Bot Purpose
Define what kind of agent your assistant is. This shapes how it prioritizes tasks, routes conversations, and frames its responses.
Agent Framework
Beyond Q&A: Your AI as an Agent Advanced
Section titled “Beyond Q&A: Your AI as an Agent ”The Agent Framework turns a simple Q&A chatbot into a capable AI agent. Instead of just answering questions, your assistant can take actions: schedule appointments, capture leads, escalate to humans, and proactively reach out to contacts.
Primary mode
Shapes how the agent prioritizes tasks and frames responses.
Support bot
Resolves issues, answers questions, escalates when stuck.
Sales bot
Qualifies leads, books demos, follows up with prospects.
Concierge
Navigates visitors across products and content.
Custom
Bring your own system prompt and capability mix.
Capabilities
Only enable powers this assistant needs.
Human handoff
Escalate to a live agent when the conversation requires it.
Lead capture
Gather name, email, intent and persist as a Lead.
Appointment booking
Book meetings against connected calendars in-chat.
Proactive outreach
Start conversations on a schedule via BotJobs.
What the Agent Framework Controls
Section titled “What the Agent Framework Controls”Capability Toggles
Enable or disable specific capabilities: human handoff, appointment booking, lead capture, proactive outreach. Only give your assistant the powers it needs.
Guardrails
Set boundaries on what topics or actions your assistant can engage with. Keep it focused and on-brand.
Proactive Scheduler
BotJobs — let your assistant proactively reach out to contacts based on schedules or triggers, without waiting for them to initiate.
Bot Purpose / Mode
Section titled “Bot Purpose / Mode”Select the primary role for your assistant:
Best for: Customer service, helpdesks, technical support
- Prioritizes resolving issues and answering questions
- Escalates quickly when it can’t resolve
- Creates tickets for unresolved issues
- Tracks conversation to resolution
Best for: Lead generation, product demos, inbound sales
- Qualifies leads through conversation
- Captures contact details and buying signals
- Offers demo scheduling
- Hands off hot leads to human sales reps
Best for: Booking-heavy businesses (clinics, consultants, coaches)
- Focuses on getting appointments booked
- Shows availability and offers slots immediately
- Sends confirmation emails automatically
- Handles rescheduling and cancellations
Best for: Versatile bots that do many things
- Handles Q&A, scheduling, support, and lead capture
- AI routes each conversation to the right behavior
- Best combined with good training data across all topics
Capability Toggles
Section titled “Capability Toggles”Enable only the capabilities your assistant needs:
| Capability | Description | Requires |
|---|---|---|
| Human Handoff | Escalate conversations to a live agent | CRM Toolkit plugin |
| Appointment Booking | Schedule appointments during conversations | Appointment types set up |
| Lead Capture | Create lead records from conversations | CRM Toolkit plugin |
| Ticket Creation | Create support tickets automatically | CRM Toolkit plugin |
| Proactive Outreach (BotJobs) | Reach out to contacts without them initiating | BotJobs configuration |
Agent Profiles
Section titled “Agent Profiles”Agent profiles let you create specialized configurations for different use cases. For example:
- A Sales Profile focused on lead qualification during business hours
- A Support Profile that escalates faster and focuses on issue resolution
- An After-Hours Profile that sets different expectations and captures callbacks
Each profile can have different:
- Personality instructions
- Enabled capabilities
- Escalation thresholds
- Available appointment types
BotJobs: Proactive Outreach Advanced
Section titled “BotJobs: Proactive Outreach ”BotJobs allows your assistant to initiate conversations proactively — sending reminders, follow-ups, or re-engagement messages — without waiting for customers to reach out first.
Common BotJob Use Cases
Section titled “Common BotJob Use Cases”| Job Type | Example |
|---|---|
| Follow-up reminder | ”We haven’t heard from you — still interested in a demo?” |
| Appointment reminder | ”Your appointment is tomorrow at 2pm. Need to reschedule?” |
| Re-engagement | ”It’s been 30 days since your last message. How can we help?” |
| Campaign trigger | Enroll contacts in a sequence after a specific event |
Setting Up BotJobs
Section titled “Setting Up BotJobs”-
Enable Proactive Outreach in Agent Framework capabilities
-
Create a BotJob:
- Choose a trigger (schedule, segment, event)
- Define the message template
- Set the target audience (segment or individual contacts)
-
Test with a small segment before rolling out broadly
-
Monitor responses and adjust targeting as needed
Related Topics
Section titled “Related Topics” Settings Configure your assistant's base behavior
Plugins Enable capabilities via plugins
Live Escalation Human handoff configuration
Appointments Scheduling setup for the Scheduler mode