An agent profile is a named persona the AI uses when it talks to your customers. You can have many profiles for different contexts, one warm and conversational for Instagram, one formal for B2B email.

What a profile contains

• A name and short description for your reference (not shown to customers).
• Guidelines, plain-English rules the agent follows. For example, "Always confirm the date and time before booking."
• Style examples, sample messages in the voice you want. The agent uses these to imitate your tone.
• Success criterion, how you define a successful conversation (booking confirmed, lead replied, purchase completed, etc.). The platform uses this to measure and improve.
• Enabled abilities, the CRM and calendar actions the agent is allowed to take.

Using profiles in workflows

When you configure an AI Agent node, you choose which profile to use. The profile is bound to the node, so the same workflow can use different voices in different branches if needed.

Learning over time

The agent learns from handoffs. When you take over a conversation and respond differently than the agent would have, the system records a rule and saves it to the profile so the agent handles similar situations the way you would next time.

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