{"section":"tutorials","requestedLocale":"en","requestedSlug":"agent-builder-overview","locale":"en","slug":"agent-builder-overview","path":"docs/en/tutorials/weni-by-vtex/agent-builder/agent-builder-overview.md","branch":"main","content":"**Agent Builder** is a customer conversation tool powered by artificial intelligence. With this feature, you can customize agents to interact with customers, letting them request information about orders in progress, the store catalog, or order cancellations, for example.\n\nThe feature focuses on an orchestrator agent, which is the point of contact with the customer and controls the chat. This orchestrator triggers collaborating agents that return data and information based on the user's needs.\n\n> ℹ️ Learn more about collaborating agents in the article [Official Weni by VTEX agents](/en/docs/tutorials/official-agents-from-weni-by-vtex).\n\nBesides assigning and testing these agents, you can also create your own agents to meet your company’s specific needs.\n\n> ⚠️ To create custom agents, use the Weni by VTEX CLI. See the [documentation](https://weni-ai.github.io/weni-cli/getting-started/installation/) for instructions.\n\n## Agent Builder\n\nTo access **Agent Builder**, select the organization on the Weni by VTEX homepage and then the project you want to manage. In the side menu, click **Agent Builder**.\n\nYou can access the following pages in **Agent Builder:**\n\n- [**Supervisor**](#supervisor)\n- [**Profile**](#profile) \n- [**Agents**](#agents)\n- [**Knowledge**](#knowledge)\n- [**Adjustments**](#adjustments)\n\n### Supervisor\n\nOn this page, you can review and analyze conversations between agents and customers. It's divided into two sections:\n\n- **Assisted by an agent**\n- **Transferred to human support**\n\nThe **Assisted by an agent** section shows the percentage of conversations answered and resolved by agents. The **Transferred to human support** section shows the percentage of interactions that had to be forwarded to humans.\n\nIn the `Search` field, you can search for conversations and view the results.\n\nAt the top of the page, you'll find interaction dates. You can click a date to change the time range and filter the results.\n\n\n\n## Profile\n\nThis page contains customizable fields to define your orchestrator agent's identity and behavior.\n\nTo customize your agent, use the following fields:\n\n- **How does the agent introduce itself?:** Name of the agent that will be displayed to customers.\n- **What's the main role of the agent?:** Main role of the agent to help users understand the agent's specialty (example: Assistant).\n- **What's the main goal of the agent?:** Main goal of the agent (example: assisting with questions).\n- **What's the agent's tone of voice?:** Tone of voice the agent will use to communicate with users. Click this field and select one of the predefined tones from the dropdown menu.\n\nRead the detailed description of each tone of voice below:\n\n| Agent tone of voice | Description |\n| :-------------: | :------------- |\n| Friendly | Engages warmly and welcomingly, making the customer feel comfortable while creating a connection based on empathy and understanding. |\n| Cooperative | Works alongside the customer to find solutions. Prioritizes teamwork and is focused on ensuring the customer's needs are met with minimal effort. |\n| Outgoing | Has a lively and expressive personality, communicates openly and enthusiastically. Always motivated and positive during interactions, making conversations dynamic and engaging. |\n| Generous | Offers additional information and resources that may be useful, even before being asked. |\n| Relaxed | Stays laid-back and calm in challenging situations. Maintains pleasant conversations and gives the customer enough time to process information and make decisions. |\n| Organized | Presents all information clearly and accessibly. It's methodical and efficient, and guides the customer through each step in a logical way so that no detail is overlooked. |\n| Systematic | Has a clear and well-structured method, following defined steps to solve problems. Uses a logical and orderly approach, with consistency and precision in communication and support. |\n| Innovative | Proposes new solutions and presents creative, effective ideas when faced with problems or challenges. |\n| Creative | Uses imagination to communicate. Capable of providing unique responses and adapting language to make content more relevant and engaging for the customer. |\n| Intellectual | Provides detailed and informed responses. Provides an in-depth explanation based on facts and logic to meet the needs of customers seeking clarity and understanding. |\n\nIn the **General instructions** section, you can add direct instructions for your agent, defining how it should behave.\n\nIf you added an instruction and want to delete it, click the trash button next to the instruction. A message will be displayed asking if you want to remove the instruction. Click `Remove` to delete it or `Cancel` to keep it. \n\n> ℹ️ There's no limit to the number of instructions.\n\nAt the end, click the `Save changes` button in top-right corner of the screen to save your agent's settings.\n\n## Agents\n\nOn this page, you can assign and test agents for your store.\n\nTo learn how to do this, see the article [Assigning and testing agents](/en/docs/tutorials/assigning-and-testing-agents).\n\n## Knowledge\n\nOn this page, you can add files, websites, and texts to your agent's knowledge base. Agents will use the details from these documents to respond to users.\n\n### Files\n\nTo add a file to the database, click `Add file`.\n\n> ⚠️ Files can only be uploaded if they have a `.pdf`, `.doc`, `.docx`, `.txt`, `. xls` or `.xlsx` extension and are no larger than 50 MB.\n\nBy clicking the vertical ellipsis next to the file's name, you can:\n\n- View details (such as the date the file was added and its content). \n- Download the file.\n- Remove the file.\n\nYou can also use the search field to find a file.\n\n### Sites\n\nTo add a website to the agent's database, follow these instructions:\n\n1. Click `Add site`.\n2. Copy the URL of the site you want to add and paste it into the empty field.\n3. Click `Done`.\n\nBy clicking the vertical ellipsis next to the website, you can:\n\n- View details (such as the date the website was added and its content). \n- Go to the website.\n- Remove the website.\n\nYou can also use the search field to find a website.\n\n### Texts\n\nOn this page, you can add content and information in the **Write content** text box.\n\nAfter entering a text, click `Save changes`.\n\n## Adjustments\n\nOn this page, you can change your agents' settings.\n\n### Settings\n\nBelow **Agent preview,** there are two toggles:\n\n- **Agent progressive feedback:** Activate the toggle switch if you want the agent to send real-time updates to the user while drafting the final response. Otherwise, leave it off . \n\n\n\n- **Multiple message format:** Activate the toggle switch if you want the agent to send multiple messages, like quick replies, lists, and catalogs. Otherwise, leave it off .\n\n\n\nBelow **Human support,** there's a toggle switch:\n\n- **Human support:** Activate it for the agent to transfer conversations to a human. Otherwise, leave it off .\n\nIn the **When should the agent transfer the conversation to a human?** text box, add a phrase or example that indicates when the agent should transfer a conversation.\n\n### Credentials\n\nIn this section, you can view the credentials used by official and custom agents.\n\n> ℹ️ Learn more about this topic in the article [Official Weni by VTEX agents](/en/docs/tutorials/official-agents-from-weni-by-vtex).\n\n### Change history\n\nIn this section, you can view the changes made to the agents, who made them, and the date of these changes.\n\nThe logs indicate:\n\n- Addition, update, or removal of instruction.\n- Addition, change, or removal of knowledge content.\n- Changes to the agent's name, role, or goal.\n\nYou can also use the filter box on the right to view by type of change, such as:\n\n- All changes\n- Custom changes\n- Content changes\n- Action changes\n- Settings changes"}