Agent and Channel Setup¶
Getting Started
After creating an agent and a channel, configure their settings for optimal performance. Start with the agent (AI profile), then move on to the channel.
Agent Setup¶
An agent is a set of rules and settings that define how your AI operates. To access the settings, click the icon next to the agent on the main page.
AI Settings¶
| Parameter | Description |
|---|---|
| Agent Name | Name for easy navigation in the dashboard |
| AI Model | The language model used to generate responses |
| Instructions | Agent behavior rules: greeting, company description, conditions for transferring to an operator, language settings |
| Temperature | Response creativity (0–1). Higher values produce more varied responses, lower values produce more precise ones. Default: 0.5 |
| Max Embeddings | Maximum number of knowledge base articles used to generate a response. Default: 5 |
| Message Retention (days) | How long conversation history is stored. 0 — store forever. Default: 30 |
| Process Images | Allows the agent to view and analyze the content of images |
| Process Audio | Allows the agent to recognize voice messages |
Choosing a Language Model
Each model differs in speed, accuracy, and cost. GPT-4 and Claude Haiku family models work great for most support tasks. For complex analytical tasks, consider GPT-5, Claude Sonnet, or Claude Opus. See pricing details in the Pricing section.
Example Instruction
You are a polite customer support assistant for "MyCompany".
Always address the customer by name.
Only answer questions related to our services.
If you don't know the answer — suggest contacting an operator.
Functions¶
In the "Functions" section, you can extend the agent's capabilities by connecting additional tools. Click "Manage Functions" to view available options.
Available functions depend on connected integrations, for example:
| Function | Description |
|---|---|
| Change Eddy Ticket Owner | Transfer a ticket to an operator in HelpDeskEddy |
| Close Eddy Ticket | Close a ticket in HelpDeskEddy |
| Change Usedesk Ticket Owner | Transfer a ticket to an operator in Usedesk |
| Close Usedesk Ticket | Close a ticket in Usedesk |
Functions marked as "Configurable" require additional setup on the channel page.
Agent Knowledge Base¶
At the bottom of the agent settings, you will find the "Knowledge Base" section. Click "Link Data" to connect uploaded articles to the agent.
In the dialog window, select the desired articles from the list and click "Save".
Response Quality
The accuracy of the agent's responses depends directly on the quality of your knowledge base. See detailed recommendations in the Knowledge Base article.
Channel Setup¶
A channel is a connection method (Telegram, WhatsApp, Custom, etc.). To access the settings, click the icon next to the channel on the main page.
Channel Agent Setup¶
At the top of the channel page, you can select and change the AI agent serving this channel.
- Select an agent from the dropdown list
- The "New Start" option — clears the context of all conversations when switching agents
- Click "Switch Agent" to confirm
The "Edit Agent →" link leads to the current agent's settings.
"General Settings" Tab¶
| Parameter | Description |
|---|---|
| Identifier | Unique channel ID (e.g., CAV-E41B2635DBE5A6F309F8) |
| Status | Running / Stopped toggle. When the channel is stopped, the agent does not respond to messages |
| Name | Channel name for easy navigation |
Channel Functions — located at the bottom of the general settings. This section displays functions available for configuration at the individual channel level.
Danger Zone
At the very bottom of the settings is the "Delete Channel" button. Once deleted, all conversation history will be permanently lost.
"Chat Settings" Tab¶
| Parameter | Description |
|---|---|
| Response Delay | Delay before responding (in seconds). Useful when customers send multiple messages in a row — the agent will wait and process all messages together in the given channel. Default: 0 |
| Trigger Word | A trigger word to activate the agent in group chats (e.g., /bot). The agent will only respond to messages starting with this word. If left empty, the agent will respond to every message |
Using in Groups
The trigger word is especially useful in group chats to prevent the agent from reacting to every message. Learn more in the Using in Groups section.
"Webhook Settings" Tab¶
| Parameter | Description |
|---|---|
| Webhook URL | Server address for processing event notifications |
| Webhook Token | Secret token for request authentication. Passed in the x-cavuer-api-key header |
Chat Interface¶
Click the "Open Interface" button in the upper right corner of the channel page to view conversations.
Here you can:
- View all active and completed conversations
- Search through conversations
- Monitor agent responses
- Write in chats on behalf of the connected agent
Next Steps
Test the agent and channel after setup. We recommend checking out the additional resources:
- Using in Groups — how the agent works in group chats
- Knowledge Base — uploading documentation for accurate responses
- Dashboard — full description of all sections