> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/ai-configuration/agents.md).

# Agents

Agents are specialized AI behaviors that handle specific types of customer interactions. Rather than using a single AI personality for all conversations, Alhena AI uses a multi-agent system where different agents handle different aspects of the customer experience.

<figure><img src="/files/cwz2qBC4b8wNKzvW9Z5U" alt=""><figcaption></figcaption></figure>

## How Agents Work

When a customer sends a message, Alhena's planner analyzes the request and routes it to the most appropriate agent. Each agent has its own expertise, tools, and guidelines that help it handle specific types of queries effectively.

For example:

* A question about product recommendations routes to the **Product Expert Agent**
* A request to check an order status routes to the **Order Management Agent**
* A general support question routes to the **General Support Agent**

This routing happens automatically behind the scenes, creating a seamless experience for customers while ensuring each query is handled by the most capable agent.

## Managing Agents

You can view and configure agents in the **AI Settings** tab of your Alhena dashboard. The Agents section shows all available agents for your account, including:

* **Built-in agents** - Pre-configured agents that come with Alhena (some always active, others require integrations)
* **Custom agents** - Agents you create for your specific business needs

Each agent card displays its name, description, and current status. Click on any agent to view its configuration and assigned guidelines.

## Agent Requirements

Some built-in agents require specific integrations to be enabled:

| Agent                     | Required Integration                                |
| ------------------------- | --------------------------------------------------- |
| Product Expert Agent      | E-commerce integration (Shopify, WooCommerce, etc.) |
| Order Management Agent    | E-commerce integration or Ship24                    |
| Lead Generation Agent     | HubSpot or Klaviyo                                  |
| Outfit Builder Agent      | E-commerce integration                              |
| Suggested Questions Agent | Website integration                                 |

Agents that require integrations will appear grayed out until the necessary integration is configured.

## Learn More

* [Built-in Agents](/docs/ai-configuration/agents/built-in-agents.md) - Reference for all pre-configured agents
* [Custom Agents](/docs/ai-configuration/agents/custom-agents.md) - How to create agents for your specific needs
* [Agent Tools](/docs/ai-configuration/agents/tools.md) - Tools that extend agent capabilities
* [Guidelines](/docs/ai-configuration/tuning/guidelines.md) - Configure agent behavior with guidelines