AI Agent

In the coming period, the DialoX team will bring these capabilities to partners and customers by introducing the AI Agent skill that enables agentic capabilities for flow-based bots. This skill is currently available only to selected beta partners and will be made generally available later this year.

Currently a beta feature, available on request only.

Introduction

The AI Agent works on any channel. It comes with ready-made agent prompts for a Receptionist and a Co-worker router. These defaults are mainly tuned for phone conversations; you can use them as-is or adapt the wording and tool guidance for web chat, messaging, or other channels.

Getting Started

Channel Requirements

• Phone The bundled prompts assume telephony-style interaction: short, clear turns and simple tool use. phone.md

• Any other channel The same playbook and Iterate: Agent flow apply. Review prompts for tone, length, and when to call tools so they match the channel (e.g., richer answers on chat vs. voice).

Installation Process

The playbook comes with an Iterate: Agent node and a Close node so the conversation can end cleanly and conversation evaluations can run afterward. Optional steps beyond that belong under App Settings.

1

Configure the Iterate: Agent node

This node decides which agent prompt is active and drives the LLM on each turn of the loop. Point it at the prompt set you want for this part of the flow.

2

Add or rewrite your prompts

Open AI → Agent prompts. Describe behavior, tone, and when to use tools (and any channel-specific rules—e.g., shorter replies on voice, more detail on chat). Ensure the Iterate: Agent node uses the prompt you intend.

3

Plan how the conversation ends

After the agent loop, a Close node (or equivalent) should end the exchange so the flow advances and evaluations can run. The agent should be steered to finish via the Complete the conversation tool when the dialogue is done.

Limitations

• The default Receptionist and Co-worker router prompts are optimized for phone; other channels need a quick review so length and tool usage fit the medium.

• Conversation evaluations run only in the post-close phase—if the conversation never reaches your close path (e.g., in certain handoffs), those rules may not apply as you expect.

Using the AI Agent

App Settings

• AI → Agent prompts — Create and edit prompts; connect them to the Iterate: Agent node in the playbook.

• AI → Conversation evaluations — Define criteria for tagging or judging conversations after they close.

• Settings → Tags — Under the Judged tag group, create tags that evaluations can assign.

App Workflow

1. The Iterate: Agent node runs the model with the selected agent prompt for each turn.

2. The model can call tools you reference in the prompt (see Tool calls).

3. When the goal is reached, the agent should use Completed so the playbook moves on—typically to a Close node.

4. After closing, conversation evaluations run and may apply Judged tags according to your rules.

Tool Calls

Embed tools in the prompt so the model knows what exists and when to use them:

Tool	Purpose
Create note	Adds a note (e.g., for inbox or record-keeping).
Send mail	Sends email when appropriate.
Completed	Ends the exchange and advances to the next node in the flow.
Search contact directory	Searches for extensions configured in Enreach Contact
Check contact availability	Checks if an extension is available for calls
Forward call	Forwards the call to another extension number
List documentation pages	Lists the files in the knowledge base
Get page content	Retrieves the contents of a knowledge base article

Inserting tools in the prompt: In the prompt editor, type / to open the tool picker, then choose a tool to insert a placeholder or reference.

Variables

Insert variables in the prompt that contain information from skills or about the user.

Variable	Description
First name	The user's first name
Last name	The user's last name
Phone	The user's phone number
Email	The user's email address
Language	The user's preferred language
Knowledge base hints	The aggregated indexing hints for knowledge base articles

FAQ

Can I use the AI Agent only on chat, not on phone?

Yes. Use any channel; adjust Agent prompts for longer or richer messages, and for how proactively you want tools used compared to voice.

How can I tell whether a conversation went wrong?

You can write evaluations in the AI → Conversation evaluations section. Evaluations will tag a conversation when the defined criteria are met. Closing the conversation triggers the post-close phase, during which evaluations are run.

How do I add tools to a prompt?

In the prompt editor, type / to open the tool picker and insert the tool reference so the model is steered toward concrete actions.

Languages

The agent's language follows your prompts configuration; align prompt language with the locales you support on each channel.

Opening Hours

Whether Settings → Opening hours affects this app depends on how your playbook and channels are set up (e.g., if business hours gate the flow before the AI Agent). There is no separate “opening hours” switch inside the AI Agent itself.

Resources

Quick reference:

Topic	Where to configure
Agent behavior & prompts	AI → Agent prompts + Iterate: Agent in the playbook
Tools in prompts	Type / in the prompt editor (tool picker)
Closing the conversation	Close node (or equivalent) after Iterate: Agent
Post-close evaluation	AI → Conversation evaluations
Tags from evaluations	Settings → Tags → Judged group