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 symbols.

• 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:

Provide the Agent Name. You can also provide Description, Labels, and the Input/Output fields for your Agentic Flow. After you click Save, you will be taken to a setup menu for your Agentic Flow, where you can add instructions:

Note the menu on the left containing all of your Agents and Tools, sorted according to their categories. Use this menu to set up Connected Tools & Agents.

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. You can just drag any tool 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: