Skip to main content

🤖 Complete Agent Setup & Management Guide

This comprehensive guide walks you through creating, configuring, and optimizing your Optimly agents for maximum business impact. From initial setup to advanced optimization, everything you need is here.

Quick Agent Setup (15 Minutes)​

Step 1: Create Your First Agent​

Basic Agent Creation:

  1. Go to Agents Dashboard

  2. Click "Add Agent" (+ button)

  3. Choose Agent Type:

    • Website: For website chat widgets (most common)
    • Custom App: For API integrations
    • WhatsApp/Email: Coming soon

  4. Name Your Agent: Choose a descriptive name (e.g., "Customer Support Bot", "Sales Assistant")

Step 2: Essential Configuration​

Configuration Tab:

Agent Name: [Your chosen name]
Model: GPT-4 (recommended for best performance)
Temperature: 0.3 (balanced creativity/consistency)
Max Tokens: 1000 (sufficient for most conversations)

Basic Prompt Setup:

You are a helpful customer service assistant for [Your Company]. 
You help customers with:
- Product information
- Pricing questions
- Support issues
- General inquiries

Be friendly, professional, and always try to help the customer achieve their goal.

Step 3: Knowledge Base Setup​

Add Essential Documents:

  1. FAQ Document: Your most common questions and answers
  2. Product Information: Key details about your products/services
  3. Company Policy: Important policies customers need to know
  4. Contact Information: How customers can reach human support

Knowledge Upload Process:

  1. Go to Knowledge tab
  2. Click "Add Document"
  3. Upload files or paste text content
  4. Add descriptive titles and tags
  5. Save and verify processing

Step 4: Basic Tool Configuration​

Essential Tools to Enable:

  • Lead Form: Capture customer contact information
  • Email Handoff: Escalate complex issues to human support
  • Appointment Booking: If you take appointments (optional)

Lead Form Setup:

Fields to Collect:
□ Name (required)
□ Email (required)
□ Phone (optional)
□ Company (if B2B)
□ Message/Need (optional)

Step 5: Website Integration​

For Website Agents:

  1. Go to Integration tab
  2. Copy the embed code
  3. Add to your website (paste before closing </body> tag)
  4. Test the integration by visiting your website

Widget Customization:

  • Position: Bottom right (default) or bottom left
  • Colors: Match your brand colors
  • Welcome Message: Customize first message visitors see
  • Allowed Domains: Restrict to your domains only

Advanced Agent Configuration​

Prompt Engineering Best Practices​

Effective Prompt Structure:

Role Definition:
"You are [specific role] for [company name]"

Capabilities:
"You can help with:
- [specific capability 1]
- [specific capability 2]
- [specific capability 3]"

Personality:
"Be [personality traits: professional, friendly, helpful]"

Guidelines:
"Always [specific behavior guidelines]"
"Never [things to avoid]"

Limitations:
"If you cannot help with something, [escalation process]"

Example Advanced Prompt:

You are a customer success specialist for TechFlow SaaS, a project management platform.

You can help with:
- Account setup and onboarding
- Feature explanations and tutorials
- Billing and subscription questions
- Technical troubleshooting (basic issues)
- Integration guidance

Personality: Be friendly, patient, and solution-focused. Use simple language and provide step-by-step guidance when needed.

Guidelines:
- Always ask clarifying questions to understand the customer's specific need
- Provide specific steps or links when possible
- Offer to schedule a demo for complex features
- Acknowledge limitations and offer alternatives

Limitations:
- For advanced technical issues, offer to connect with technical support
- For billing disputes, escalate to the billing team
- For account security issues, require verification through official channels

If you cannot fully resolve an issue, offer to:
1. Connect them with a specialist
2. Schedule a call
3. Provide additional resources

Knowledge Base Optimization​

Document Organization:

  1. Primary Documents (most accessed):

    • Product overview
    • Pricing information
    • Getting started guide
    • FAQ

  2. Secondary Documents (specific topics):

    • Feature documentation
    • Integration guides
    • Troubleshooting guides
    • Policy documents

  3. Tertiary Documents (edge cases):

    • Advanced features
    • Legacy information
    • Specialized use cases

Content Best Practices:

Document Structure:
□ Clear, descriptive titles
□ Consistent formatting
□ Bullet points for easy scanning
□ Examples and use cases
□ Regular updates and reviews

Knowledge Maintenance Schedule:

  • Weekly: Review most-accessed documents
  • Monthly: Check document performance metrics
  • Quarterly: Comprehensive content audit
  • Annually: Major content restructuring if needed

🛠️ Tool Configuration Deep Dive​

Lead Generation Tool​

Basic Setup:

Lead Form Configuration:
□ Trigger: When customer shows buying interest
□ Fields: Name, Email, Phone, Company, Message
□ Follow-up: Immediate email confirmation
□ Integration: CRM system (if available)

Advanced Lead Scoring:

Lead Quality Indicators:
- Specific product questions (high score)
- Budget/pricing inquiries (high score)
- Timeline questions (medium score)
- General information (low score)

Lead Nurturing Automation:

  1. Immediate: Send welcome email with resources
  2. Day 1: Product information relevant to inquiry
  3. Day 3: Case studies or testimonials
  4. Week 1: Personal follow-up from sales team

Appointment Booking Tool​

Calendar Integration Setup:

  1. Connect Calendar: Google Calendar, Outlook, or Calendly
  2. Set Availability: Define available time slots
  3. Meeting Types: Different durations for different purposes
  4. Confirmation Process: Automatic confirmations and reminders

Booking Optimization:

Best Practices:
□ Offer multiple time options
□ Include timezone handling
□ Send calendar invites automatically
□ Provide meeting preparation materials
□ Include rescheduling options

Email Handoff Tool​

Escalation Triggers:

  • Customer requests human assistance
  • Agent cannot answer question
  • Complex technical issues
  • Billing or account problems
  • Customer expresses frustration

Handoff Process:

  1. Context Transfer: Full conversation history
  2. Priority Classification: Urgent, normal, or low priority
  3. Specialist Routing: Route to appropriate team member
  4. Customer Communication: Clear explanation of next steps

📊 Performance Monitoring & Optimization​

Key Performance Indicators (KPIs)​

Essential Metrics to Track:

Response Performance:
- Average response time (target: less than 3 seconds)
- Response accuracy (target: greater than 90%)
- Conversation completion rate (target: greater than 80%)

Customer Experience:
- Customer satisfaction (target: greater than 4.5/5)
- Sentiment score (target: greater than 0.5)
- Escalation rate (target: less than 15%)

Business Impact:
- Lead generation rate (target: 10-20%)
- Appointment booking rate (target: 5-15%)
- Cost savings vs. human support

Performance Analysis Process​

Daily Monitoring (5 minutes):

□ Check response times
□ Review overnight conversations
□ Monitor escalation volume
□ Address any urgent issues

Weekly Analysis (30 minutes):

□ Review performance trends
□ Analyze conversation patterns
□ Identify optimization opportunities
□ Update knowledge base if needed

Monthly Optimization (2 hours):

□ Comprehensive performance review
□ A/B test different configurations
□ Update agent personality and tone
□ Optimize conversation flows

Common Optimization Strategies​

Improving Response Accuracy:

  1. Analyze Failed Conversations: What questions couldn't be answered?
  2. Knowledge Gap Analysis: What information is missing?
  3. Content Updates: Add missing information to knowledge base
  4. Prompt Refinement: Improve agent understanding of topics

Reducing Escalation Rate:

  1. Escalation Pattern Analysis: Why do customers escalate?
  2. Self-Service Enhancement: Can customers solve issues themselves?
  3. Agent Training: Improve handling of common issues
  4. Process Simplification: Make customer journeys easier

Increasing Customer Satisfaction:

  1. Sentiment Analysis: What makes customers happy/unhappy?
  2. Tone Optimization: Adjust agent personality
  3. Response Quality: Improve helpfulness of responses
  4. Proactive Assistance: Anticipate customer needs

Multi-Agent Management​

When to Create Multiple Agents​

Use Cases for Multiple Agents:

  • Department-Specific: Sales, Support, Technical
  • Product-Specific: Different products or services
  • Channel-Specific: Website, mobile app, social media
  • Language-Specific: Different languages or regions

Example Multi-Agent Setup:

Sales Agent:
- Focus: Lead generation and qualification
- Knowledge: Product benefits, pricing, demos
- Tools: Lead forms, appointment booking
- Tone: Enthusiastic and persuasive

Support Agent:
- Focus: Problem resolution and assistance
- Knowledge: Technical documentation, troubleshooting
- Tools: Email handoff, escalation
- Tone: Patient and helpful

Onboarding Agent:
- Focus: New customer success
- Knowledge: Getting started guides, tutorials
- Tools: Appointment booking for training
- Tone: Encouraging and educational

Agent Coordination Strategies​

Handoff Between Agents:

  1. Context Preservation: Transfer conversation history
  2. Clear Transitions: Explain why customer is being transferred
  3. Specialist Introduction: Introduce new agent's expertise
  4. Continuity Maintenance: Avoid making customer repeat information

Performance Comparison:

Monthly Agent Comparison:
□ Response time comparison
□ Success rate analysis
□ Customer satisfaction scores
□ Business outcome tracking
□ Best practice identification

🔧 Technical Integration Guide​

Website Integration Options​

Standard Widget Integration:

<!-- Basic Integration -->
<script src="https://app.optimly.io/widget.js"></script>
<script>
  OptimlyWidget.init({
    agentId: 'your-agent-id',
    position: 'bottom-right',
    primaryColor: '#your-brand-color'
  });
</script>

Advanced Widget Configuration:

OptimlyWidget.init({
  agentId: 'your-agent-id',
  position: 'bottom-right',
  primaryColor: '#007bff',
  welcomeMessage: 'Hi! How can I help you today?',
  placeholder: 'Type your message...',
  allowedDomains: ['yourdomain.com', 'www.yourdomain.com'],
  autoOpen: false,
  showOnPages: ['/', '/products', '/support'],
  hideOnPages: ['/admin', '/checkout']
});

API Integration for Custom Apps​

Basic API Usage:

// Send message to agent
const response = await fetch('https://api.optimly.io/v1/chat', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer your-api-key',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    agentId: 'your-agent-id',
    message: 'User message here',
    sessionId: 'unique-session-id'
  })
});

const data = await response.json();
console.log(data.response); // Agent's response

Webhook Configuration:

// Receive real-time events
app.post('/optimly-webhook', (req, res) => {
  const event = req.body;
  
  switch(event.type) {
    case 'conversation.started':
      // Handle new conversation
      break;
    case 'lead.captured':
      // Handle new lead
      break;
    case 'conversation.escalated':
      // Handle escalation
      break;
  }
  
  res.status(200).send('OK');
});

Scaling Your Agent Implementation​

Growth Planning​

Phase 1: Single Agent (Month 1)

  • One general-purpose agent
  • Basic knowledge base
  • Essential tools enabled
  • Basic analytics monitoring

Phase 2: Specialized Agents (Month 2-3)

  • Department-specific agents
  • Enhanced knowledge bases
  • Advanced tool configuration
  • Automated reporting

Phase 3: Advanced Automation (Month 4-6)

  • Multi-channel deployment
  • Advanced integrations
  • Predictive analytics
  • Process automation

Phase 4: Enterprise Scale (Month 6+)

  • Organization-wide deployment
  • Advanced customization
  • Enterprise integrations
  • Strategic optimization

Resource Planning​

Team Roles and Responsibilities:

Agent Manager:
- Daily monitoring and optimization
- Knowledge base maintenance
- Performance analysis
- Team training

Content Specialist:
- Knowledge base creation
- Content updates and accuracy
- Documentation maintenance
- Quality assurance

Technical Integrator:
- Website/app integration
- API development
- Webhook configuration
- Technical troubleshooting

Business Analyst:
- ROI measurement
- Performance reporting
- Strategy development
- Stakeholder communication

Best Practices and Success Tips​

Agent Setup Best Practices​

✅ Do This:

  • Start with simple, clear prompts
  • Test thoroughly before going live
  • Monitor performance daily
  • Update knowledge base regularly
  • Gather customer feedback actively

❌ Avoid This:

  • Overly complex initial setup
  • Neglecting performance monitoring
  • Outdated knowledge content
  • Ignoring customer complaints
  • Set-and-forget mentality

Success Metrics by Business Type​

E-commerce:

  • Cart abandonment reduction
  • Product inquiry conversion
  • Customer support deflection
  • Average order value impact

SaaS/Technology:

  • Trial conversion improvement
  • Support ticket reduction
  • User onboarding completion
  • Feature adoption rates

Professional Services:

  • Lead qualification efficiency
  • Appointment booking rates
  • Client satisfaction scores
  • Operational cost reduction

Long-term Success Strategies​

Continuous Improvement:

  • Regular performance reviews
  • A/B testing of configurations
  • Customer feedback integration
  • Industry benchmark monitoring

Team Development:

  • Regular training on new features
  • Best practice sharing
  • Cross-team collaboration
  • External learning opportunities

Strategic Evolution:

  • Quarterly strategy reviews
  • Technology upgrade planning
  • Market trend adaptation
  • Competitive analysis

Next Steps​

This Week:​

  • Complete basic agent setup
  • Test agent functionality thoroughly
  • Deploy to website/app
  • Monitor initial performance

This Month:​

  • Optimize based on early performance data
  • Expand knowledge base content
  • Configure additional tools
  • Train team on management

Next Quarter:​

  • Consider additional agents for specialized needs
  • Implement advanced integrations
  • Develop comprehensive optimization strategy
  • Measure and report business impact

Remember: Great agents aren't built overnight. Start simple, monitor closely, and optimize continuously based on real customer interactions and business results.