the test conversation and in "Por que respondeu assim?" (Why did it answer like this?).

Duplicate and pause

• In the card ⋮ menu, Duplicate creates a copy as a draft, with no channel until you choose one.
• Pause takes the agent out of service: conversations on its channels go to the main agent until you click Turn on.
• The main agent cannot be paused: it handles what no other agent handles.

Sub-agents

A sub-agent does a single task inside the agent: spotting actions in the message, classifying the subject, saving a piece of data. On the Sub-agents tab, click Add sub-agent and fill in the name, when it runs (every message or only when something happens), its own instructions and the allowed actions.

• It only does what is checked: add a tag, move to a Pipeline stage, call an outgoing webhook, call a "Consultar na hora" (Look up now) Action, save a variable and transfer to the team.
• In an account that uses its own AI, each sub-agent can use a smaller model; if none is chosen, it inherits the agent's model.
• The switch on the card turns the sub-agent on and off without deleting anything.

Agent follow-up

The Follow-up tab holds the messages the agent sends when the lead stops replying, only in this agent's conversations. The account's cadences stay on the Follow-up screen.

Fixed message

Goes out exactly as written. Use {{nome_lead}} and {{nome_ia}} for the lead's name and the AI's name.

Written by AI

The AI writes a follow-up based on the conversation so far, following the guidance you give.

Frequency

Once per lead, every time the lead stops replying, or at most once a day.

Wait without a reply

How many hours or days without a reply before sending. Sending follows the account's business hours.

A new follow-up takes effect on the agent's next publish. Deleting takes effect right away: leads waiting for it no longer receive it. While the agent is paused, none of its follow-ups go out.

Test before publishing

In the Test tab, write as if you were a lead, or click one of the suggestions. The test uses the saved draft, with the same model and the same tools as live service, and nothing is sent to real leads. If there are unsaved changes, the editor saves the draft before testing.

• Below the last reply, Why did it answer this way? shows the intent the AI understood, the Knowledge base source, the tool used and the path through the platform agents.
• When the test asks for a person, the conversation shows the transfer and your name joining the conversation: on transfer, the lead sees the agent's name, never the AI's name.
• Clear erases the test conversation and starts over.

How much the agent uses

The Usage tab shows, over 7, 30 or 90 days, the conversations the agent handled, the AI messages, the tokens and the AI calls, the messages per day and how much each task consumes. What came from the Test tab shows up as Test.

How many agents you can have

There is no limit per plan and no charge per agent. There is only a safety cap of 50 agents per account. From 45 on, the screen shows Ask for more: open a support ticket asking for the increase, at no cost.

What happens to the main agent?

It answers what no other agent answers. To remove it, choose another main agent first.

Does moving an agent between folders change any conversation?

No. The folder is only how the list is organized.