Before you begin
Connect the channel and business systems the agent needs. Then decide:- which customer problem the agent should handle
- which channels it should work on
- what should start it
- which data and actions it needs
- when it should ask for human approval
- when it should escalate
Create an AI Agent
Ask Torben turns your support goal into a draft with instructions, triggers, skills, actions, and tests.1
Open AI Agents
Go to AI → AI Agents, or open the AI Agents overview.
2
Start with Ask Torben
Click New agent, choose a template, or open Ask Torben. Edit the prompt before sending if needed.
3
Describe the job
Explain what customers ask, what a successful outcome looks like, and when a person must take over.
4
Review the draft
Check the instructions, triggers, skills, actions, and approval settings. Connect any missing integration or MCP connection.
5
Choose a model
Use GPT 5.6 Luna. It is the recommended default and is sufficient for supported customer-support use cases, including multi-step jobs with lookups, updates, delays, follow-ups, and escalation.
6
Test with real scenarios
Test realistic happy paths, missing data, exceptions, and messages that should go to a person.
7
Activate gradually
Require approval for sensitive actions at first. Review run history before giving the agent more autonomy.
Best practices
- Start with one clear job per agent.
- Combine exact filters with a clear description of customer intent.
- Give the agent explicit escalation rules.
- Require approval for refunds, cancellations, and other sensitive changes.
- Use tests for both expected and edge-case customer messages.
- Review early runs before enabling more automatic behavior.