Build a Text Agent

Step-by-step walkthrough for creating a chat-only agent. Web widget, WhatsApp, Messenger, Instagram, X, Telegram. The wizard has 6 steps in this order: Text Agent Settings, Appearance, Knowledge Base, Tickets & Leads, Integrations & Tools, Deployment.

Text agents handle chat conversations only. No phone calls. To enter, click Create Agent on the dashboard topbar, then Text Agent in the picker. The wizard opens at Step 1: Text Agent Settings.

Pre-flight

Before you start, have these ready:

• A name for your agent (you can change it later).
• A brief description of what the agent does (so the system prompt has context).
• A logo or avatar (optional, but the widget looks better with one).
• A knowledge source, files / FAQs / URLs you’ll feed it in step 3.

The wizard runs at /{lang}/create/text/{step}. The first step is text-settings.

Step-by-step

1. Step 1: Text Agent Settings

   Name your agent, pick the model, write the system prompt, tune Creativity / Max Tokens / Top-P / Reasoning Level / Stop Sequences.

   Required to advance: agent name (max 100 characters), Core Instructions (system prompt, max 2,500 characters).

   The page has 4 cards: Agent Name, Model Selection, System Prompt (with template chips and AI enhancement), Advanced Settings.

   Full step reference →

2. Step 2: Appearance

   Brand the chat widget: colors, logo, avatar, launcher icon, position, font, welcome banner, post-chat ratings, minimized state. Up to 10 languages per widget with native translated defaults for 15.

   The page has 8 sections: Conversation Interface Language, Branding, Widget Launcher Icon, Widget Position, Font & Display, Welcome Message Banner, Post-Chat Reviews, Minimized State.

   Full step reference →

3. Step 3: Knowledge Base

   Upload files (PDF, DOCX, TXT, CSV, XLSX, PNG, JPG), add FAQs by typing or CSV import, add URLs to crawl, optionally enable public web search.

   Limits: 10 MB per file, 100 MB total per agent. FAQs cap at 300 chars on questions and 2,000 on answers, max 500 per CSV import.

   This step is optional, you can advance with an empty knowledge base.

   Full step reference →

4. Step 4: Tickets & Leads

   Decide whether the agent should collect customer details (name, email, phone, company, custom fields) and how to file leads vs. tickets. Notifications can fire to email, Slack, or your CRM (Zoho / Zendesk / HubSpot / Salesforce / Custom Webhook / MCP).

   This step is optional, you can advance without enabling data collection.

   Full step reference →

5. Step 5: Integrations & Tools

   Connect 21+ apps via the Integration Marketplace (OAuth or API key), add MCP Connectors (Model Context Protocol), configure built-in Agent Tools (Human Handoff, Calendar Booking, Order Tracking, Payment Collection), build Custom API Tools (max 10), set Webhooks & Events for 5 event types.

   This step is optional.

   Full step reference →

6. Step 6: Deployment

   Three tabs: Website (embed code, allowed domains, shareable widget link), Social (WhatsApp, Instagram, Facebook, X, Telegram), and an Agent Status card to Activate the agent.

   The Telephony tab is hidden for text-only agents (you can’t take calls, so there’s nothing to wire).

   Full step reference →

What the Text wizard hides (compared to Hybrid)

Hybrid is the superset. Text trims out:

• Voice Agent Settings (no separate voice step)
• Voice Picker modal
• The call button in the live preview pane
• Voice Screen Text fields in Appearance
• Telephony tab in Deployment
• Voice tab in Tickets & Leads

If your business ever needs to take calls, you’ll need to delete this agent and rebuild as Hybrid (the variant is locked at creation).

Test before you ship

Two test surfaces:

1. In the wizard, the right-side preview pane is interactive. Type into the chat input to send real test messages to your agent and see how it responds with your prompt and knowledge base.
2. After the first save, the Test Your Agent button is in the topbar of every Manage Agent page. It opens a slide-in widget preview that exactly matches what your customers will see. Read more →

Activate

When all steps you care about are saved (only Step 1 is strictly required to activate), go to Step 6: Deployment and look at the Agent Status card. The button reads Activate Agent in green with a check icon. Click to bring the agent online. No confirmation needed, activation is positive. Toast: Agent activated.

You can connect channels before or after activating, the agent only takes traffic from connected channels regardless.

Common questions

The Activate button is greyed out.

Step 1’s required fields (agent name + Core Instructions) aren’t filled yet. Save Step 1 with valid values, the button becomes active.

My text agent gave a wrong answer about something in my knowledge base.

Check Step 3, the file’s status pipeline. Files have to be Trained before the agent uses them. Pending or processing files don’t reach answers.

Can I switch from Text to Hybrid later?

No. The variant is locked at creation. Delete this agent and create a fresh Hybrid one if you need voice.

My widget appears on `localhost` but not on my live site.

Step 6, Allowed Domains card. Add your production domain (e.g. https://www.yoursite.com) and save. The widget refuses to load on any unlisted domain.

Nothing is happening when I click Save Draft on Step 4.

Tickets & Leads is the only step where every change saves immediately as you make it (per add / edit / delete). The Save Draft button has no work to do, that’s why it doesn’t show progress feedback. Your changes are already saved.

Next

Open Step 1

Start at Text Agent Settings.

See Manage Agent

Where the agent lives after activation.