AI Agents
Build an AI agent that answers your customers from your own content, calls your own APIs, and hands off to a human when it should — configured, tested, and deployed from one hub in the dashboard.
Where to find it
Open the AI Agents hub
Sidebar → AI Agents
Direct link: https://app.productbridge.io/dashboard/support/workflows/agent
In-app path: Sidebar → AI Agents
Requires: workflow:view to open the hub, workflow:manage to change anything, and a plan that includes the support_workflows feature. Without that feature the AI Agents item does not appear in the sidebar.
Every section of the hub has its own direct link:
| Hub section | What it is | Direct link |
|---|---|---|
| Overview | Agents at a glance, content counts, quick add | /agent |
| Agents | Create agents, set persona, limits, and tool access | /agent/agents |
| Content → Snippets | Question-and-answer pairs you write | /agent/snippets |
| Content → Websites | Public pages the agent crawls and reads | /agent/websites |
| Content → Files | Uploaded documents (formerly the Knowledge Hub) | /agent/files |
| Deploy | Let the agent answer customers, and on which channels | /agent/deploy |
| Tools | Your own API endpoints the agent may call | /agent/tools |
| Workflows | Scripted conversation flows that route to an agent | /workflows |
What the Hub Is For
The AI Agents hub is where you build the assistant that answers conversations in your Support inbox and Messenger. Four things make up an agent, and each has its own section in the hub:
The agent
Its name, avatar, tone, response length, and the free-text instructions that tune how it replies. Configure it under Agents.
Its content
What it is allowed to answer from — snippets, crawled website pages, uploaded files, Help Center articles, and video transcripts. Manage it under Content.
Its tools
Your own API endpoints, so the agent can look up an order or issue a refund mid-conversation. Configure them under Tools.
Its deployment
Whether it may answer customers on its own, and on which channels. Turn it on under Deploy.
The order of the sidebar follows that order: build the agent, give it something to answer from, then put it in front of customers.
Grounding
The agent answers from the content you give it. The rules that stop it inventing answers live in ProductBridge's backend, not in your configuration — nothing you type into an agent's instructions can remove them.
If the agent won't answer a question, that is usually a content gap rather than a configuration problem. Add a snippet covering the question and it will pick it up within a few minutes.
Where It Fits
Agents
Create an agent, set its persona and limits, choose which tools it may reach, and test it in a live chat pane.
Content
Snippets, websites, and file uploads — everything the agent is allowed to answer from.
Tools
Let the agent call your own API mid-conversation, with only the inputs you declare.
Deploy
Turn the agent on for customers and pick the channels it replies on.
Workflows
Scripted conversation flows — send a message, collect a reply, branch on a condition, hand to the agent or a human.
Support Chat
The inbox and Messenger the agent answers into.