AI Agent Builder allows you to create specialized AI agents for specific customer-support use cases.

Each agent is configured with a clear responsibility, the channels where it operates, the customer intents it handles, instructions for how it responds, tools it can use, and safety guardrails.

Instead of having one assistant handle every type of conversation, you can create focused agents for specific jobs such as:

An agent can automatically take over a conversation when the configured customer intent is detected.

Open the AI Agent Builder

The AI Agent Builder opens with the agent in Draft status.

The builder contains four configuration sections:

You can use Save as draft while configuring the agent.

The first step defines the agent's purpose and the channels on which it operates.

BIK recommends giving each agent one clear job so that its responses remain focused.

Agent name:

Enter a name that makes the purpose of the agent easy to identify.

Use a clear name that reflects the task handled by the agent.

What it does:

Describe the responsibility of the agent.

The description is a clear explanation of the type of customer request the agent is expected to handle.

Keeping the responsibility focused helps the agent understand its role.

Channels to Activate It On:

Select the communication channels where the AI agent is available.

The Agent Builder currently displays the following channel options:

The connected account is displayed next to each channel.

Select the checkbox for each channel on which you want the agent to operate.

You can also use the Edit icon next to a connected account to review or modify its channel configuration.

At least the required channel/account configuration must be completed before progressing with the agent setup.

Changes made while configuring the agent do not affect customers until the agent is taken live.

Click Next to continue.

This section defines when BIK routes a customer conversation to this agent.

Two options are available:

Use BIK intent when you want BIK's AI classifier to automatically understand what the customer is asking about.

With this option, you do not need to configure keywords manually.

BIK analyses the conversation and routes it based on the detected intent.

Configure a BIK Intent:

Examples visible in the Agent Builder include:

The available intent list may contain additional options depending on the configuration.

Select Custom intent when the required customer intent is not covered by the available BIK intents or when you want to define your own routing trigger.

Custom intent allows you to define the trigger using:

This gives you more control over the type of conversations that are routed to the agent.

This section controls what the AI agent does after it takes over the customer conversation.

It contains:

Use Instructions to explain how the agent handles the conversation.

Write the steps in plain English.

The more specific the instructions are, the easier it is for the agent to understand the expected workflow.

Only configure actions that are supported by the tools and policies available to the agent.

Referencing Tools and Other Actions:

While writing instructions, you can type @ to reference:

This allows the instructions to tell the agent when a specific action is performed.

Use Guardrails to define boundaries the AI agent must follow.

Guardrails are useful for defining:

Instructions tell the agent what to do, while Guardrails define what the agent must not do or what limits it must follow.

Tools allow the AI agent to perform actions while responding to customers.

Click the + icon in the Tools section to view the available tools.

The Agent Builder shown in the recording provides the following tool categories:

Select BIK from the tool picker to view available BIK actions.

Checkout enquiry:

Allows the agent to work with checkout-related customer enquiries.

Order tracking:

Allows the agent to handle order-tracking related requests.

A customer-verification indicator is displayed for this action.

Payment methods:

Allows the agent to work with payment-method related questions.

Product customisation:

Allows the agent to handle product-customisation related requests.

Select Shopify to view Shopify-related actions available to the agent.

Get orders:

Allows the agent to retrieve order information.

This action is displayed with a Requires customer verification indicator.

Get product:

Allows the agent to retrieve product information.

Lookup catalog:

Allows the agent to search or retrieve information from the Shopify catalog.

Some tools display a shield indicator with:

Require Customer Verification :

Enable Require customer verification when the customer's identity must be verified before this AI agent responds.

When enabled, customers are required to verify their identity before the agent continues with the conversation.

This is especially important when the agent handles customer-specific or sensitive information.

Some individual tools may also display their own Requires customer verification indicator.

The Send email tool allows the AI agent to notify someone by email when required.

The recipient is configured by you, while the AI can compose the email based on the conversation and the instructions provided.

Use Send Slack message when the agent needs to post information to a Slack channel. The AI can compose the Slack message using information from the customer conversation.

Configure Send Slack Message:

Channel ID

Enter the Slack Channel ID where the message is sent.

Message

Provide instructions for the message the AI composes.

Click Save to add the Slack action.

REST API is available as a tool option in the Agent Builder.

It can be selected from the Tools menu when an agent needs to work with an external API.

Sub-agents allow one AI agent to hand over a conversation to another AI agent.

The Sub-agents section displays other agents that the current agent can hand the conversation to.

To configure one:

You can then reference the configured sub-agent from the agent's instructions.

Under Advanced settings, select the AI model that powers the agent.

The Agent Builder shown in the recording provides:

Select the required model from the dropdown.

Handover rules appears as the fourth step in the Agent Builder.

This section is intended to control the handover stage of the AI agent configuration.

You do not have to complete the entire agent configuration in a single session.

Click Save as draft from the top-right corner of the Agent Builder to save the current configuration.

The agent remains in Draft status until it is taken live.

This allows you to configure and review the agent without immediately affecting live customer conversations.

Order Tracking Agent Example:

1. Where can I create an AI agent?

Navigate to:

Journeys → + New journey → Build an AI agent

2. Which channels can I activate an agent on?

The Agent Builder shown in the recording supports:

Select the required connected account for each channel.

3. What is the difference between BIK Intent and Custom Intent?

BIK Intent uses BIK's AI classifier to automatically understand the customer's intent without requiring keywords.

Custom Intent lets you define your own trigger using exact phrases or a description of the customer's intent.

4. Can one AI agent handle multiple customer queries?

An agent can be configured for the required intents, but the Agent Builder recommends giving an agent one clear job to keep its responses focused.

5. What is the difference between Instructions and Guardrails?

Instructions describe the steps the AI agent performs.

Guardrails define restrictions, limits, and actions the AI agent is required to avoid.

6. What tools can an AI agent use?

Tools visible in the Agent Builder include:

Additional individual actions are available inside BIK and Shopify.

7. Can an AI agent hand over to another AI agent?

Yes. The Sub-agents section is designed for adding other agents that the current agent can hand the conversation to.

8. Can I require the customer to verify their identity?

Yes.

Enable Require customer verification when customers must verify their identity before the agent responds.

Some individual tools also require customer verification.

9. Which AI models can I select?

You can select any of these AI models:

10. Will editing an agent immediately affect customers?

No.

The Agent Builder indicates that changes do not affect customers until you go live.

You can use Save as draft while configuring the agent.

11. Is Test Mode valid for Agent Builder?

Yes. An agent saved as a draft can still be tested — just add a test mode user to it.

Once a user is added as a test mode user, the agent will run for them even while it's still in draft (not published live). This lets you try out an agent end-to-end before pushing it live to all users.

For further assistance or to raise feature requests related to AI Agent Builder, please contact [email protected].