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Give Community Agents useful knowledge and clear controls
An agent’s replies depend on the information and instructions you provide. Start with current resources and a clear job, then preview the kinds of questions your members ask.
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Build a small, reliable knowledge set
Begin with your getting-started guide, frequently asked questions, course resources, and current offer details. Remove contradictory versions of policies or pricing. Tell the agent which source is authoritative when similar resources disagree.
The recorded demo describes FAQs, collections, documents, and community history. Use the knowledge options available in your workspace, and review what is synced before enabling replies. Avoid relying on the agent to infer private policies from incomplete conversations.
Define the job and escalation boundary
Explain who the agent helps, what it may answer, and when your team should respond. A welcome identity and a support identity may need different instructions. Keep refunds, access changes, and account-specific commitments with the responsible person.
Preview difficult questions
- Ask a question with a clear answer in the knowledge. Check the answer and linked resource.
- Ask an ambiguous question. Check whether the response asks for useful clarification.
- Ask about something absent from the knowledge. Check whether the agent avoids inventing a policy or promise.
- Ask about a member’s interest in your offer. Check the conversation context before treating it as a sales opportunity.
Choose what the agent may do
| Activity | Control |
|---|---|
| Replies to posts, comments, and direct messages | Configure allowed actions and scope; preview replies before enabling. |
| Post reactions | Optional; off by default. Choose the reaction behavior intentionally. |
| Creating posts | A manual action. |
| Member Insights follow-up | A person reviews the evidence and decides whether to contact the member. |
| AI disclosure | Enabled by default; keep it on and identify the community profile as AI. |
Review and improve after launch
Start with a narrow channel scope. Review actual replies for factual accuracy, tone, and helpful links. Update the knowledge when your resources or policies change, then preview those questions again. Review your schedule, limits, and AI allowance alongside activity.
Next: set up your agent or review member insights.