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AgentsAI Agents Overview

AI Agents Overview

Versafy Agents help your team turn customer conversations into useful outcomes: answering routine questions, qualifying demand, booking meetings, taking orders, arranging delivery, recording follow-up work, and handing sensitive or complex requests to people. Choose the agent type based on where your customers contact you.

On a phone, agent settings keep the same controls. Use the Settings section picker to move between settings areas; headers and save actions stack when space is limited.

Choose an agent type

  • Voice Agents serve callers—for example, as a receptionist, appointment line, lead qualifier, or telephone order desk.
  • Email Agents organize shared inboxes and can prepare or send category-specific replies for sales, support, and order enquiries.
  • Messaging Agents provide a consistent assistant across supported social, chat, and website conversations.
  • Conversation Quality shows how much your messaging agents handle, through which channels, and how that compares with the period before.
  • Agent Tasks schedule and track Voice Agent callbacks requested by callers or created by your team.

Work the day from one list

Chats gathers every agent’s messaging conversations, email threads, and calls into one list, shows how many are waiting for a person, and lets your team answer them there.

  1. Define the agent’s responsibility with Agent roles and instructions, which also covers restoring an earlier version of those instructions.
  2. Save the agent’s General settings.
  3. Connect the inbox, messaging channel, phone flow, or other customer entry point.
  4. Assign focused Knowledge Base folders.
  5. Add CRM, notification, calendar, commerce, or delivery capabilities only when needed.
  6. Test normal, unclear, sensitive, and escalation scenarios.
  7. Start in a review-safe mode where the channel supports one.
  8. Monitor conversations, emails, calls, analytics, and quality feedback after activation.

Shared safety principles

  • Give each agent one clear customer-facing purpose.
  • Keep business facts in the Knowledge Base and behavior rules in agent instructions.
  • Enable the fewest tools required for the job.
  • Confirm connected accounts and destinations before activation.
  • Test after changing roles, instructions, knowledge, category rules, or tools.
  • Disable an agent when investigating repeated unsafe behavior.
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