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What it is

Sippet AI agents are the operational brains behind support experiences in voice and other channels. Use them to:
  • answer product questions
  • collect structured information
  • route or escalate to operators
  • use connected knowledge and files during support

In the console

The AI agents area includes:
  • agent profile and prompt settings
  • model and voice selection
  • channel behavior and inactivity handling
  • tools and tool settings
  • uploaded files and examples
  • test sessions and published/live promotion

Key concepts

  • Draft vs live: build safely before promoting an agent to production
  • Tools: the actions an agent is allowed to take
  • Files: uploaded material the agent can search or reference
  • Script composition: structured response and flow design for no-code behavior
  • Safety controls: middleware and timeout options for sensitive prompts

Common setup decisions

  • Choose whether an agent is voice-first, messaging-first, or mixed.
  • Decide when the agent should escalate to an operator.
  • Keep tool access narrow at first, then expand once the workflow is stable.

Contact verification

Choose Default checks in the agent’s verification settings. You can require first name, first and last name, date of birth, and Case ID. Select only one name check. Incoming calls, Outbound calls, and Widget each have a Use default checks option. Turn it off to set different checks for that channel. Turning it off starts with your current defaults; clearing every check disables verification for that channel. Turn it back on to inherit future changes to your defaults. Widget text and voice use the same selection. Email, WhatsApp, and Discord use the default checks. For example, require First and last name plus Case ID on incoming calls, then require only First name on outbound calls. The outbound agent will not ask the customer to repeat a Case ID unless you include that check. Knowing the contact or case does not count as passing a configured check. Use the playground’s incoming, outbound, and widget scenarios to test each selection. Playbook verification minimums still apply: a channel with weaker checks cannot unlock protected account details or case updates for that playbook.