> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/ai-configuration/agents/built-in-agents.md). # 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](/docs/integrations/helpdesk.md) 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](/docs/ai-configuration/tuning/guidelines.md) 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](/docs/integrations/ecommerce.md) **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](/docs/integrations/ecommerce.md) 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](/docs/integrations/ecommerce.md) **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](/docs/integrations/ecommerce.md) 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](/docs/integrations/marketing.md) (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](/docs/integrations/ecommerce.md) > 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](/docs/integrations/ecommerce.md) > 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](/docs/integrations/ecommerce.md) > 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](/docs/integrations/ecommerce.md) > 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](/docs/features/chat-widget/suggested-questions.md) for a full overview of the feature. ## Voice AI Agents These agents power [Voice AI](/docs/features/voice-ai.md) 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](/docs/features/voice-ai.md) 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](/docs/ai-configuration/tuning/guidelines.md) 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](#human-transfer-agent). **Requires:** [Voice AI](/docs/features/voice-ai.md) 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](/docs/ai-configuration/tuning/guidelines.md). 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.