Built-in Agents
Alhena AI includes several pre-configured agents that handle common customer support scenarios. Some agents are always active, while others require specific integrations to enable.
Always Active Agents
These agents are enabled by default and cannot be disabled. They form the foundation of your AI support experience.
General Support Agent
The General Support Agent handles general customer queries by searching your knowledge base. It answers questions based on the documentation, FAQs, and other content you've trained Alhena on.
Capabilities:
Searches knowledge base for relevant information
Provides accurate answers based on trained content
Asks clarifying questions when queries are ambiguous
Cites sources when appropriate
This agent handles any query that doesn't match a more specialized agent's domain.
Human Transfer Agent
The Human Transfer Agent manages handoffs to human support representatives. It activates when customers explicitly request human assistance or when configured triggers are met.
Capabilities:
Recognizes requests for human support
Initiates transfer to configured helpdesk platform
Provides context to human agents about the conversation
Handles transfers gracefully with appropriate messaging
Requires a helpdesk integration to complete transfers.
Refusal Agent
The Refusal Agent handles situations where the AI should decline to answer a query, such as off-topic questions, inappropriate requests, or queries outside your defined scope. It ensures the AI responds gracefully when it should not provide an answer.
Capabilities:
Declines off-topic or out-of-scope queries with appropriate messaging
Handles inappropriate or unsupported requests
Can be customized with Guidelines to define specific refusal behavior
By default, the Refusal Agent is not visible in the dashboard. Contact Alhena support if you need to customize its behavior for your account.
Integration-Dependent Agents
These agents provide enhanced functionality but require specific integrations to be configured.
Product Expert Agent
The Product Expert Agent provides detailed product information and personalized recommendations. It can access your product catalog to help customers find the right products for their needs.
Requires: E-commerce integration
Capabilities:
Provides detailed product specifications
Compares products based on customer criteria
Suggests alternatives when products are unavailable
Answers questions about inventory, sizing, and materials
Order Management Agent
The Order Management Agent helps customers track orders, check delivery status, and get information about their purchases.
Requires: E-commerce integration
Capabilities:
Looks up order status by order number or email
Provides tracking information and delivery estimates
Answers questions about shipping and fulfillment
Handles inquiries about returns and exchanges
Lead Generation Agent
The Lead Generation Agent captures customer information and adds leads to your marketing, CRM, or customer data platform. It can collect contact details through natural conversation.
Requires: Lead generation integration (HubSpot, Klaviyo, or mParticle CDP)
Capabilities:
Collects customer email addresses and contact information
Captures preferences and interests
Syncs lead data to your marketing platform
Subscribes customers to newsletters and lists
Outfit Builder Agent
The Outfit Builder Agent provides styling suggestions and helps customers put together complete looks from your product catalog.
Requires: E-commerce integration
Contact the Alhena team to enable this agent for your account.
Capabilities:
Suggests coordinating items based on customer selections
Creates complete outfit recommendations
Considers style preferences and occasions
Provides visual product suggestions
Suggested Questions Agent
The Suggested Questions Agent generates contextual follow-up questions during conversations. When enabled, it analyzes the current conversation and suggests relevant questions that help guide customers toward the information they need.
Capabilities:
Generates relevant follow-up questions based on conversation context
Displays suggested questions in real time via WebSocket
Helps customers explore related topics and find answers faster
Questions are styled according to your widget's suggested questions settings
This agent can be enabled or disabled from the Agents page. It does not support custom tools. To customize the appearance of suggested questions in the chat widget, navigate to Integrations > Website > Configure Settings and open the Suggested Questions Settings section. See Suggested Questions for a full overview of the feature.
Configuring Built-in Agents
While built-in agents come pre-configured, you can customize their behavior using Guidelines. Assign guidelines to specific agents to:
Modify how they respond in certain situations
Add business-specific rules and policies
Customize their tone for different channels
Set behavior for business hours vs. after hours
Navigate to AI Settings > Agents to view agent details and see which guidelines are assigned to each agent.
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