دليل المنتج
وكلاء الذكاء الاصطناعي
Create and configure AI agent personas with prompts, guidelines, timing controls, sub-agent instructions, and response formatting.
AI Agents
Purpose
AI Agents are the personas behind SkyLight Chat's automated responses. Each agent has its own personality, instructions, and behavior settings. You can create multiple agents for different purposes — sales, support, booking — and assign them to contacts or channels.
Who Can Access
| Requirement | Details |
|---|---|
| Permission | manage_ai_writer |
| Plan | Pro or higher with AI features |
| Role | Admin or Agent with permission |
Prerequisites
- Pro plan or higher with AI features
manage_ai_writerpermission- Knowledge Base with content (recommended for best results)
Full Walkthrough
Creating an AI Agent
- Click + Create Agent
- Fill in the Basic Information:
- Name — Internal identifier (e.g., "Sales Assistant")
- System Prompt — Core instructions (see below)
- Configure Personality & Style:
- Personality Prompt — Tone and character description
- Instruction Prompt — Task-specific guidelines
- Set Response Guidelines:
- Language preference
- Tone (formal/casual)
- Maximum length
- Configure Sub-Agent Instructions (optional):
- Booking agent instructions
- Memory agent instructions
- Set Timing & Behavior:
- First contact wait time
- In-conversation wait time
- Conversation window
- Click Create Agent
Writing the System Prompt
The system prompt is the core instruction set. It should include:
- Who the agent is
- What company/brand it represents
- What it can and cannot do
- Key policies or constraints
Example system prompt:
You are a helpful sales assistant for Nakheel Trading, a premium date fruit retailer in Saudi Arabia.
Your role:
- Answer questions about our products, pricing, and availability
- Help customers find the right products for their needs
- Provide information about shipping and delivery
- Direct complex inquiries to human support
Guidelines:
- Always be polite and professional
- Use the customer's name when known
- Never make up information — if unsure, offer to connect with support
- Respect customer privacy — never ask for sensitive information
Configuring the Personality Prompt
The personality prompt shapes how the agent communicates:
Example personality prompt:
Friendly, warm, and genuinely helpful. Speak as if you're a knowledgeable shop assistant who loves what they sell. Use the customer's first name when available. Express enthusiasm about products without being pushy. End interactions by asking if there's anything else you can help with.
Setting Instruction Prompts
Task-specific instructions for particular scenarios:
Example instruction prompt:
When discussing products:
- Always mention the origin and quality grade
- Offer the premium option first, then alternatives
- If asking about bulk orders, mention our wholesale pricing
- For gift options, suggest our presentation boxes
When the customer seems ready to buy:
- Provide the product link or ordering instructions
- Mention current promotions if applicable
- Offer to answer any final questions
Configuring Sub-Agent Instructions
Booking Agent Instructions
If you use the booking feature, provide guidance:
When handling bookings:
- Always ask for the preferred date and time first
- Confirm the customer's location for in-person appointments
- For vehicle services, request a photo of the vehicle
- Collect phone number for confirmation SMS
- Double-check time zone if customer seems international
Memory Agent Instructions
Control what the AI remembers about contacts:
Remember about each customer:
- Their preferred products and past purchases
- Preferred contact time (morning/afternoon/evening)
- Any dietary restrictions or preferences mentioned
- Special occasions (birthdays, anniversaries) they share
Segment customers:
- Tag as "VIP" after 3+ orders
- Tag as "Wholesale" if inquiring about bulk
- Tag as "International" if outside Saudi Arabia
Setting Response Guidelines
Configure response formatting:
| Setting | Options | Description |
|---|---|---|
| Language | Arabic, English, Auto | Response language |
| Tone | Formal, Casual, Professional | Communication style |
| Max Length | 1-5 sentences, Unlimited | Response brevity |
| Style | Conversational, Informative, Sales | Overall approach |
Configuring Timing
Control response timing to feel natural:
| Setting | Default | Range | Description |
|---|---|---|---|
| First Contact Wait | 60 seconds | 0-300s | Delay before first reply |
| In-Conversation Wait | 2 seconds | 0-30s | Delay between messages |
| Conversation Window | 20 minutes | 5-60m | Inactivity before "new" conversation |
Timing delays make AI responses feel more natural and give customers time to send follow-up messages.
Setting an Agent as Default
The default agent handles all new conversations:
- Open the agent you want as default
- Click Set as Default or toggle the Default switch
- Confirm the change
- Previous default agent loses the flag
Testing an Agent
Preview how the agent responds:
- Open the agent settings
- Click Test Agent or Preview
- Enter a sample customer message
- View the AI's response
- Adjust prompts as needed
Field & Control Glossary
Basic Information
| Field | Type | Required | Description |
|---|---|---|---|
| Name | Text | Yes | Internal display name (max 255 chars) |
| System Prompt | Textarea | Yes | Core AI instructions |
| Is Active | Toggle | No | Whether agent can be used |
| Is Default | Toggle | No | Assign to new contacts automatically |
Prompt Fields
| Field | Type | Required | Description |
|---|---|---|---|
| System Prompt | Textarea | Yes | Foundation instructions |
| Instruction Prompt | Textarea | No | Task-specific guidelines |
| Personality Prompt | Textarea | No | Tone and character |
| Booking Agent Instructions | Textarea | No | Rules for booking sub-agent |
| Memory Agent Instructions | Textarea | No | Rules for memory/segmentation |
Response Guidelines
| Field | Type | Options | Default |
|---|---|---|---|
| Language | Dropdown | Arabic, English, Auto | Auto |
| Tone | Dropdown | Formal, Casual, Professional | Professional |
| Max Length | Dropdown | 1-5 sentences, Unlimited | 3 sentences |
| Style | Dropdown | Conversational, Informative, Sales | Conversational |
Timing Settings
| Field | Type | Range | Default |
|---|---|---|---|
| First Contact Wait | Number | 0-300 seconds | 60s |
| In-Conversation Wait | Number | 0-30 seconds | 2s |
| Conversation Window | Number | 5-60 minutes | 20m |
| Reactions Enabled | Toggle | On/Off | Off |
Statuses & Badges
Agent Status
| Status | Badge | Meaning |
|---|---|---|
| Active | 🟢 Green | Agent can respond to messages |
| Inactive | ⚪ Gray | Agent is paused/disabled |
| Default | ⭐ Star | Assigned to new conversations |
Assignment Status
| Indicator | Meaning |
|---|---|
| Assigned to X contacts | Number of contacts using this agent |
| X conversations today | Activity count |
Nested Screens
Create/Edit Agent Modal
┌─────────────────────────────────────────────────────────────────────────────┐
│ Create AI Agent [X] │
├─────────────────────────────────────────────────────────────────────────────┤
│ │
│ Basic Information │
│ ┌─────────────────────────────────────────────────────────────────────────┐ │
│ │ Name │ │
│ │ [Sales Assistant ]│ │
│ └─────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌─────────────────────────────────────────────────────────────────────────┐ │
│ │ System Prompt * │ │
│ │ [You are a helpful sales assistant for Nakheel Trading... ]│ │
│ │ [ ]│ │
│ │ [ ]│ │
│ └─────────────────────────────────────────────────────────────────────────┘ │
│ │
│ Personality & Instructions │
│ ┌─────────────────────────────────────────────────────────────────────────┐ │
│ │ Personality Prompt │ │
│ │ [Friendly, warm, and genuinely helpful... ]│ │
│ └─────────────────────────────────────────────────────────────────────────┘ │
│ │
│ ┌─────────────────────────────────────────────────────────────────────────┐ │
│ │ Instruction Prompt │ │
│ │ [When discussing products: Always mention origin... ]│ │
│ └─────────────────────────────────────────────────────────────────────────┘ │
│ │
│ [▼ Sub-Agent Instructions] [▼ Response Guidelines] [▼ Timing] │
│ │
│ [Cancel] [Create Agent] │
└─────────────────────────────────────────────────────────────────────────────┘
Test Agent Panel
┌─────────────────────────────────────────────────────────────────┐
│ Test Agent: Sales Assistant [X] │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Enter a test message: │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ What dates do you have in stock? │ │
│ └─────────────────────────────────────────────────────────────┘ │
│ [Test Response] │
│ │
│ Agent Response: │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ Hello! We have a wonderful selection of premium dates │ │
│ │ currently in stock. Our most popular varieties are: │ │
│ │ │ │
│ │ • Sukkari dates from Al-Qassim (sweet, soft) │ │
│ │ • Ajwa dates from Madinah (rich, slightly firm) │ │
│ │ • Medjool dates (large, caramel-like) │ │
│ │ │ │
│ │ Would you like details on any specific variety? │ │
│ └─────────────────────────────────────────────────────────────┘ │
│ │
│ Response time: 1.2s • Tokens: 87 │
│ │
└─────────────────────────────────────────────────────────────────┘
How It Connects
| Feature | Relationship |
|---|---|
| Knowledge Base | Agents use KB for response grounding |
| Inbox | Agent assignment shows in conversation |
| Contacts | Contacts can have assigned agent |
| Channels | Default agent per channel configurable |
| Bookings | Booking sub-agent handles scheduling |
| Memory | Memory sub-agent manages contact info |
Limits & Plan Behavior
Plan Limits
| Aspect | Pro | Business | Enterprise |
|---|---|---|---|
| AI Agents | 3 | 10 | Unlimited |
| System prompt length | 4,000 chars | 8,000 chars | 16,000 chars |
| Custom guidelines | ✓ | ✓ | ✓ |
| Sub-agent instructions | ✓ | ✓ | ✓ |
| Advanced timing | — | ✓ | ✓ |
What Happens at Limit
When you reach the agent limit:
- + Create Agent button is disabled
- Banner shows: "Agent limit reached. Upgrade to create more."
- Existing agents can still be edited
- Delete unused agents to free up slots
Troubleshooting
Agent Not Responding
Symptoms: AI doesn't reply to messages
Solutions:
- Verify agent status is Active
- Check AI auto-reply is enabled (channel settings)
- Ensure agent is assigned to contact or is default
- Verify Knowledge Base has relevant content
- Check timing settings aren't causing excessive delay
Responses Are Off-Topic
Symptoms: Agent gives irrelevant answers
Solutions:
- Review and refine system prompt
- Add more specific instruction prompts
- Ensure Knowledge Base covers the topic
- Add constraints for what agent should NOT discuss
- Test with the Preview feature
Responses Too Long/Short
Symptoms: Answers don't match desired length
Solutions:
- Adjust Max Length in response guidelines
- Add length instructions in system prompt
- Example: "Keep responses under 3 sentences"
Agent Sounds Wrong
Symptoms: Tone doesn't match brand
Solutions:
- Refine the personality prompt
- Add specific tone words and examples
- Include sample phrases the agent should use
- Specify what to avoid ("Never use slang")
Timing Feels Unnatural
Symptoms: Replies too fast or slow
Solutions:
- Adjust First Contact Wait for initial replies
- Modify In-Conversation Wait for flow
- Consider 30-60s for first contact
- Use 2-5s for ongoing conversation
Cannot Set as Default
Symptoms: Default toggle doesn't work
Solutions:
- Ensure agent is set to Active first
- Only one agent can be default
- The previous default is automatically unset
Best Practices
Prompt Engineering
- Start with clear role definition
- Include specific do's and don'ts
- Provide example scenarios and responses
- Test extensively before deploying
Managing Multiple Agents
- Create specialized agents for different purposes
- Use descriptive names (Sales, Support, Booking)
- Keep only relevant agents active
- Review and update prompts regularly
Testing Strategy
- Test common customer questions
- Test edge cases and unusual requests
- Test in both Arabic and English if bilingual
- Test handoff scenarios
- Review actual conversation logs
Timing Optimization
- First contact: 30-60 seconds feels thoughtful
- In-conversation: 2-5 seconds feels natural
- Avoid instant replies (feels robotic)
- Avoid long delays (frustrates customers)
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