Getting Started
Get Started with Ai Agents
Add AI Agent to a flow
Open Flow Builder.
Open an existing chatbot flow or create a new one.
Drag AI Agent onto the canvas. You can also right-click the canvas and select AI Agents.
Connect the AI Agent to the required flow steps.
Select the block and choose Configure Agent.
Configure instructions
The Instructions tab defines the agent's behaviour. Select an AI persona, then define:
What the agent should do.
What the agent should never do.
When the conversation should be marked as completed.
Select an AI persona
Choose a persona that matches your use case. Common options include:
Sales Assistant
FAQ / Support
Lead Qualification
Selecting a persona gives you a starting instruction template. You can customize it for your business.
Instruction fields
What should it do?
Define the agent's tasks, greeting, questions, responses, and conversation handling.
What should it never do?
Define restrictions, such as avoiding promises, guesses, and unsupported information.
When should the AI mark this conversation as completed?
Define when the conversation reaches the Completed path and moves to the next flow step.
Build the Knowledge Base
The Knowledge tab contains information the AI Agent can use in customer responses.
You can provide information through:
Add Information
Upload Documents
Products & Services
Add Information
Add short, text-based topics that the AI Agent can reference.
For best results:
Keep each topic focused on one subject.
Keep topics below approximately 2,500 characters.
Split long content and large tables into separate topics.
Avoid duplicate or conflicting information.
For example, use separate topics for Course Details, Course Fees, Batch Timings, Admission Process, and Refund Policy.
Upload Documents
Upload supported documents when the agent needs large reference files.
Supported formats include PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX, and TXT.
You can upload up to two PDFs per agent. Each document can be up to 15 MB.
Document processing can cost up to 10× more per response. Use Add Information for smaller content. Keep uploaded documents accurate and current.
Products & Services
Products and services let the AI Agent present your offerings in conversations.
Add catalog entries in either mode:
Manual — Enter product or service details directly.
Dynamic — Fetch details from a configured data source.
Both modes create entries the agent can present and reference.
Add dynamic Knowledge Base or product data
Use Attributes to pass dynamic knowledge and product details to the AI Agent.
For example, pass a previous AI conversation summary as context. You can also pass Picky Assist CRM fields, such as requirements and notes.
To fetch CRM data, add a Data Lookup step before the AI Agent. Use the Search option, then pass the result through Attributes.
To use third-party data, add an HTTP API block before the AI Agent. Pass the API response to the Knowledge Base through Attributes.
The built-in Test Widget may not support dynamic data. Publish the flow and test the live flow to verify dynamic responses.
Collect and extract data
The Collect & Extract Data tab lets the agent collect customer details and extract data from customer content.
Data fields to collect
Data fields are details that the AI Agent actively asks the customer to provide. Click Add a Field to add the necessary fields for collecting information from customers.
Examples include:
Name,Email,Mobile,Date.
When adding a field, select the appropriate field type based on the information you want to collect from the customer.
Text: Collects text-based information such as name, address, or preferences.
Number: Collects numerical values such as age, quantity, or budget.
Phone: Collects the customer's phone number.
Image: Allows customers to upload an image.
Email: Collects the customer's email address.
Date: Allows customers to provide or select a date.
Buttons: Provides predefined options that customers can select with a tap.
Document: Allows customers to upload a supported document or file.
Configure up to 15 fields per AI Agent. Mark a field as Required only when the agent must collect it before completing the conversation.
Extract data
Extract data fields let the AI Agent identify information from messages, documents, and images automatically.
For example, an uploaded certificate can provide:
Name
Qualification
Year of completion
Institution
The agent stores extracted values in their matching Attributes. Use them to update Picky Assist CRM or send values to an external CRM through the HTTP API block.
Unlike Collect fields, Extract fields do not need a separate question for each value.
Configure extraction fields that match the information customers are expected to provide.
Use Attributes in later steps
Attributes store data collected or extracted by the AI Agent. This includes customer answers and data from documents or images.
The configured Attribute name becomes available in later flow steps. Use it to update Picky Assist CRM, define conditions, or personalize messages.
Pushing Collected or Extracted Data to 3rd-Party Platforms
To send collected or extracted information to third-party platforms such as CRM or ERP systems, use the Trigger HTTP API step in the flow and map the relevant Attributes to the corresponding fields in the API request.
Configure handoff
The Handoff tab transfers a conversation to a human agent or another AI Agent when the specified conditions are met.
To add a Handoff path
Enter a Path Name to identify the purpose of the handoff, such as humen handoff or sales team .
Trigger this when, specify the condition that should trigger the handoff. For example, when the customer requests to speak with a humen agent
You can configure up to 10 handoff paths. A path can trigger when a customer message contains a configured keyword or phrase.
Connect each handoff output to its required next flow step.
Test the complete handoff flow after publishing. Confirm that every configured action runs correctly.
You can hand off to another AI Agent. Specialized Sales, Support, and Billing agents can share the conversation context.
Configure follow-up
The Follow-up feature sends messages when a customer stops responding.
You can configure a follow-up by specifying
Send After : Specify how long the AI Agent should wait before sending the follow-up message.
Instructions : Provide instructions for the AI Agent on what to include in the follow-up message and how it should respond based on the conversation.
You can configure up to three follow-up messages.
Configure settings
The Settings tab controls the AI provider, model, file and image processing, reasoning, conversation limits, and related behavior.
Configure how your AI Agent responds, processes customer inputs, and manages conversations using the following settings.
AI Provider Select the AI provider, such as ChatGPT or Gemini.
Enable Reasoning: Enables additional reasoning for supported models. This can improve the handling of complex decisions but may increase response time and cost.
Model Select a model from the chosen AI provider. Recommended models are GPT-4o Mini and Gemini 3.1 Flash Lite (Stable).
Messaging When enabled, the AI can use interactive buttons, list menus, and product carousels, allowing customers to select options with a tap instead of typing.
Read & Process Files & Images Allows the AI Agent to process supported files and images shared by customers.
Enable this option to allow the AI Agent to read and process supported files and images shared by customers.The maximum file size is limited to 10 MB.
Summarize the Conversation Generates a summary of the conversation as an Attribute. You can save it to the CRM, pass it to external software, or use it as context for another AI Agent.
Conversation Limit
Ends the conversation when the configured message limit is reached or a specified keyword is detected.
Use Conversation Limit to control when the AI Agent should automatically end a conversation.
End the conversation after this many customer messages: Set the maximum number of messages the customer can send while the AI Agent is active. Once the limit is reached, the conversation will be ended automatically.
End if no reply for: Set a time limit for customer inactivity. If the customer does not reply within the configured time, the AI Agent will automatically end the conversation.
End the conversation when the customer sends any of these keywords: Add specific keywords that indicate the customer wants to end the conversation. eg:- stop,cancel.
Test AI Agents
Open Test Agent from Configure Agent, or select Via TestBot on the flow canvas. Have a real conversation with your configuration.
The test panel shows the active model, cost per turn, and token breakdown.
Input tokens
Everything sent to the model, including Instructions, Knowledge Base, data schema, and conversation history.
Output tokens
The length of the agent response. Detailed responses cost more.
Reasoning tokens
Extra billed tokens the model uses before answering.
Time
The model generation time for that turn.
Estimate AI cost
Each AI Agent reply is billed by the selected provider based on processed and generated content.
Use the Test Widget to review cost estimates for your configuration.
Save and publish
Select Save in the Configure Agent window.
Save the flow in Flow Builder.
Select Validate & Publish.
Select Publish Now to make the flow live.
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