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Creating an Agent

An agent is your AI chatbot. Each agent has its own name, personality, knowledge base, and appearance. You can create as many agents as you need — for example, one for customer support and another for sales.

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How to Create a New Agent

1

Open the Agents page

Click Agents in the sidebar. You’ll see a grid of all your existing agents along with their conversation counts.
2

Click Create Agent

Click the Create Agent button at the top of the page.
3

Name your agent

Give your agent a descriptive name, like “Customer Support” or “Product Assistant.” This name is for your reference — your visitors won’t see it.
4

Start configuring

After creation, you’ll be taken to your agent’s dashboard where you can add knowledge, customize appearance, and configure settings.

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Agent Dashboard

Once you create an agent, you’ll see a tabbed dashboard with these sections:
TabWhat It Does
Knowledge BaseAdd files, websites, and text for your chatbot to learn from
PlaygroundTest your chatbot in a live environment
DeployGet the embed code to add the chatbot to your website
InboxView and manage conversations with your visitors
SettingsConfigure agent behavior, language, and AI settings
ConnectSet up integrations like Shopify and WhatsApp
Help MenuAdd custom help links to the chat widget
Custom ActionsCreate interactive forms, buttons, and webhooks

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Setting a Welcome Message

The welcome message is the first thing visitors see when they open your chatbot. To set it:
  1. Go to Settings for your agent
  2. Find the Welcome Message field
  3. Type a friendly greeting (e.g., “Hi there! How can I help you today?”)
  4. Click Save
A good welcome message is short, friendly, and tells visitors what the chatbot can help with. For example: “Welcome! I can help you with product questions, shipping info, and returns.”

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Bot Name vs. Agent Name

  • Agent name — The name you see in your Chatref dashboard (for your reference only)
  • Bot name — The name your visitors see in the chat widget header
You can set both in the Settings tab. The bot name defaults to “My Bot” but you should change it to match your brand.

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Activating and Deactivating an Agent

Every agent has an Active/Inactive toggle in Settings:
  • Active — The chatbot is live and will respond to visitors
  • Inactive — The chatbot is paused and won’t respond
This is useful when you want to temporarily take a chatbot offline without deleting it.

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Deleting an Agent

If you no longer need an agent:
  1. Go to the agent’s Settings tab
  2. Scroll down to the Danger Zone section
  3. Click Delete Agent
  4. Confirm the deletion
Deleting an agent is permanent. All conversations, knowledge base data, and settings for that agent will be removed. This action cannot be undone.