Answer questions from a channel

A good first job for an agent is answering one narrow kind of question: support hours, a product FAQ, or how an internal process works. A channel is the chat app or tool the questions arrive from, such as Telegram.

You need an agent (see Your first agent) and a connected channel (see Connect Telegram).

Set the agent up

1. Put the approved source material (FAQ, policy pages, price list) in the agent's workspace folder, so the agent can read it.
2. Browser: open Settings and stay on the Agents tab.
3. Select Manage next to the agent.
4. Select the Personality tab and open the instructions file.
5. Say what the agent answers, and that it must say "I don't know" when the material doesn't cover a question, instead of guessing.
6. Select Save. The change applies from the agent's next reply.
7. Go back to Settings and select the Channels tab.
8. Check that the channel is bound to this agent. For Telegram, open the Telegram card: each account shows agent: followed by the agent's ID.

Test it

1. In the channel, ask a question whose answer is in the material.
2. Ask a question that is not covered.
3. Browser: open Activity and find both conversations.

Check it worked

• The first answer matches the source material.
• For the second question, the agent says it doesn't know rather than inventing an answer.
• Both requests appear in Activity under the right agent.

If something is wrong

• No reply at all: follow It's not answering.
• Another agent answered: the channel is bound to a different agent. Change the binding in Settings › Channels.
• The answer is invented: make the instruction stricter, and check that the source material is in the agent's workspace.
• The answer is out of date: replace the files in the workspace with the current version.