Set up your agent
Your agent is the one who talks to your customers. In Configure agent (Automation menu) you define how it talks, what it knows and what it can do.
Only an Admin can set up the agent. If you completed the guided setup, everything is already filled in: this is where you fine-tune it.
Basic information
- Agent name: how it introduces itself to your customers. Example: "Sofia".
- Greeting message: the first thing it says. Use Suggest to have the AI propose one.
- Farewell message: how it closes the conversation.
Behavior and capabilities
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Core instructions: what your agent does and how. Write what you'd tell a new person on your team: what you sell, prices, hours, how to handle each case.
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Personality: for example, "friendly, patient and direct".
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Tone: for example, "warm but professional".
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Constraints & limitations: what it must not do. Example: "Don't promise delivery dates. Don't give discounts."
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Conversation examples: short dialogues that show how it should respond. Write them like this:
Customer: Do you deliver?
Agent: Yes! We bring your order anywhere in the city. What would you like to order?
When the agent doesn't respond
In Alert if the agent does not answer (minutes) you set how long a customer can wait without a reply. If that time passes, or if a reply couldn't be sent, the conversation goes to your team as a help request. Set it to 0 to turn it off.
Tools
Tools let the agent do things beyond replying. You turn them on or off with a switch:
| Tool | What the agent does |
|---|---|
| Request help | Hands the conversation to someone on your team |
| Update contact | Saves the customer's name and email in your contacts |
| Move along the funnel | Moves the customer between the stages of your funnel |
| Close the conversation | Closes the conversation after saying goodbye; the customer's next message starts a new one |
| Send forms | Sends forms and WhatsApp flows |
| Calendly / Simple Booking | Checks availability and books appointments |
| Shopify | Searches products, builds the cart and sends the payment link |
Calendly, Simple Booking and Shopify show as Not connected until you connect them in Integrations.
Tappable options: the agent shows native WhatsApp and Telegram buttons so the customer can choose with a tap instead of typing.
Advanced tools
If you have your own system (a CRM, an inventory, a booking system), the agent can look things up in it:
- HTTP APIs: connect a web service from your business. The agent uses it when it needs to.
- Grouped APIs: several operations from the same service together.
- Your own tools: an MCP server (must be HTTPS).
Tool changes take effect when you save the agent.
Save
Click Save agent. Changes are published right away: the agent uses them from the next message.
Simplifybot chooses your agent's AI model. You don't need to configure it.
Test the agent
With Test the agent you chat with it without affecting your real conversations:
- New conversation starts from scratch.
- View as shows the conversation as it would look on WhatsApp or Telegram.
- You see which tools the agent used in each reply (only you see this).
Tips
- Start simple and adjust: review real conversations in the Chat and improve the instructions based on what you see.
- Be specific: prices, hours and policies written out exactly keep the agent from guessing.
- Use varied examples: one sales example, one complaint, one frequently asked question.
- Set clear limits: what the agent must not do is as important as what it should do.
Next: Funnel.