Cloodot Documentation

Learn how to create and configure your AI agent to handle customer conversations automatically.

Your AI Agent is like having a helpful team member who never sleeps. It responds to customer messages automatically, answers questions based on what you've taught it, and knows when to hand things off to a real person.

Think of it as your first line of support—it handles the common questions so your team can focus on the conversations that really need a human touch.

What can an AI Agent do?

Respond automatically — Customers get instant replies, even at 3am
Use your Knowledge Base — It pulls from the info you've given it
Answer common questions — FAQs get handled without you lifting a finger
Remember the conversation — It keeps track of context within each chat
Handle volume — Ten conversations at once? No problem.
Know its limits — When it's out of its depth, it hands off to your team

Setting up your AI Agent

Getting there

From your dashboard, go to Intelligence → AI Personas
Select an existing persona or create a new one

The four configuration tabs

Your agent's settings are organized into four tabs:

Identity — Who your agent is (name, personality, languages)
Instructions — How it should behave and respond
Skills — What actions it can take
Advanced Settings — Fine-tuning for specific needs

Let's walk through each one.

Configuring Your Agent

Tab 1: Identity

This is where you define who your agent is.

Give it a name and greeting

Nickname — Something friendly like "Alex" or "Support Team"
Description — A quick note about what your agent does
Greeting — The first message customers see when they start chatting

Your greeting sets the tone. Keep it warm and let people know what kind of help they can expect.

Languages

Your agent can understand messages in any language, but you can choose which languages it responds in. Pick the ones your customers actually speak.

Available options: English, Arabic, Hindi, Urdu, Spanish, French, German, Malayalam

If someone writes in a language you haven't selected, the agent will still understand them—it'll just reply in one of your chosen languages.

Follow-up messages

If a customer goes quiet, your agent can check in automatically. Set how long to wait before sending a follow-up: 1 minute, 10 minutes, 1 hour, or a custom time.

This helps re-engage people who got distracted or missed the notification.

Response length

How detailed should answers be?

Concise — Quick, to-the-point
Medium — Balanced
Long — Thorough and detailed

Personality

How should your agent come across?

Professional — Formal, business-like
Friendly — Warm and approachable
Casual — Relaxed and conversational

Pick what matches your brand.

Handover to humans

Sometimes AI isn't the right fit. Set conditions for when your agent should hand off to a real person—like when a customer asks for a refund, or when a conversation gets complex.

Think about the situations where you'd want a human to step in. Set those up as handover conditions.

Tab 2: Instructions

This is where you tell your AI how to behave. Think of it as training a new team member—you're explaining how you want them to handle different situations.

What to include

General guidelines — How should it greet people? What tone should it use?
Specific scenarios — "If someone asks about returns, explain our 30-day policy"
Things to avoid — "Don't promise specific delivery dates"

Organizing with blocks

You can break instructions into separate blocks for different topics. This keeps things organized as your instructions grow.

Adding quick replies

Want to give customers clickable options? You can insert quick reply buttons right in your instructions. Just place your cursor where you want the button and click "Insert Quick Reply."

Quick reply buttons make conversations flow more naturally and help customers find what they need faster.