Creating & Configuring Agents
Creating a New Relational Agent
From Scratch vs. Templates
When you start creating a new Relational Agent, you can choose one of the pre-filled templates or start from scratch.
Templates |
A good choice for newcomers. They provide inspiration from pre-filled values and are the fastest way to try out the Relational Agent without requiring precise customisation. |
From Scratch |
Better for advanced designers, though still intuitive. Even beginners get the necessary guidance during the process. |
Regardless of your choice, you need to understand the following parts of the Custom Configuration process.
Train Your Relational Agent for Their Job
Creating a Relational Agent is like training a new employee. By default, each Relational Agent has broad general competencies. You must then teach them their specific job, consisting of four key parts.
a) Character & Backstory
Describe the personal traits of your digital employee.
Elements can include:
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Character traits, style of expression, and backstory
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Previous experiences, likes/dislikes, behaviors in specific situations
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Personal views on topics
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A well-written character and backstory aligned with the agent’s role makes interactions feel natural and memorable. |
b) Objectives
Define the primary and subsidiary objectives.
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Primary objectives are broad and overarching
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Sub-objectives break down how the agent achieves the primary goal
Example:
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Your primary objective is to inspire the client to love our brand. |
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Your job consists in making the clients familiar with your brand’s intentions and the most recent product offer. |
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In order to do your job well, you should inquire into the client’s needs and present the brand in a fresh way. |
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Avoid pushing sales too hard if the client is hesitant. Focus on personalized engagement. |
c) Business Process Steps
This is the "golden path" of the ideal interaction. Write it step-by-step.
Step 1 |
Greet the client and explain the advantages of your offer. |
Step 2 |
Learn more about the client’s needs. |
Step 3 |
If the client seems interested, propose the best-fit product. If not, inspire interest with unexpected product features. |
Step 4 |
Direct the client to more information and take a memorable farewell. |
Assets Referencing
Business process steps can reference project assets (knowledge bases, multimodal interactions, MCP servers).
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Global assets – Available automatically. Mentioning them explicitly is optional but improves performance.
Step 5 |
At the end of the interaction, ask the user how they were satisfied and display the multimodal @product_feedback_form |
Relational Settings
Determine how strictly the Relational Agent follows the business process vs. focusing on relationship-building.
Task Focus |
Strict execution of process. Example: Mortgage procedure with no deviation allowed. |
Relational Focus |
Conversation-driven, lighter process enforcement. Example: Brand loyalty and empathy-driven conversations. |
Balance |
Combines task and relational approaches. Example: Informing clients about new offers while still executing specific sub-goals. |
Remembers users (memory control)
What it is
A simple toggle that controls whether a Relational Agent should recall previous conversations with the same user.
When to use it
Disable for one-off, shared, or public interfaces (e.g., kiosks) where each conversation should be treated as new. Enable for relationship-based use cases (e.g., account management, support follow-up) where continuity matters.
How to configure
Go to Agent configuration → Agentic Purpose → Remembers users.
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On (enabled) – The agent remembers and can refer to past interactions
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Off (disabled) – Every conversation is treated as a new interaction
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Agent-specific setting. For concepts, policies, and governance, see Memory & Relational Intelligence. |