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Agent Configuration

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An agent is the AI personality that handles email for a specific inbox. This guide covers all configuration options.

Creating an agent

Section titled “Creating an agent”

The setup wizard walks you through four steps:

Step 1: Basic Information

Section titled “Step 1: Basic Information”
  • Agent Name - A friendly name to identify the agent (e.g., “Support Agent”)
  • Role - What the agent does. Select from preset roles: Customer Support, eCommerce Sales, General Inquiries, Enterprise Sales, Community Manager, Brand Ambassador, Coach, or Influencer. Each role comes with a default persona.

Step 2: Special Instructions (optional)

Section titled “Step 2: Special Instructions (optional)”

Fine-tune how your agent behaves beyond its base persona:

  • Goal - The agent’s primary objective
  • Always Do - Behaviors the agent should always follow
  • Never Do - Behaviors the agent should avoid
  • Additional Instructions - Any other guidance for handling conversations

Step 3: Logic

Section titled “Step 3: Logic”
  • Escalation Email - Required. Where conversations get forwarded when the agent hands off to a human.
  • Escalation Rules - Review which types of conversations will escalate. See Escalation Rules for details.

Step 4: Signature

Section titled “Step 4: Signature”
  • Email Signoff - The signature appended to every reply. Supports rich text and HTML for branding.
  • Collect Feedback - When enabled, recipients can rate responses.
  • Show Watermark - When enabled, a small “Powered by Know Reply” note appears.

Editing an agent

Section titled “Editing an agent”

After creation, access all settings from the agent’s settings page. Changes take effect immediately for new emails.

Multiple agents

Section titled “Multiple agents”

Create multiple agents for different inboxes. Each agent has its own persona, tone, knowledge access, and escalation rules — they’re fully independent.

Specialization strategies

Section titled “Specialization strategies”

The best results come from agents with focused, specific knowledge rather than one agent that tries to know everything.

By department:

  • support@company.com → Support Agent (troubleshooting, returns, policies)
  • sales@company.com → Sales Agent (pricing, demos, product comparisons)
  • hello@company.com → General Agent (routing, basic inquiries)

By product line:

  • pro-support@company.com → Pro Product Agent (knows only Pro product docs)
  • enterprise-support@company.com → Enterprise Agent (knows enterprise features and SLAs)

By role or audience:

  • partners@company.com → Partner Agent (B2B tone, partnership knowledge)
  • customers@company.com → Customer Agent (B2C tone, product knowledge)

For agencies:

  • One agent per client, each in its own workspace with isolated knowledge and branding

Agent limits by plan

Section titled “Agent limits by plan”
PlanActive agents
Free1
Starter5
Pro10
Premium25
EnterpriseUnlimited

Versions

Section titled “Versions”

Each time you save changes to an agent, a new version is created. View previous versions from the Versions tab in the agent edit dialog to compare changes or understand how the agent’s configuration evolved.