Quick Start: Launch your first AI Agent

This guide will walk you through the essential steps to get your first AI Agent live in a quick way. Follow this checklist to connect your systems, train your AI agent, and start automating support.

Step 1: Connect your Helpdesk

First, we need to connect to your customer support platform so Engaige can read tickets and draft responses.

• Go to: Settings -> Integrations.

• Action: Select your helpdesk (e.g., Gorgias, Zendesk) and follow the connection guide.

  • 📄 Connecting Gorgias

  • 📄 Connecting Zendesk

  • Others

Step 2: Connect your Store

Give your agent access to real-time order data. This allows the AI to autonomously lookup order status, cancel orders, or update shipping addresses without human intervention.

• Go to: Settings -> Integrations.

• Action: Select your e-commerce platform:

  • Shopify: How to connect Shopify

  • Custom: 📄 Setting up Custom HTTP Actions

Step 3: Connect 3rd Party Apps

Does your support team use other tools, like a return portal or subscription manager? Connect them now so your AI agent can perform actions like "Create Return" or "Update Subscription".

• Go to: Settings -> Integrations.

• Action: Enable any specific tools you use.

Step 4: Upload your first knowledge

Your agent needs to know about your products, and FAQ (shipping times, warranty info, etc.). If you enabled your Shopify integration, Engaige will sync your products and product information directly from your Shopify environment at 00h00 after you enabled the integration. The products will be added to a knowledge base folder that is called something similar to Shopify Products.

• Go to: Training -> Knowledge.

• Action: Upload your FAQ.csv.

  • Creating & Managing Knowledge

Step 5: Create your first Policy

Policies tell the agent exactly how to handle specific scenarios. Let's teach the agent how to handle a common request, like "Where is my order?".

• Go to: Training -> Policies.

• Action: Click Create New and select a template (or build one from scratch).

  • 📄 Mastering Policies: Steps, Scenarios & Logic

Step 6: Configure Agent Behavior

Now, you must assign the knowledge and policies to your specific agent and define its personality.

• Go to: AI Agents, select your AI Agent and go to Behavior.

• Action:

  1. General Instructions: Write a prompt defining the agent's tone and general instructions. This is available to the AI Agent at all times.

  2. Assign Resources: Ensure the Knowledge Base (Step 4) and Policies (Step 5) are selected and assigned to this AI Agent.

Step 7: Test in the Playground

Before going live, chat with your agent in a safe environment to see how it responds to real-world questions.

• Go to: Playground.

• Action: Type "Where is my order?" or "Can I return this?" and verify the agent follows the policy you just created.

  • 📄 How to test your Agent in the Playground

Next Step: Once you are happy with the Playground results, you are ready to deploy the agent.