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Create an Agent Stack

Create your first Agent Stack — the AI customer service team that handles inbound conversations. The guided wizard sets up the stack, suggests specialists, and wires up knowledge in five short steps.

8 min read

Create an Agent Stack

This walks you through creating a new Agent Stack from scratch using the guided setup wizard. You’ll end with a stack containing one or more specialists, optional knowledge access, and a chosen personality preset — ready to test.

Before you start

  • A user role with Settings → Agent Stacks permission.
  • A clear answer to “what is this stack going to do?” — one or two sentences. The wizard uses this to suggest specialists and seed instructions.
  • (Optional) Knowledge Base categories you want the AI to read from. You can add these later.

Steps

  1. Open Settings → Agent Stacks.
  2. Click New stack in the top-right.
  3. Step 1 — Purpose. Give the stack a name (what your team will call it internally) and write 1–2 sentences describing what it should do. Example: “Handle inbound support for our e-commerce store. Answer order questions, process simple cancellations, escalate billing issues to humans.”
  4. Step 2 — Specialists. The wizard suggests a starter set of specialists based on your purpose — Order Tracker, Cancellation Expert, Returns Specialist, etc. Toggle each suggestion on or off, edit names and scope, or click Add custom agent to add your own. Each suggestion has a name, a one-line description (the responsibility / scope), and a topic list.
  5. Step 3 — Knowledge. Pick which Knowledge Base categories these specialists should read from, and which Handbook categories. Choose Full to give access to everything, Select to pick categories, or Skip to wire knowledge later.
  6. Step 4 — Personality. Pick a persona preset — Friendly Helpdesk, Expert Advisor, Concierge, Efficient, Brand Playful, or None. The dimensions snap to the preset’s values; you can tune them on the Personality tab afterwards.
  7. Step 5 — Review and create. Confirm the configuration and click Create stack.

The wizard creates the stack, the specialists, the knowledge bindings, and the personality config. You’re dropped into the stack’s detail view — by default on the General tab.

Verify it worked

  • The new stack appears in Settings → Agent Stacks in the left list.
  • Open the Orchestrator tab. You should see the stack diagram with the orchestrator at the top and one node for each specialist.
  • Open the Testing tab and chat as a customer. The router should pick a relevant specialist and reply in the personality you chose.

What’s next

After the stack exists, the typical next steps are:

  • Wire it to channels. A stack only handles conversations on the channels you enable. See your channel settings (Email, Web Chat, Voice, etc.) to enable the AI agent on the channels you want.
  • Configure handover. By default a new stack has handover off (never). Turn it on and pick a team if you want the AI to escalate to humans.
  • Add capabilities. Capabilities let the AI act, not just talk — look up orders, process refunds, etc.
  • Test and tune. Use the Testing tab to flag bad replies and apply the proposed fixes.

Troubleshooting

  • Symptom: “Knowledge Base scoping” or “Handbook access rules” appears in a “Couldn’t apply” toast after creation. Fix: the stack and specialists were created, but the post-creation knowledge wiring failed (often a permission gap on KB categories). Open the Orchestrator tab, drill into a specialist, and configure Knowledge from there.
  • Symptom: “Personality preset” failed to apply. Fix: open the Personality tab and pick the preset again. The save will succeed when called from the tab itself.
  • Symptom: No suggested specialists appear in Step 2. Fix: the AI suggestion call failed. Use Add custom agent to add your specialists by hand.

See also

Tags

Ai FeaturesHow ToGetting Started
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