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.

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

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.