Setting Up Your AI Agent
Configure AxoDesk's AI Agent to autonomously handle FAQs, qualify leads, and escalate to humans — without any coding.
Step-by-Step Guide
Enable AI Agent
Go to Settings → AI → AI Agent. Toggle Enable AI Agent. Select which connected channels the agent should monitor: all channels or specific ones.
Screenshot: AI Agent settings panel with channel toggles
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Connect Your Knowledge Base
The AI Agent learns from your content. Upload: PDFs, DOCX files, or paste plain text. Or connect a public URL (help docs, FAQ page, product pages) — AxoDesk crawls and indexes automatically.
Tip: The more structured and factual your knowledge base content, the more accurate AI responses will be. Avoid promotional language in source materials.
Write Your AI Persona
Define your agent's name (e.g. Aria), tone (professional, friendly, casual), and any topics it should always/never discuss. This shapes how the LLM constructs responses.
Screenshot: AI persona configuration form with preview
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Set Escalation Triggers
Define when the AI should hand off to a human: frustration keywords (angry, cancel, refund), unanswered questions, high-intent phrases (ready to buy, speak to manager), or after N AI-only message turns.
Example escalation keywords: cancel, refund, speak to human, urgent, not working, broken, lawyer, sue, complaint
Configure Fallback Behaviour
When escalating: set the message the AI sends before handing off, choose which team or agent to assign to, and whether to add an Escalated label automatically.
Screenshot: Escalation configuration with fallback message editor
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Test Your AI Agent
Use the built-in simulator (Settings → AI → Test Agent). Type test messages and observe the AI responses. Inspect which knowledge base chunk was referenced for each answer.
Tip: Run at least 20 test scenarios covering your top FAQ categories before going live.
Set Agent Hours
Optionally limit AI Agent to specific hours (e.g. after-hours only, or 24/7). During business hours, conversations can go direct to agents, with AI assist in co-pilot mode instead.
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