> ## Documentation Index
> Fetch the complete documentation index at: https://sippet.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Create an AI agent for support and escalation

> Build a no-code agent that answers product questions, uses connected knowledge, and hands off when needed.

## Goal

Create an AI agent that can answer common support questions and escalate unresolved cases to a human operator.

## Before you start

* Connect an AI provider first if you are using BYOK.
* Decide which channel the agent will handle first: voice, messaging, or both.
* Prepare any files, examples, or repository knowledge you want the agent to use.

## Step 1: create the agent

In `AI agents`:

* name the agent clearly by function or queue
* choose the realtime provider and model
* set the voice, tone, and prompt baseline

## Step 2: define the support behavior

Review:

* how the agent should greet and guide people
* which product questions it should answer directly
* when it should request operator attention
* whether it should send follow-up messages or email

## Step 3: add knowledge and tools

Use:

* uploaded files for internal reference material
* GitHub repository bindings for issue and product context
* Discord examples when you want the agent to mirror approved support answers

## Step 4: test before publishing

Use test sessions to validate:

* the prompt quality
* the escalation behavior
* the tool choices
* the tone and pacing

## Example workflow

* a customer asks a product question
* the agent answers from internal knowledge and repository context
* if the issue looks like a bug or needs account-specific help, the agent escalates to an operator or issue workflow

## What good looks like

* the agent answers common questions consistently
* it uses only the tools it needs
* it escalates before confidence drops too far
* production publishing happens only after successful tests

## Troubleshooting

* If the agent is too broad, reduce tools and tighten the prompt.
* If it escalates too late, make the escalation criteria more explicit.
* If answers are stale, refresh connected files or repository bindings.

## Related pages

* [AI agents overview](/console/ai-agents)
* [Discord + GitHub workflow](/console/discord-github-workflow)
* [Connect your own AI provider](/console/ai-providers-guide)