---
title: AI Agents
description: "Phonovation product documentation: AI Agents."
---
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October 15, 2026
# AI Agents
## AI Agents is the intelligent automation layer of AgentOS. An agent receives a message, works out what the customer needs and carries out one or more actions — from answering a simple question to running a multi-step workflow against your back-office systems.
AI Agents is the intelligent automation layer of AgentOS. An agent receives a message, works out what the customer needs and carries out one or more actions — from answering a simple question to running a multi-step workflow against your back-office systems.
**General-purpose agents**Multi-step tasks, API calls and coordination with other agents.
**Knowledge agents**Answer questions from your documents, URLs or files — ideal for FAQs.
**Quality center**Automated test groups and test cases before and after go-live.
**Multi-agent**An orchestrator agent can delegate to specialist agents.
## Agent types
| Type | Best for | Typical example |
| --- | --- | --- |
| AI agent | Doing things: calling APIs, running workflows, deciding next steps. | Rebook a delivery, check an order, create a support ticket. |
| Knowledge agent | Retrieving answers from approved content. | Opening hours, policies, product FAQs, onboarding guides. |
| Orchestrator | Routing a request to the right specialist agent. | A front-door agent passing billing queries to a billing agent. |
## Build an agent
1. Open **AI Agents › My agents** and select **Create agent** (or import an exported agent).
2. Give it a **name** and a clear **description** — other agents use the description to decide when to call it.
3. Write the **instructions** (the system prompt): role, tone, what it may and may not do, and when to escalate. Templates are available for appointment booking, order status and sales.
4. Add **tools** so the agent can act: reusable components, MCP servers, or applications from the integrations exchange.
5. Choose the model settings and save a version.
NoteOnly channel-agnostic components can be used as agent tools, and any draft component must be published before the agent is activated.
## Test before you publish
- **Preview** — chat with the agent inside the builder, restart sessions and open the logs panel to see every tool and sub-agent call.
- **Save as test case** — turn a good preview conversation into a regression test.
- **Quality center** — group test cases per agent or use case, run them in bulk and review pass/fail results to catch regressions after every change.
## Deploy on WhatsApp
Agents are deployed through the rest of AgentOS: add the **Agent connector** element to a chatbot in Automation Studio, hand off to people via Inbox, read profile data from Customer Profiles and monitor sessions and tool usage in Insights and Analytics.
Phonovation tipWrite an explicit escalation rule into every prompt (for example, complaints, vulnerable customers or payment disputes go to Inbox). It protects your WhatsApp quality rating and your customers.
NoteAI Agents is enabled per account. If you do not see it in your Phonovation workspace, contact your account manager or Phonovation Support to have it switched on.
## Related
[Automation Studio →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-automation-studio?hsLang=en)[Voice AI agents →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-voice-ai-agents?hsLang=en)[MCP servers →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-platform-integrations-and-apis?hsLang=en)[Insights and Analytics →](https://knowledgebase.phonovation.com/messaging-whatsapp/phono-msg-insights-and-analytics?hsLang=en)
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