Agents
1min read
Agents are the user-facing surface of your Brainfish self-service experience. Each agent is a configured AI assistant that draws on your knowledge, follows your tone and routing rules, and delivers answers through one or more channels.
Agent styles
You can create an agent in any of the following styles, depending on where you want to deploy it:
- Help Center Agent — powers your Brainfish-hosted help center site.
- Web Agent (Search bar / Sidebar / Popup) — embeds in your product or website via a small JavaScript snippet.
- Slack Agent — answers in Slack channels and DMs your team invites it to.
- Microsoft Teams Agent — answers in Teams channels via the Brainfish Teams app.
- Salesforce Email Agent — drafts AI replies on Salesforce email cases, with optional auto-send.
All agents share the same underlying knowledge layer — only the channel, identity, and presentation differ.
What you configure on an agent
| Setting | What it controls |
|---|---|
| Agent Identity | Pre-tuned persona (Customer Support, Sales Enablement, Developer/API, ITSM, HR, etc.) that shapes tone and behavior. |
| Knowledge Settings | Which collections and external sources the agent searches. |
| Response Style | Concise / Normal / Detailed answer length. |
| Custom Instructions | Free-text rules that always apply (vocabulary, escalation rules, forbidden phrases). |
| Suggested Follow-up Actions | URL / Email / Phone / Callback buttons shown after each answer. |
| Branding & Theme | Colors, logo, custom CSS for help-center and widget agents. |
Articles in this section
- Agent Identity (Using identities to improve accuracy and context)
- Configuring Web Agents
- Creating and Configuring a Help Center Agent (Including Suggested Follow-up Actions)
- Customizing Your Help Center Agent Appearance
- How to Configure Custom Instructions and Response Style for AI Agents
- How to customise the Popup logo
- Simulation: Test Your Agent
- Troubleshooting Agents
Where this fits in Distribution
Agents are the user-facing layer. To deliver them you also need:
- Knowledge — the source of truth your agents draw answers from. Configure under Knowledge → Collections and External Data.
- Channels — where the agent runs. See Integrations, Help Center, and Widgets & Deployment.
- Handoffs & Actions — what happens after the agent answers. See Handoffs & Actions.
- Nudges & Guidance — proactive in-product messages alongside the agent. See Nudges & Guidance.
Nested Articles