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Build AI Agents

Create New AI Agent

  • From the left navigation bar on the ClearFeed WebApp, go to AI > AI Agents.

  • Click on “New AI Agent”.

Configure your Agent

Configure Knowledge Sources and Response Settings

Under Knowledge Sources:

  • Select Add All to allow the AI Agent to use all indexed knowledge sources.

  • Or choose Pick Specific to limit the AI Agent to selected sources, and use tags to specify which ones to include.

Advanced Settings:

  • Display AI-Generated Answers: Choose whether to show or hide AI-generated responses.

  • Share Search Results: Enable the AI Agent to display relevant search results along with its answer, and configure how many results to show.

  • Enable AI Assistance Beyond Knowledge Base: Allow the AI Agent to respond to queries even when they go beyond the information available in your connected knowledge sources.

Add Integrations

  • Under Integrations, connect any external tools (like JIRA, HubSpot, Zendesk) that the agent will use for executing actions.

  • Under Advanced Settings, you can control the level of access granted to the AI Agent by specifying which actions it is allowed to perform for each integration. You can choose to:

    • Grant specific permissions manually

    • Allow only current permissions

    • Enable all current and future permissions

    By default, when an integration is connected, all current and future permissions are enabled — this can be customized anytime.

Provide Instructions for the AI Agent

  • You can tailor the AI Agent’s behavior by customizing its instructions to match your preferred tone, style, and support guidelines.

  • You can also include placeholders from tools like Jira, GitHub, or Zendesk to provide the agent with relevant context for generating accurate responses.

  • Additionally, you can use the {{chat_analysis.process_chat}} placeholder to analyze, summarize, or process the existing conversation history.

Pro-tip:

When an AI Agent is connected to Knowledge Sources and is unable to find a relevant answer, it returns a fallback message (also known as a failure message). You can customize this message within the base prompt to better guide users on what to do next — such as who to contact, where to find more information, or how to continue the conversation.

Customizing the fallback ensures users aren’t left stuck and are instead directed toward alternate support paths like human escalation or retrying their query.

Default Fallback

As part of the default prompt, the AI Agent is instructed: If no relevant information is found in the knowledge base, respond with "We could not generate a response for your query."

Custom Fallback Example

You can modify this instruction to provide more actionable guidance: If no relevant information is found in the knowledge base, respond with "We could not find any relevant answer for your question. An HR representative will follow up with you, or you can ask a different question to our HR bot in the thread by tagging @HRBot and typing your message."

Customize Look and Feel

  • Customize the Name and Profile Photo – these will be shown in Slack responses posted by the AI Agent.

    • Use the Edit icon to update the AI Agent's Display name.

    • Paste the image URL into the Profile Photo field under General Information.

  • Add a brief description of the agent to help your team understand its role.

Test your Agent

Use the built-in Test Interface to preview how the agent will respond to real messages using your current instructions.

  • Simulate conversations and see agent responses before deploying changes.

  • Quickly edit, test, and iterate — all from within the same interface.

This ensures your instructions are working as expected before going live.

Assign AI Agents to Collections

Create your AI Agents and assign them to a Collection to start using them.

  • Go to your Collection > Settings

  • Open AI Agent settings

  • Toggle on the AI Agent

  • Select either the Virtual Agent or the Agent Assistant based on your needs.

    1. Learn more about them here.

    2. Note that you cannot enable both for a single collection.

  • Choose the preferred AI Agent for the Collection

  • (Only for Virtual Agent) Trigger mode:

    • Manual: Respond with a generated answer only when an emoji (🔍) is applied to the thread. (Note: Manual mode does not work with automatic ticketing).

    • Automatic: Generate an answer for all requests on a thread.

  • Bot Interactions: Lets you tag ClearFeed (@clearfeed) to invoke the AI Agents and take actions or generate answers

    • Learn more about Bot Interactions here.

    • This is enabled by default for Agent Assistant.

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