> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/store/marketplace-apps/level-4-expert/ai-agent.md).

# AI Agent

{% hint style="info" %}
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.
{% endhint %}

## 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<br>
* **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.

{% stepper %}
{% step %}

#### 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.
{% endstep %}

{% step %}

#### Optional: Define a static opening message

In order to be compliant with the EU AI act, it's now mandatory to disclose the user is interacting with an AI system. This can be incorporated in the opening message.
{% endstep %}

{% step %}

#### 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.
{% endstep %}

{% step %}

#### 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.
{% endstep %}
{% endstepper %}

### 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

<figure><img src="https://3356808761-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FEBQHGJABNTj5ISSOTRxM%2Fuploads%2F5b2amxpPgEBhQT5kKxK1%2FCleanShot%202026-04-03%20at%2014.06.34%402x.png?alt=media&amp;token=6f78e676-0e64-4733-a3bc-61d1de442e9b" alt="" width="373"><figcaption></figcaption></figure>

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:

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

**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.

<table data-search="false"><thead><tr><th>Variable</th><th>Description</th></tr></thead><tbody><tr><td><strong>First name</strong></td><td>The user's first name</td></tr><tr><td><strong>Last name</strong></td><td>The user's last name</td></tr><tr><td><strong>Phone</strong></td><td>The user's phone number</td></tr><tr><td><strong>Email</strong></td><td>The user's email address</td></tr><tr><td><strong>Language</strong></td><td>The user's preferred language</td></tr><tr><td><strong>Knowledge base hints</strong></td><td>The aggregated indexing hints for knowledge base articles</td></tr><tr><td><strong>Current date</strong></td><td>The current date in {Weekday}, {YYYY-MM-DD} format.</td></tr><tr><td><strong>Current time</strong></td><td>The current time in {HH:MM} format.</td></tr></tbody></table>

## FAQ

<details>

<summary>Can I use the AI Agent only on chat, not on phone?</summary>

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

</details>

<details>

<summary>How can I tell whether a conversation went wrong?</summary>

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.

</details>

<details>

<summary>How do I add tools to a prompt?</summary>

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

</details>

#### 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                      |