AI Agent Profiles

AI Agent Profiles define the identity, persona, and toolset of each automated messaging agent in CCaaS, enabling intelligent, channel-specific handling of inbound customer interactions.

An AI Agent is a configurable, automated participant in the contact center that handles messaging interactions — web chat, SMS, or WhatsApp — without requiring a live agent. An unlimited number of AI Agent Profiles can be created, allowing each to serve a distinct purpose or department. A single general-purpose AI Agent is also a valid configuration where departmental separation is not needed.

AI Agents are assigned an extension, making them reportable alongside human agents in both historical and real-time views.

📘
AI Agent Profiles Require AI Messaging Licensing
Consult the Xima account representative for licensing details.

Accessing AI Agent Profiles

AI Agent Profiles is accessible to accounts with Admin permissions.

Navigate to AI Configuration > AI Agent Profiles
All configured AI Agent Profiles are listed in the management panel

Creating an AI Agent Profile

Select Add AI Agent at the bottom of the management panel
Complete the following fields:

Field	Description
`AI Agent Name`	Internal name used to identify the agent's purpose (e.g., "Sales Bot"); used in reporting and admin views
`AI Agent Extension`	An available, unique extension assigned to the agent for reporting purposes; digits only
`AI Agent Nickname`	The name external parties see when interacting with the bot — typically a more personable name (e.g., "Sal the Sales Bot")
`Default Greeting`	The opening message the AI Agent sends when an interaction begins; optional
`Persona`	Defines the bot's conversational style and tone. The default is professional and conversational. A custom persona can reflect company or industry context (e.g., a florist shop may define a friendly, empathetic persona suited to occasion-based purchases)

Select Save to create the AI Agent Profile

✅
What Makes a Good Persona?

Define the agent's scope — what is in bounds and what is out

Name the tone (formal, warm, terse)

List what the agent must collect or verify before answering

State what the agent should refuse to do

Configuring the AI Agent Profile

Selecting the edit icon next to a profile in the list opens the profile edit panel — the primary workspace for configuring a profile after creation. The panel is divided into two sections: Persona and AI Agent Toolkit.

Persona

The Persona card at the top of the panel displays a summary of the agent's current persona settings. Selecting Edit Persona opens the same configuration form used during creation, allowing any of the profile fields to be updated.

AI Agent Toolkit

The AI Agent Toolkit lists the tools currently added to the profile. Each tool entry shows the tool type and its configured destination or name, with edit and delete icons inline.

Selecting Add tool opens the tool selection panel, which lists all available tools. Tools that can only be added once (such as Access Knowledge Base) display an ADDED indicator and become unavailable for selection once configured.

Transfer to Skill

Defines a skill queue the AI Agent can transfer conversations to when a customer requests a live agent or the bot cannot address the inquiry.

📘
One Transfer to Skill Tool per Target Skill
Multiple tools can be added to the same profile to cover different skill destinations.

Field	Description
`Target Skill`	The skill queue to transfer to when this rule is triggered
`Skill Nickname`	The name used for the skill in conversation
`Assigned Topics`	Expected conversation topics for this skill. Helps the AI identify the most appropriate transfer target based on conversation context. Topics across Transfer to Skill tools should not overlap
`Time of Day Profile`	The Time of Day profile representing the skill's operational hours
`Out of Hours Behavior`	Guidance for how the bot should respond conversationally when a transfer is requested outside operational hours. Should include the hours to communicate, as the agent cannot relay the profile settings directly
`Holiday Profile`	The Holiday Profile representing days the skill is closed
`Holiday Behavior`	Guidance for how the bot should respond when a transfer is requested on a holiday. Best practice is to instruct the bot to state that offices are closed for a holiday without specifying which holiday

⚠️
Transfer Behavior Is Conversational Only
When a transfer cannot be completed due to hours or holiday closures, the AI Agent responds conversationally based on the configured guidance. It will not place the customer in a queue or trigger additional tools during out-of-hours or holiday periods.

Access Knowledge Base

Grants the AI Agent access to one or more AI Knowledge Bases to reference when answering customer inquiries. This tool can only be added to a profile once, but multiple knowledge bases can be assigned within it.

Select Access Knowledge Base from the tool selection panel
Select the applicable knowledge bases the agent should reference
Select Save

Testing an AI Agent

The Test Agent button at the bottom of the edit panel opens a simulation interface for testing the agent's behavior against real-world prompts. Use this to confirm that the correct knowledge base is being selected, that responses are accurate, and that transfer logic behaves as expected before the agent is mapped to a live channel.

Mapping Messaging to an AI Agent

For an AI Agent to receive inbound messaging traffic, it must be set as the destination in the URL-to-Skill mapping configuration.

Navigate to Admin > System Settings
Select Web Chat Agent, then select ... next to Chat Config
Select URL to Skill Mappings
Add a new mapping or edit an existing one:

Field	Description
`Mapping Name`	Internal label for the route
`URL/SMS Source Matching`	A portion of the inbound URL (for web chat) or the DNIS number (for SMS or WhatsApp). A wildcard `*` can be placed before and/or after the value to allow partial matches
`Destination`	Select a skill queue or an AI Agent Profile as the target for this rule
`Order`	Mapping rules are evaluated top-to-bottom. Adjust ordering to ensure higher-priority rules are evaluated first

Save changes

If configured correctly, the AI Agent will be the answering party for interactions matching the defined mapping rule.

📘
For full details on URL-to-Skill Mapping configuration, see the Web Chat Configuration.

AI Voice Bot

AI Agents can also answer phone calls. A voice-enabled AI Agent is reached by adding the AI Voice Bot action to an IVR call flow and selecting the bot to answer. Only published, voice-enabled AI Agents are listed in the action.

The AI Voice Bot action ends the IVR flow, so the bot handles the call from that point. If the bot cannot start, the call follows the IVR's fallback destination.

⚠️
Requires CallHub
AI Voice Bot is available only on sites running CallHub, and is not enabled for every site. See Confirming CallHub Mode Is Active.

Reporting on AI Agent Activity

Because AI Agents are assigned extensions, they appear as participants in all standard historical and real-time reporting — the same views available for human agents. Filters for agents in reports and wallboards include any configured AI Agent Profile.

Handled Conversations

Handled conversations are interactions that were presented to the AI Agent and did not result in a transfer to a human agent. This metric reflects the volume the agent resolved independently.

📌
Future development may further separate fully resolved conversations from those where the customer disengaged without resolution or transfer.

AI Agent Efficiency Report

A pre-built report for measuring AI Agent performance on messaging channels is available for import. See Importing/Exporting Reports for instructions on adding it to the environment.

Updated 22 days ago