AI Agents

Mercuri CX allows businesses to enhance their customer communication using AI-powered agents that can respond to customer queries on WhatsApp and SMS. Here’s how you can set it up in just a few steps.

How to Add AI Agents to Your Business in Mercuri CX

1. Navigate to the AI Agents Section

From your Mercuri dashboard sidebar, click on “AI Agents” → then click “Create” to add a new agent.

2. Fill in the Basic Information

• Agent Name: Give your AI agent a name that reflects its purpose (e.g., "Customer Support Agent", "Order Assistant").

• Agent Enabled: Toggle this ON if you want the agent to start responding immediately after creation.

3. Define the Prompts

• System Prompt: This prompt gives the AI the background about your business

• Application Prompt: This prompt tells the AI on how it should respond to the customers. In this prompt, we define the tone , style and behavior of the AI agent

4. Assign Messaging Channels

• Under the “Channels” section on the right, choose the number (WhatsApp or SMS) the agent should respond on.

• Click “+ Add” next to the appropriate number

5. Choose Mode

At the top right, switch between:

• Test Mode: For trial and training purposes.

• Live Mode: For real-time conversations with customers.

Tip: You can start in Test Mode to validate the agent’s responses before going live.

6. Click “Create Agent”

Once everything is filled in and channels are selected, click the “Create Agent” button at the bottom right to activate your AI agent.