AI agent overview

Overview

The Interlinked AI agent is the customer-facing automation that responds through your connected channels. Its behavior is shaped by the setup choices you make during onboarding and by the configuration you publish later from AI Config.

This section is the home for docs about how the agent behaves after setup: what happens when you go live, how to edit the agent after onboarding, and how advanced policies affect responses.

What shapes the AI agent

Your AI agent is influenced by several configuration areas:

• Company information and identity - Business name, agent identity, social links, and brand context.
• Workflow selection - The conversation path the agent follows, such as retail orders, appointment booking, qualification, or handoff.
• Product catalog or service context - The information the agent uses to recommend products or explain services.
• Business context - Free-form instructions, policies, tone, and special rules.
• Connected channels - The messaging surfaces where the agent can operate.
• Published configuration - The live setup currently used by customer conversations.

For the initial setup path, start with Onboarding wizard overview.

Live configuration vs draft changes

After onboarding, AI Config lets you edit the same configuration areas without immediately changing the live agent. Changes are saved as a draft until you publish. This matters because your AI agent continues using the last published configuration while you review edits.

See Edit your setup from AI Config for the post-onboarding editing model.

What happens after launch

When you publish, the AI agent begins responding on connected channels. You can monitor conversations in CRM and take manual control when needed. Manual control pauses the AI for that conversation and follows the 15-minute pause behavior documented in What happens after you publish.

Where advanced policies fit

Business context covers broad instructions. Advanced settings and policies are used for more specific operating rules such as return policies, cancellation rules, or behavior that should be consistently enforced. See Advanced settings and policies.