What we’re building
A user opens the chat widget onacme.com, asks a question, gets routed to the right specialist, gets an answer that uses the company’s own context.
Step 1 — Create the agent
1
Open Chat & Voice Agents
From the workspace sidebar, click Chat & Voice Agents → New Agent.
2
Name it
Type Sales Triage as the name and click Create. The new agent opens, with Start and an Add your first actor card on the canvas.
Step 2 — Set the global context
Every actor will inherit this. We write it once.1
Open Agent settings
Click the gear (Agent settings) at the bottom of the rail on the left.
2
Paste the global context
In the Global Context field:Changes save automatically. Close the panel.
Step 3 — Create the Triage actor
1
Click Add your first actor
Triage appears on the canvas, routed from Start, and its panel opens on the right with the name selected. Type Triage.
2
Fill in three fields
Changes save automatically.
Step 4 — Create the two specialists
Select Triage on the canvas and click Add actor in the toolbar above it. The new actor appears beside Triage, already routed from it, with its panel open. Do it twice, once per specialist.- Product Specialist
- Pricing Specialist
Step 5 — Describe the routes
1
Open the route to Product Specialist
Click When? on the route from Triage to Product Specialist. The route panel opens on the right.
2
Add an activation prompt
Under When should this route be taken?, paste:
When the user asks about product features, integrations, capabilities, security, the roadmap, or how something works in the product.It saves on its own. A short label (“Product”), auto-generated by AI from the prompt, replaces When? on the route.
3
Repeat for Pricing Specialist
Click When? on the route to Pricing Specialist and paste:
When the user asks about price, plans, seats, discounts, free trial, or wants a quote for an Enterprise contract.The “Pricing” label appears.
Step 6 — Configure the widget channel
1
Open the channels
Click Channels in the rail.
2
Add a Widget channel
Click Add channel → Widget, and set Channel Name to
Acme website widget.Under Preview, click Customize Widget and set the Greeting headline to Hi! I’m the Acme assistant — happy to help with product or pricing questions. Click Save. The look is kept until you add the channel.3
Click Add channel
The widget is saved and stays open on its install steps. Its code is ready, and Check it’s live says the widget is offline until you deploy.
Step 7 — Test it
1
Click Test flow in the rail
A drawer opens on the right with a chat input. The Draft chip means it runs your latest edits.
2
Send a pricing question
how much does Acme Pro cost?Wait a few seconds. The Pricing Specialist replies with the price ($49/seat, 14-day trial) and offers volume discounts. Under the reply, a one-line summary reads Pricing Specialist answered. Click it to see why:
3
Send a follow-up question that switches topic
actually, does it support SSO?Notice the summary this time: The router answered. The agent’s global router decides this is a cross-cutting product-capability question and replies directly using global context — a cleaner answer than handing off to Product Specialist for a one-line yes/no. The trace shows The router answered directly, with its reason.This is the routing layer adapting to the question. You don’t write any of it — the activation prompts plus global context give the platform enough signal.
Step 8 — Deploy
1
Close the test drawer
Click X. The test session is saved in Conversations history, marked as a test.
2
Click Deploy
Click Deploy (the rocket) in the rail. A message confirms Agent deployed · v1, and the header changes from Draft to Live · v1. From now on, your edits go to a draft until you deploy again. See Deploy an agent.
3
Embed the widget
Click Channels in the rail, open the widget, and click Get the code. Copy the snippet and paste it into your site’s HTML before
</body>. See Widget channel.The widget appears as a chat bubble. Real visitors can now talk to your agent. Once the first one does, Check it’s live shows Live: last conversation ….What you’ve built
- An agent with global context (Acme product blurb) inherited by every actor.
- Three actors, each with focused instructions and clear handoff rules.
- Two routes with activation prompts that drive the handoff decisions.
- A widget channel for inbound traffic on
acme.com. - A deployed agent, live as version 1 and answering real questions.
Extending the agent
Things you could add next:Knowledge base
Connect a product documentation KB to Product Specialist so it can cite specific feature docs.
Calendar integration
Give Pricing Specialist a calendar integration so it can book an Enterprise quote call directly.
A Human Handoff actor
Add an actor that posts to your sales team’s Slack channel for hard cases.
Email channel
Add a Gmail channel so users can also reach the agent via email.
Lessons from this build
Write Global Context once, not on every actor
Write Global Context once, not on every actor
Both specialists and Triage share the Acme blurb. By putting it in Agent settings → Global Context, we wrote it once. One edit reaches every actor: in tests right away, and for customers when you deploy.
Activation prompts are plain language
Activation prompts are plain language
No
intent = pricing syntax. Just describe when the route should fire as if explaining to a teammate. The platform handles the matching.Definitions of Done unlock handoffs
Definitions of Done unlock handoffs
Triage’s DoD is “user’s intent is clear and handed off”. That tells the routing layer Triage is done as soon as it can identify the topic — keeping conversations from stalling.
The Test drawer is your debugger
The Test drawer is your debugger
Under every reply, the summary opens to show each routing decision and tool call. When something misbehaves, the trace shows you where.
Next
Capabilities
Give your actors knowledge bases and integration actions.
Channels overview
Add more channels — email, Slack, phone, and more.