How to use Agent Builder

You will learn

What Agent Builder is and how to start using it. The short version: it’s an AI agent highly trained for Customer Agent that lives in the right sidebar of the Customer Agent interface — simply tell it what you need to do (or ask it what you should do if you’re not sure) and it will help you identify, plan, and implement the work.

Note: Agent Builder is currently in beta. Some capabilities are still being expanded.

What Agent Builder is

Agent Builder is a chat-based AI assistant that lives in the right sidebar of Customer Agent — available on every page (Analytics, Guidance, Content, Skills, Tools, channel settings). Describe what you want and Agent Builder helps you build, edit, or troubleshoot your agent.

The sidebar has two tabs at the top:

• Build — Agent Builder. Describe what you want; it proposes the change.
• Preview — the test sidebar. Talk to your agent the way a shopper would, to see how it responds.

Just send it a message

The fastest way to get started is to type anything into the Describe what to build… box at the bottom of the Build tab.

Not sure where to start? Ask Agent Builder what it can do. Something like “What can you help me with?” will get you a tour of what it knows how to do for your agent.

Or click one of the starter prompts:

• Let’s build a skill — walks you through creating a new skill end-to-end
• How do tools work? — a conceptual explainer with examples
• Adjust my agent’s tone — opens a guided edit of your tone of voice

A few other examples:

• “Add a skill that handles questions about our loyalty program.”
• “Add an escalation rule for any mention of allergies.”
• “My agent keeps responding too formally — make it more playful.”
• “Add a communication style rule that keeps responses under three sentences.”

You don’t need to phrase anything a special way. Plain English works.

What happens after you send a message

1. Agent Builder responds — it asks clarifying questions or proposes a plan.
2. You confirm or adjust in plain language.
3. Agent Builder makes the change and shows you exactly what it did.

Nothing ships without your approval. You can always undo a change by asking Agent Builder to revert it or by editing in the UI directly.

FAQ

Is Agent Builder the same as testing the agent?

No, but they live in the same sidebar. The Build tab is Agent Builder — it changes your agent. The Preview tab is the test sidebar — it lets you talk to your agent the way a shopper would. Toggle between them at the top of the panel.

What can Agent Builder do?

Ask it. “What can you help me with?” will get a real-time answer covering the latest capabilities. Channel setup and turning channels on or off still happen in the UI.

Will Agent Builder ship changes without my approval?

No. Every write is gated by your confirmation in the chat.

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