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
TheAI 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 productionTools: the actions an agent is allowed to takeFiles: uploaded material the agent can search or referenceScript composition: structured response and flow design for no-code behaviorSafety 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.