Create your first AI agent

0:00Start here

Let's create your first agent in Tuolen. We'll give it a clear job, a helpful personality, and a plan for when someone needs a person.

0:10Create the agent

In AI Agents, choose New Agent. Give it a name your team will recognize, and a short description. We're using Cedar Support, a fictional shop assistant for this tutorial.

The creation form also accepts a system prompt and welcome message. Add your starting instructions, then select Create Agent. Open the new agent and choose Settings to refine them.

0:35Write the system prompt

Think of the system prompt as the agent's working instructions. It describes who the agent is, how it should respond, and where its responsibilities stop. Your knowledge base will supply the business facts.

Start with a specific role: you are Cedar Store's customer support assistant. Then describe the tone. Be friendly, clear, and concise. Ask one clarifying question at a time. Simple instructions are easier to test.

Next, set boundaries. Use the connected knowledge base for policies. If the answer is missing, say so. Don't invent a policy or promise a refund. Never ask for passwords or full payment card details.

1:19Welcome message

The welcome message is different: it's what a visitor actually sees. Keep it warm and short. For example: Hi! Welcome to Cedar Store. What can I help you with today?

1:31Plan the human handoff

Now decide when a person should help. In our prompt, that's when someone asks for a teammate, has an account or payment dispute, or the agent can't resolve the request. Then open Escalation and handoff.

Choose the destination your team actually uses. The internal support queue requires the paid Support Agent workspace add-on and a configured queue. Other live support routes need their own connected services.

Creating a C R M case is not the same as connecting a live person. A case needs a configured provider. Timed case fallback is a separate, optional setting. We're leaving it off in this demo.

2:13Save and test

Save Changes, and look for the confirmation. A saved destination doesn't prove the handoff works. Before launch, run a controlled handoff test with your support team and confirm that someone can accept and reply.

2:28Your foundation

Your foundation is ready: a clear role, a friendly greeting, sensible boundaries, and an escalation plan. In the next video, we'll look at channels and website embeds. Visit Tuolen dot com.