Creating an Agent

Sign up

Visit app.customagents.io and create your account. The Free plan includes 3 agents and 3,000 emails/month — enough to get started and see the value immediately.

Create a new agent

Click "Create Agent" from the dashboard. You'll configure:

• Agent name — a descriptive name like "Customer Support" or "Sales Qualifier"
• Agent instructions — the behavioral guidelines your agent follows. Write these in plain English, as if you were briefing a new hire
• Tone — Professional, Friendly, Formal, or Casual
• Autonomy mode — start with Draft Mode for review

Write effective instructions

The instructions are the most important part. Be specific about:

You are a customer support agent for GreenLeaf Furniture.

Your responsibilities:
- Answer questions about our products (materials, dimensions, care instructions)
- Help with order status inquiries by checking Shopify
- Process return requests for items within our 30-day policy
- Escalate any requests involving damaged items or refunds over $200 to the admin

Your tone: Warm and helpful, but professional. Use the customer's first name.

You should NEVER:
- Make promises about delivery dates you can't verify
- Offer discounts without admin approval
- Discuss competitor products

Connect integrations

Navigate to the Integrations tab and connect the tools your agent needs:

• Shopify — for order lookups and tracking
• Google Calendar — for scheduling
• Stripe — for payment status
• HubSpot — for CRM data

Each integration uses OAuth — click connect, authorize, and done. No API keys to manage.

Add knowledge

Upload documents, SOPs, and FAQs to your agent's Knowledge Base. The agent references this information when responding to inquiries. Add your:

• Product catalog or FAQ document
• Return and refund policies
• Shipping information
• Common customer questions and approved answers

Configure escalation rules

Set conditions under which your agent defers to you:

• Refund requests over a dollar amount
• Legal inquiries
• VIP contacts (add specific email addresses)
• Any topic matching a keyword (e.g., "lawsuit", "attorney")
• Angry or upset customers

Go live

Toggle from Draft Mode to Auto-Respond. Your agent starts handling real customer emails. Monitor the Activity Dashboard to see conversations in real-time and provide feedback.