What is this?
The General tab is the agent’s name badge and job title — the first thing you fill in, and the thing every other agent (and the router that sits above them) reads to know what this one is for.
What can I do here?
- Agent Name — a clear, internal name like Sales Agent or Bakery Helper.
- Agent Type — the closest match: Support, Sales, FAQ, Booking, or Custom. This is a label to keep your agent list tidy — it doesn’t change behavior on its own.
- Description — one or two sentences on what this agent is for. Click AI Rewrite to have it polished for you.
How to use it
Write the description like it matters, because it does
If a channel only ever has one active agent, the description is just documentation for your own team. The moment you add a second active agent, it becomes load-bearing: the platform reads every active agent’s description to decide which one should answer a given customer message — the same way a receptionist decides which specialist to send someone to.
Say what makes this agent different from your others: “Handles pricing and new orders” reads very differently to the router than “Handles support.” Vague, overlapping descriptions are the most common reason the wrong agent answers.
Save before continuing
Capabilities, External Capabilities, Skills, and Workflows only unlock once the agent exists — save here first, then move on.
Troubleshooting / Technical Notes
- “I can’t create another agent.” Your plan limits how many agents you can create — the limit shows on the Create button.
- “The wrong agent answered a message.” See Working with more than one agent — this almost always traces back to two agents with similar or vague descriptions.
