Built-in Agents
Alhena AI includes several pre-configured agents that handle common customer support scenarios. Some agents are always active, while others require specific integrations to enable.
Always Active Agents
These agents are enabled by default and cannot be disabled. They form the foundation of your AI support experience.
General Support Agent
The General Support Agent handles general customer queries by searching your knowledge base. It answers questions based on the documentation, FAQs, and other content you've trained Alhena on.
Capabilities:
Searches knowledge base for relevant information
Provides accurate answers based on trained content
Asks clarifying questions when queries are ambiguous
Cites sources when appropriate
This agent handles any query that doesn't match a more specialized agent's domain.
Human Transfer Agent
The Human Transfer Agent manages handoffs to human support representatives. It activates when customers explicitly request human assistance or when configured triggers are met.
Capabilities:
Recognizes requests for human support
Initiates transfer to configured helpdesk platform
Provides context to human agents about the conversation
Handles transfers gracefully with appropriate messaging
Requires a helpdesk integration to complete transfers.
Refusal Agent
The Refusal Agent handles situations where the AI should decline to answer a query, such as off-topic questions, inappropriate requests, or queries outside your defined scope. It ensures the AI responds gracefully when it should not provide an answer.
Capabilities:
Declines off-topic or out-of-scope queries with appropriate messaging
Handles inappropriate or unsupported requests
Can be customized with Guidelines to define specific refusal behavior
By default, the Refusal Agent is not visible in the dashboard. Contact Alhena support if you need to customize its behavior for your account.
Integration-Dependent Agents
These agents provide enhanced functionality but require specific integrations to be configured.
Product Expert Agent
The Product Expert Agent provides detailed product information and personalized recommendations. It can access your product catalog to help customers find the right products for their needs.
Requires: E-commerce integration
Capabilities:
Provides detailed product specifications
Compares products based on customer criteria
Suggests alternatives when products are unavailable
Answers questions about inventory, sizing, and materials
Sizing Assistant Agent
The Sizing Assistant Agent helps customers find the right size by collecting the measurements an item needs and matching them against your brand's size charts.
Requires: E-commerce integration with size-chart data
Capabilities:
Asks for the measurements relevant to the product (for example height, weight, or foot length)
Matches those measurements to your brand's size charts
Recommends a specific size with a short explanation
Asks a follow-up question when the answer is between two sizes
Order Management Agent
The Order Management Agent helps customers track orders, check delivery status, and get information about their purchases.
Requires: E-commerce integration
Capabilities:
Looks up order status by order number or email
Provides tracking information and delivery estimates
Answers questions about shipping and fulfillment
Handles inquiries about returns and exchanges
Return Management Agent
The Return Management Agent walks customers through returns and exchanges — checking whether an item qualifies, starting the return, and reporting refund status.
Requires: E-commerce integration with returns enabled (for example Loop)
Capabilities:
Checks return and refund eligibility against your policy
Starts a return or exchange for an eligible order
Reports the status of an in-progress refund
Explains your return policy in plain language
Lead Generation Agent
The Lead Generation Agent captures customer information and adds leads to your marketing, CRM, or customer data platform. It can collect contact details through natural conversation.
Requires: Lead generation integration (HubSpot, Klaviyo, or mParticle CDP)
Capabilities:
Collects customer email addresses and contact information
Captures preferences and interests
Syncs lead data to your marketing platform
Subscribes customers to newsletters and lists
Outfit Builder Agent
The Outfit Builder Agent provides styling suggestions and helps customers put together complete looks from your product catalog.
Requires: E-commerce integration
Contact the Alhena team to enable this agent for your account.
Capabilities:
Suggests coordinating items based on customer selections
Creates complete outfit recommendations
Considers style preferences and occasions
Provides visual product suggestions
Virtual Try-On Agent
The Virtual Try-On Agent shows customers how apparel and accessories will look on them. The shopper uploads a photo of themselves, picks an item from your catalog, and Alhena generates a photorealistic image of them wearing it. Generating the image takes about a minute.
Requires: E-commerce integration
Contact the Alhena team to enable this agent for your account.
Capabilities:
Renders catalog products onto a photo the customer uploads of themselves
Works from a full-length or partial photo, and never invents parts of the person it can't see
Handles a range of apparel and accessories
Returns a friendly message if the photo or product can't be used, so the customer can try again
Room Designer Agent
The Room Designer Agent helps customers put together complete, coordinated room sets from your catalog — the home-decor counterpart to the Outfit Builder Agent. When a shopper asks something like "design my living room" or "what goes with this duvet?", it searches across decor categories and presents a few styled looks, each built around a hero piece.
Requires: E-commerce integration
Contact the Alhena team to enable this agent for your account.
Capabilities:
Builds coordinated room sets around an anchor product or a customer's style brief
Suggests complementary items across decor categories — bedding, lighting, rugs, wall art, and accessories
Presents a few distinct looks, each with a hero piece and supporting items
Explains why the pieces work together, and asks about style or palette when the request is open-ended
See in Your Room Agent
The See in Your Room Agent shows customers how products will look in their own space — the home-furnishings counterpart to virtual try-on. The shopper uploads a photo of their room, picks one or more items from your catalog, and Alhena generates a photorealistic image of those products placed in the room. Generating the image takes about a minute.
Requires: E-commerce integration
Contact the Alhena team to enable this agent for your account.
Capabilities:
Places selected products into a photo of the customer's actual room
Works with a single item or a full room set in one image
Accepts either a wide shot of the room or a close-up of the spot where the item will go
Returns a friendly message if the photo or product can't be used, so the customer can try again
Send Transcript Agent
The Send Transcript Agent emails customers a copy of their chat when they ask for one.
Capabilities:
Recognizes when a customer asks for a copy of the conversation
Collects the customer's email address if it isn't already known
Sends the conversation transcript by email
Suggested Questions Agent
The Suggested Questions Agent generates contextual follow-up questions during conversations. When enabled, it analyzes the current conversation and suggests relevant questions that help guide customers toward the information they need.
Capabilities:
Generates relevant follow-up questions based on conversation context
Displays suggested questions in real time via WebSocket
Helps customers explore related topics and find answers faster
Questions are styled according to your widget's suggested questions settings
This agent can be enabled or disabled from the Agents page. It does not support custom tools. To customize the appearance of suggested questions in the chat widget, navigate to Integrations > Website > Configure Settings and open the Suggested Questions Settings section. See Suggested Questions for a full overview of the feature.
Voice AI Agents
These agents power Voice AI conversations. They appear in a separate Voice AI Agents group on the Agents page once Voice AI is enabled for your account, and like the foundational agents they're always active and cannot be disabled. Each links to Settings > Integrations > Voice AI, where you configure your phone number, voice, and call handling.
Voice AI Agent
The Voice AI Agent handles voice conversations over the phone or through the website widget using real-time voice AI. It answers customer questions out loud, drawing on the same knowledge base and guidelines as your text agents.
Requires: Voice AI enabled for your account
Capabilities:
Holds real-time spoken conversations over the phone or website widget
Answers questions using your trained knowledge base
Follows Guidelines scoped to the phone channel
Configurable voice, language, and call handling from Voice AI settings
Voice AI Human Transfer Agent
The Voice AI Human Transfer Agent manages handoff from the voice AI to a human agent for phone calls and website chat. It's the voice counterpart to the Human Transfer Agent.
Requires: Voice AI enabled for your account
Capabilities:
Recognizes when a voice conversation should move to a human
Transfers phone calls and website chats to a human agent
Passes conversation context to the receiving agent
Does not support custom tools
Configuring Built-in Agents
While built-in agents come pre-configured, you can customize their behavior using Guidelines. Assign guidelines to specific agents to:
Modify how they respond in certain situations
Add business-specific rules and policies
Customize their tone for different channels
Set behavior for business hours vs. after hours
Navigate to AI Settings > Agents to view agent details and see which guidelines are assigned to each agent.
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