Transitioning to AI Agent V5: Memory-Based Intelligence

Welcome to the next generation of automated customer support. AI Agent V5 is a major leap forward, moving away from static website scraping toward a dynamic, Memory-Based Learning system. This article guides you through the new interface and shows you how to train your agent for maximum efficiency.

Watch the Video on the Best Practice here, or just read the steps down below:

1. Switching from V4 to V5

To begin, navigate to your AI Agent settings.

• The Toggle: In the top right corner, you will see a version toggle. Ensure V5 is selected.

• Legacy Access: While V4 is no longer in active use, the interface remains accessible so you can retrieve your old instructions or escalation settings during the transition.

2. Key Differences: Why V5?

• Dynamic Learning (Memories): Unlike V4, which was strictly reliant on static data sources (like URLs), V5 learns from your actual conversations in the Inbox.

• Centralized Logic: Instead of searching through multiple tabs for tags, escalations, and channel rules, everything is now consolidated into one central "Command Center."

3. Configuring Agent Instructions

The Agent Instructions field is now the "brain" of your bot. It follows a natural language approach.

How to set up your instructions:

1. Consolidate Rules: Paste your previous behavior rules, escalation logic, and tagging requirements here.

2. Escalation Logic: Define specifically who should handle what.

   • Example: "If a customer asks about a return or a refund, immediately escalate the ticket to @Agent.name."

3. Channel-Specific Rules: You can apply global rules or target specific platforms.

   • Tip: Use clear headers like --- Instructions for WhatsApp --- or --- Instructions for Email ---.

4. Auto-Save: The system saves your changes automatically—no need to look for a "Save" button.

[!TIP] Pro Tip: Use ChatGPT to refine your prompts. Ask it to "Rewrite these brand rules to be AI-friendly and concise for a customer support agent."

4. Training the Agent: Understanding "Memories"

The most powerful feature of V5 is the Memory List. This is where the AI stores facts it has learned from interacting with your customers.

• Automatic Growth: The memory list will be empty at first. It populates automatically as the agent processes chats.

• Quality Control: You have full oversight. You can click on any specific memory to Edit the information or Delete it if the AI has picked up incorrect or outdated data.

• Refinement: Regularly reviewing these memories ensures your agent becomes more accurate over time.

5. Tone and Behavior Settings

Beneath the instructions, you can fine-tune the agent's "personality" using dedicated toggles:

• Tone of Voice: Set the general vibe (e.g., Professional vs. Casual).

• Emoji Usage: Define if and how often the agent should use emojis.

• Response Length: Control whether the agent gives "Quick and snappy" or "Detailed and explanatory" answers.

6. Integrations (Shopify & More)

Existing integrations, such as Shopify, are fully compatible with V5. Ensure your integration is "Active" in the AI Integrations tab to allow the agent to pull product information directly into conversations.