Agentic Flows

Overview

An Agent is an autonomous or semi-autonomous component designed to perform tasks within a contact center ecosystem. Agents integrate perception, reasoning, and action to handle customer interactions, automate workflows, and provide intelligent routing and responses.

In the Orchestrator, Agents can be combined with the more deterministic Flows or MiniApps to aid human agents.

Setting up Agentic Flows

Agentic Application Creation

Agents are used in the Orchestrator in the Agentic type of dialog applications. To create an agentic application, click +Create on the Orchestrator tab.

Please add the following:

• Application Name: Enter a name for your new dialog application.

• Group: Select a group from the dropdown list. The dialog application will be accessible to other group members.

• App Type: Choose Agentic for the type of your application, for the Agents to be enabled.

• Description (optional): add a description for your new dialog application. The maximum description length is 255 characters.

• Labels (optional): add a label to your new application. Type in the label name and press Enter to add it. Click the X icon to the right of the added label to delete it before saving changes if needed.

Creating Agents

After you have created an agentic application, open it, and you will find the Agents section added to the building blocks menu on the left, among others. Click + Create to set up a new agent:

The Create Agent page will appear, prompting you to provide details, such as the Agent Name, Agent Type, Description, Labels, and the Input/Output fields for your Agent.

When creating a new Agent, select the Agent Type from the list. The following types are available:

• Concierge Agent: the routing agent and the customer’s first point of interaction with the contact centre; this Agent decides where to direct every customer's call.

• Task Agent: autonomous, goal-oriented AI components designed to execute complex workflows with minimal human intervention. They use multiple tools (webservice miniApps, MCP servers, etc) to achieve a specific goal, which is normally multi-step and complex (for example, making a payment, making a reservation, etc). 

After you click Save, you will be taken to a setup menu for your Agentic Flow, where you can add instructions:

Instructions

When adding Instructions, make sure that your instructions are clear and concise, as they are the goals that your agent must achieve while interacting with customers. Type your instruction and press enter to save it as a separate line; multiple lines of instructions can be added. Double-click the instruction to edit it, or click the X icon to the right of the added instruction to delete it.

Connected Tools & Agents

Your Agentic Flow can utilize other miniApps, Flows, knowledge bases created in Pathfinder, as well as other Agents. Just drag a component from the menu on the left and drop it on this section. Use the trashcan icon to remove the tool from the configuration:

Double-click the added tool to edit its Name and Description. It’s important to use the Description to provide some specific instructions on how to use the added tool by the Agentic Flow:

For example, you can drag the Pathfinder database onto the canvas, and in the description, ask your Agentic Flow to use the database as the source to answer all of the customer’s questions.

Escalate to Human

Use this section to set up the conditions under which the agent will transfer to the human operator. Click + Add Escalation Queue to set up the queue.

Provide the Queue Name, Queue ID, and Queue Description;

Welcome Prompt

Use this section to create a welcome message that your agent will use to greet the customer: