This lets you define what your AI agent is designed to do.
The role shapes how your agent responds, guides users, and handles conversations.
Steps #
- View the agent in the dashboard
- Go to Edit
- Open AI Model Settings
- Find Agent Role
- Select a role from the dropdown
Available roles #
- Customer support → Helps customers resolve issues, answer questions, and receive assistance with products, services, orders, or accounts.
- Sales support person → Assists customers during the buying process by providing information, addressing concerns, and helping drive successful sales.
- eCommerce Support → Supports online shoppers with product inquiries, order management, payment issues, shipping updates, returns, and refunds.
- Custom → Enables a fully customized AI role with user-defined responsibilities, behavior, and objectives tailored to specific business requirements.
How it works #
- Each role comes with a default prompt
- This controls tone, behavior, and responses
- You can edit the prompt anytime
If you edit the prompt, the role becomes Custom
Important Notes #
- Changing the role updates the agent’s default behavior
- Only one role can be active at a time
- Make sure the role matches your use case
Tips #
- Choose a role based on your primary goal
- Align it with your data source for better answers
Next, use Quick Preview to test how your agent behaves with the selected role.
If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.
