Agents
Agents are specialized AI behaviors that handle specific types of customer interactions. Rather than using a single AI personality for all conversations, Alhena AI uses a multi-agent system where different agents handle different aspects of the customer experience.
How Agents Work
When a customer sends a message, Alhena's planner analyzes the request and routes it to the most appropriate agent. Each agent has its own expertise, tools, and guidelines that help it handle specific types of queries effectively.
For example:
A question about product recommendations routes to the Product Expert Agent
A request to check an order status routes to the Order Management Agent
A general support question routes to the General Support Agent
This routing happens automatically behind the scenes, creating a seamless experience for customers while ensuring each query is handled by the most capable agent.
Managing Agents
You can view and configure agents in the AI Settings tab of your Alhena dashboard. The Agents section shows all available agents for your account, including:
Built-in agents - Pre-configured agents that come with Alhena (some always active, others require integrations)
Custom agents - Agents you create for your specific business needs
Each agent card displays its name, description, and current status. Click on any agent to view its configuration and assigned guidelines.
Agent Requirements
Some built-in agents require specific integrations to be enabled:
Product Expert Agent
E-commerce integration (Shopify, WooCommerce, etc.)
Order Management Agent
E-commerce integration or Ship24
Lead Generation Agent
HubSpot or Klaviyo
Outfit Builder Agent
E-commerce integration
Agents that require integrations will appear grayed out until the necessary integration is configured.
Learn More
Built-in Agents - Reference for all pre-configured agents
Custom Agents - How to create agents for your specific needs
Agent Tools - Tools that extend agent capabilities
Guidelines - Configure agent behavior with guidelines
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