--- title: "Create an AI Agent" slug: "create-an-ai-agent" description: "Learn how to create an AI chatbot with Dialpad's step-by-step guide. Discover best practices for setting up your chatbot, configuring responses, and integrating it seamlessly into your customer support operations." tags: ["webchat", "dialpad call center", "ai contact center", "create chatbot", "Dialpad Digital Engagement", "Dialpad sell", "omnichannel", "ai chatbot", "ai voice", "dialpad talk", "chatbot", "ai sales", "digital contact center", "Generative Ai"] updated: 2026-01-29T21:55:19Z published: 2026-01-29T21:55:19Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Create an AI Agent Tap into the power of generative AI with Dialpad’s AI Agent for 24/7 customer assistance that feels as natural as talking to a live agent. With ongoing machine learning, customer experiences and business processes are constantly improved, boosting automation and customer satisfaction in every interaction. The best part? You don't need to worry about coding or complex decision trees. Dialpad AI handles the tough stuff, using deep semantic searches to find the best answers for your customers. Let’s dive into the details. > [!NOTE] > Who can use this > > AI Agents are available to [Dialpad Support users](https://www.dialpad.com/pricing) on an Advanced or Premium plan. > > To connect a chatbot to your Contact Center, you must have a Digital Contact Center with a [Webchat channel](/v1/docs/create-a-webchat-channel). > [!WARNING] > Types of Ai Agents > > Dialpad offers two types of Ai Agents: > > - Agentic Agents: Capable of performing tasks, executing workflows, and generating natural answers. > - Generative (Classic) Agents: Designed specifically to generate natural answers from your knowledge base. > > This article covers how to create a Generative (Classic) Agent. > > Read [this article](/v1/docs/create-an-agentic-ai-agent) to learn how to create an Agentic Agent. ## **Create an AI Agent** To create an AI Agent, head to your**Dialpad Admin Settings.** > [!NOTE] > **Note** > > You must be a Company or Office Admin to create an Ai Agent. 1. Select**AI Agents** 2. Select**Create Ai Agent** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/create-ai-agent(1).png) 3. Select the agent type: **Generative (classic)** 4. **Name** the AI Agent 1. Your AI Agent’s name is for internal purposes only; it’s not the name the bot will refer to itself in conversations with customers. 5. Enter your **Company name** 6. **Describe** your company 1. The more context you provide, the better. 2. Select Improve to use our AI writing assistant tool. 7. **Name**your AI Agent 1. This is the name that will appear to your customers. 8. Choose the AI Agent’s **default language** and select additional supported languages 1. A knowledge base is created for each language 9. Choose if you’d like users to see the source information ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/create-agent-2.png) 10. Select**Create** That’s it! Your new AI Agent is ready to be deployed. > [!TIP] > **Tip** > > You can update these settings at any time by selecting the gear icon. > > ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/update-bot-settings.png) ## **Add knowledge to an AI Agent** Now that your AI Agent has been created, it's time to give it knowledge by connecting sources. This could be an internal knowledge base, a public-facing Help Center, or any external website. Dialpad’s chatbots can sync with the following popular content management platforms: - Zendesk - Document360 - Box - Guru - Google Drive - You must select a specific folder, not the entire drive. - Google Docs, PDF, HTML, TXT, and MD files are supported. These knowledge connectors sync every 24 hours, ensuring updates to your Help Center articles are automatically reflected in the chatbot’s connected knowledge. You can also use our custom web crawler to add content from any website. > [!NOTE] > **Webcrawler configuration** > > When using a custom webcrawler, you can choose to crawl selected pages or the entire website. > > If crawling only specific pages, you’ll need to configure the following details. > > - Base URL: The root of the website that will be crawled (this will act as the reference point for the entire domain). > - Starting Pages: The specific entry points for the crawling process. They are the actual URLs where the crawling starts but not necessarily the root of the website. > - These URLs can be deep links that point to specific pages within the domain. > - Labels: Specify a label to be applied to each imported document. This can be useful for distinguishing documents from other sources (e.g. uploads). > > You can also customize your webcrawler using the following advanced settings: > > - Ignore meta directives: Instruct the crawler to disregard tag directives such as robots="noindex, nofollow" that are normally used to control how search engines index and link to a page. > - Force crawl: Instead of relying on the sitemap to discover which pages to crawl, force crawl dynamically discovers the pages by fetching and processing every discoverable link, beginning with the starting pages. > - Use custom agent: Specifies a custom user agent string. > - Ignore page locale: When set, the crawler ignores any locale specified by the page (via HTML lang attributes, HTTP headers, or meta tags) and instead treats the content as if it fits the desired locale. > - CSS selector: Use a custom CSS selector to specify what content to scrape from each page. > - Minimum wait duration: Customize the delay between crawling each page. > > *If you’re using the custom webcrawler, you must have legal rights to use the crawled and imported content from all linked websites. Not limited to websites, you can also upload helpful documents! Note that documents do not sync with Dialpad, meaning if you update your file, you must remove it and upload the newest version. To add knowledge to your chatbot, head to your**Dialpad Admin Settings.** 1. Select**AI Agents** 2. Select the desired AI Agent 3. Navigate to**Documents** 4. Select **Configure sources, Connect to a content source,**or**upload documents** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/bot-sources.png) 5. Select the desired option 1. If you’re connecting to a content management system, you’ll need to provide additional details such as your domain, API key, or locale. 6. Follow the prompts, then select**Save** > [!TIP] > Tip > > Want to upload individual documents? > > Select **Add document**to add unique files. > > ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/add-doc.png) > > *Individual documents cannot be larger than 5 MB. ## **Response types** Create unique responses to guide your users to specific information. The chatbot uses these responses when a customer's question matches the training questions you provide. Responses are located in the**Responses**tab of your Ai Agent’s admin portal. Dialpad offers 4 different types of response types. - **Text-only:**Custom phrases written directly in the text editor. - Includes basic formatting and inbound links. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ext-response.png) - **Rich Media:**Custom phrases written in the text editor, accompanied with image or video content. - Max upload size: 5 MB - JPEG, PNG, or GIF - Upload or embed functionality (must be publicly available) ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-25 at 10.11.07 AM.png) - **Call to Action:**A responsive button that directs the user to a specific website. - Be sure to enter the complete URL, including https:// **![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/cta-response.png)** - **Choice:**A menu linking 2 or more responses. - We recommend linking no more than 10 responses in one choice menu. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/bot-menu.png) ## **Create a response** To create a response, go to the**Responses tab.** 1. Select **Create response** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/create-bot-response.png) 2. Name the response 1. The response name should match the question. 3. Choose the desired response type 4. Add a minimum of 5 questions 1. Select **Optimize questions** to have AI generate questions for you. 5. Add labels (optional, but strongly recommended) 6. Select **Save as draft, or Publish** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/create-ai-agent-response.png) Responses are not visible to end-users until published. #### **Best practices** - Use at least three labels per response. - Match the response title to a trigger question, and be sure to use a variety of questions for each response. - Less is more — be economical with text. - Avoid duplicating by searching for existing responses before creating a new one. > [!TIP] > **Tip** > > Use our **Optimize questions feature** to have Dialpad AI generate common questions for your responses. > > ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/optimize-questions(1).png) > > When the new AI-generated questions are added, you’ll notice that your existing questions are removed. Don’t worry, you can restore previous questions by hovering over the deleted query and selecting**Keep.** > > ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/re-optimize-questions.png) > > Select**Reoptimize questions**to have Dialpad AI generate a new set of questions. ## **Default messages** Default messages are automated responses presented to users based on specific behavior. Dialpad offers 4 types of default messages: - **Welcome message:**The first message that appears when Ai Agent Assist opens. - **No answer:**The message that displays when the chatbot cannot find an answer. - **Positive feedback:**The message that displays when a user gives a thumbs up to an answer. - **Negative feedback:**The message that displays when a user gives a thumbs down to an answer. To access your chatbot’s default messages, head to your**Dialpad Admin Settings.** 1. Navigate to **AI Agents** 2. Choose the desired AI Agent 3. Select **Default messages** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/default-message(1).png) To change a default message: 1. Go to the response you want to change 2. Select the drop-down menu 3. Choose the desired response from the drop-down menu 1. Use the search bar to find a specific response. 4. Review the new response in the preview panel 5. Select **Save changes** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/edit-default.png) ## **Test your**Ai Agent Quickly verify your AI Agent’s responses using the**Try Now** feature. To access the**Try Now**preview, head to your **Dialpad Admin Settings.** 1. Select **AI Agents** 2. Navigate to the desired chatbot 3. Select the**play button** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/try-now-agent.png) 4. Enter the question and check your AI Agent’s response ## **Connect the**AI Agent Once your AI Agent has been built and tested, it's time to connect it to your Webchat channel so clients can reach your agents when needed. To connect an AI Agent to your Webchat channel, go to your**Dialpad Admin Settings.** 1. Navigate to**Channels & IVR** 2. Select **Digital Channels** 3. Select the AI Agent 4. Navigate to**Contact Center** 5. Select the Contact Center that you want to connect your AI Agent to **![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/connect-bot-to-channel(1).png)** 6. Select**Save changes** ## **Train your**AI Agent Dialpad's Optimize features help you discover areas for improvement by quickly identifying unanswered chatbot questions, letting you fill knowledge gaps by updating or adding relevant content, and fixing broken or outdated responses. To access our Optimize features, go to your **Dialpad Admin Settings.** 1. Select **AI Agents** 2. Select the AI Agent 3. Select **Optimize** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/optimize-agent.png) In the Optimize section, you’ll find five different sections: - Unanswered questions - Broken content - Low confidence responses - Muted questions ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-25 at 10.44.17 AM.png) Let’s go over each one. ### Unanswered questions The **Unanswered questions section** highlights knowledge gaps in your responses or website content by identifying customer questions your chatbot could not answer. Unanswered questions can be resolved in four different ways. 1. **Add to document:** Adds the question(s) to an existing document in your knowledge base. 1. Dialpad AI will suggest related documents, or you can use the search bar to find a specific document. 2. **Add to response:** Adds the question(s) to an existing response. 1. 1. Dialpad AI will suggest related responses, or you can use the search bar to find a specific one. 1. You can also use the **Create new response** option to create a new response and assign the question to it. 3. **Mute all:** Mutes the question(s) so it does not appear again. 1. Muting is used for questions that cannot be answered, such as when a customer enters their phone number. 2. Muted questions can be reviewed and un-muted at any time. To action a question from the Unanswered Tab, select the question, then choose one of the 3 resolution types listed above. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/resolve-question.png) ### Broken content The **Broken content section**displays workflows and responses that are broken. Broken content appears when a response or workflow is archived and it is linked in another response. To action broken content, navigate to **Optimize.** 1. Select **Broken content** 2. Select the broken workflow/response 3. Edit the response 1. The broken component is highlighted in yellow. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Responses -_ Broken workflow.png) 4. Select **Publish** ### Low confidence responses The **Low confidences responses section** displays responses that have less than 5 questions associated with them. To action a low confidence response, select the response and add questions. > [!TIP] > Tip > > Don’t forget you can use our **Optimize questions** feature to have Dialpad AI generate questions for you. ### Muted questions The **Muted questions section** displays responses that were muted by one of your Knowledge Managers. To un-mute a question, hover over the question, then select **Unmute.** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/un-mute(1).png) ## Conversation history View entire chatbot conversations from the **History** tab. Here, you can see how many queries were associated with the conversation, the resolution status of the interaction, the user’s feedback, the number of links that were provided, and the time the conversation occurred. To view a conversation, head to your **Dialpad Admin Settings.** 1. Select**Ai Agents** 2. Choose the AI Agent 3. Select **History** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ai-agent-history(2).png) > [!TIP] > Tips > > Use the search bar to find conversations with specific users, or refine your search using the following filters: > > | Customer conversations | Filters by customer or test conversations. | > | --- | --- | > | All labels | Filters by specific response and document labels. | > | Unanswered questions | Filters conversations with or without unanswered questions. | > | Queries | Filters conversations containing no queries or more than 1 query. | > | Workflow | Filters conversations that did or did not contain a workflow. | > | Feedback | Filters conversations by with, without, or containing specific feedback. | > > The date selector in the right-hand corner lets you select specific timeframes. ### View conversation details To view a conversation, select it. On the pop-up, you’ll see conversation details and a quick link to take you to the full conversation history. Select **Transcript** to view the customer’s experience as they spoke with your AI Agent. On the**Metadata** tab, you’ll find not only the customer’s details, but also the conversation ID and labels. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Screenshot 2025-11-25 at 10.50.06 AM.png) ## Frequently asked questions ### How do customers connect to Digital Contact Center agents? Once the AI Agent is connected to your Webchat channel, when a customer says “I want to speak to an agent” they’re automatically escalated into your Digital Contact Center. ### What languages does Generative AI Assistance support? Generative Ai Assistance is currently available in English, but stay tuned as we’re continuously adding new language support. ### Can I integrate my chatbot into a native mobile app? Yes. Dialpad’s AI Agent’s native bindings are publicly available for both Android and iOS apps. If you want to integrate the chatbot into your native app, refer to the following public repositories: - [Android GitHub repo](https://github.com/dialpad/dx-android-clients) - [iOS GitHub repo](https://github.com/dialpad/dx-ios-clients) Each repository includes: - A `READ ME` with setup instructions - A sample app - The full framework code You can use the framework as-is or customize it as a starting point for your own implementation. ## Related - [Create a Digital Contact Center](/create-a-digital-contact-center.md) - [Create a Webchat Channel](/create-a-webchat-channel.md)