The agent editor
Every tab and card in the agent editor, and what each one changes about your agent.
The agent editor is where you decide how your agent represents your company. It covers what the agent knows and how it speaks, what it pursues in a conversation, and where it goes live. Every behavior a visitor sees traces back to a setting here.
This article walks through each tab and card, and what each one changes.
Where do you find the agent editor?
Open any agent from Agents to reach its editor. Your changes save as a draft as you go, and reach visitors when you select Publish.
What does each tab do?
The editor has seven tabs, in the order you usually build an agent.
| Tab | Use it for |
|---|---|
| Persona | Set the brand description, name, face, voice, tone, greeting and the default behaviors described below. |
| Scripts | Write conversation steps, with goals and guardrails. See Guide conversations with scripts. |
| Training | Add the website pages, snippets and PDFs the agent answers from, and attach shared datasets. See Add knowledge. |
| Audiences | Pick which of your audiences this agent serves, or create new ones. |
| CTAs | Add up to 4 quick-action buttons shown at the start of a conversation. |
| Launch | Put the agent live on a domain. See Choose where your agent appears. |
| Coach | Ask test questions and correct answers before visitors see them. See Preview and publish. |
What is on the Persona tab?
The Persona tab is a column of cards, with a live Preview on the right. Switch the preview between Site Agent and Engage to see both layouts.
| Card | What it does |
|---|---|
| Brand | Brand name is how the agent refers to your company. Description tells it what you do and who you serve. |
| Identity | Name, Role, avatar image, how the agent appears on calls, the video greeter and Theme color. See Voice and video avatar. |
| Tone | Casual, Friendly or Professional. One choice for how the agent speaks. |
| Voice | Turns voice mode on and picks the voice the agent speaks with. |
| Meeting booking | When Booking is on, the agent offers a booking link from the meeting config you pick, once the visitor seems ready. Select Manage meeting configs to set one up. |
| Greeting | The first message every visitor sees when the agent opens. |
| Call-to-action | A button above the chat input, with Button text and a Link URL. Both fields are required for the button to show. It doesn't appear in the Engage layout. |
| Discovery | The question set the agent runs to learn about each visitor. Pick one from your library or select New discovery set. Where it plays chooses Chat (questions as conversation turns) or Canvas (next to the content). |
| Skills | Turn skills on or off for this agent. See Skills. |
| Default content playlist | The playlist the agent draws on when it suggests content. See Content library. |
| Tours | Switch on the hubs and standalone tours this agent can suggest, open and present. A hub covers every tour it publishes. Nothing is switched on by default. |
When should you use the system prompt?
At the bottom of the Persona tab, Advanced · System prompt holds extra instructions added to the agent's prompt as written. Select Edit, change the text, then Save.
Most agents don't need it. Brand, tone, scripts and skills cover most behavior.
How do you add agent links on the CTAs tab?
Agent links are buttons a visitor sees at the start of a conversation, so they have something to tap instead of an empty input. Select Add link, then pick a type:
| Link type | What it does |
|---|---|
| Send message | Sends the message you write, as if the visitor typed it. |
| Open URL | Opens a web page. |
| Open content | Opens an item from the agent's default content playlist. |
Each link has a Label shown on the button. Use the more menu on a link to Disable or Enable it. Agent links appear in the Engage and Rail layouts.
How do you choose the audiences an agent serves?
Audiences describe the kinds of visitors you expect, in plain words. On the Audiences tab, select Attach on each audience this agent should serve, and use the arrows to set their order. Select New audience to write one, or Suggest with AI for suggestions.
If you attach none, the agent works with your whole audience library.
Troubleshooting
| Issue | What to check |
|---|---|
| The call-to-action button doesn't show | Fill in both Button text and Link URL. The button also doesn't appear in the Engage layout. |
| The agent never offers a meeting | Check that Booking is on in the Meeting booking card, with a meeting config picked. |
| The agent doesn't suggest a tour | Switch on the hub or tour in the Tours card. Nothing is switched on by default. |
| An agent link is missing | Check that the link isn't disabled in its more menu. Agent links appear in the Engage and Rail layouts. |
| Add link is greyed out | The agent is at the 4-link cap. Remove or disable a link to add another. |
| Edits don't reach visitors | Select Publish. The editor saves a draft until you do. |
Frequently asked questions
How many agent links can I add?
Up to 4, on the CTAs tab. At the cap, remove or disable a link before you add another.
Does switching on a hub include its tours?
Yes. A hub covers every tour it publishes, so you don't switch its tours on one by one.
What happens if I attach no audiences?
The agent works with your whole audience library.