Create an Agent - Kore.ai Docs

An agent is a configurable, goal-driven AI component that understands user input, reasons using context, and takes action by invoking tools or delegating tasks to other agents. Each agent has four core components:

Component	Purpose
Scope	Defines what tasks the agent is responsible for
Instructions	Governs how the agent behaves and responds
Tools	Enables the agent to take actions and retrieve data
Knowledge	Provides context for accurate, grounded responses

╭────────────────────────────╮ ─┐ │ Agent Name │ │ Used by the ╰────────────────────────────╯ ├─ Orchestrator to │ │ select the agent ╭────────────────────────────╮ │ │ Agent Description │ │ ╰────────────────────────────╯ ─┘ │ ╭────────────────────────────╮ ─┐ │ Agent Definition │ │ Help in defining the │ · Scope │ ├─ capabilities of the │ · Instructions │ │ agent to reason, ╰────────────────────────────╯ │ plan and execute tasks │ │ ╭────────────────────────────╮ │ │ Agent Tools │ │ ╰────────────────────────────╯ ─┘

Before You Begin

Create an Agentic App. Agents must be associated with an app and can’t exist independently. See Create an Agentic App.
Configure an AI model with tool-calling support. The Platform supports OpenAI, Gemini, Anthropic, and Azure OpenAI. See Add an External Model.
Verify your role. You need App Owner or App Developer access. Viewers can’t create agents.

Choosing How to Create an Agent

Option	When to use	What you configure
From Scratch	You want full control over all settings	Profile, instructions, tools, and knowledge
Connect External Agent	You have an agent hosted elsewhere	Connection details only
From Marketplace	You want a preconfigured, ready-to-use agent	Minimal edits required

To start: Open your agentic app → Agents section → + New Agent.

Step 1: Define the Agent Profile

The agent profile establishes the agent’s identity and purpose. The orchestrator uses it to identify the most suitable agent for each incoming task.

Name

Choose a descriptive name that reflects the agent’s function.

Good                          Avoid
────                       ─────
Order Support Agent           Agent 1
Billing Assistant             Helper
Travel Booking Specialist     Bot

Description

Write a description that tells the orchestrator when to route requests to this agent. Be specific about capabilities.

Good:  Handles customer inquiries about order status, shipping updates,
       delivery modifications, and order cancellations. Can look up
       orders by order number, email, or phone number.

Weak:  Helps with orders.

AI Model

Select the model that powers this agent’s reasoning.

Use case	Recommended model
Complex reasoning	GPT-4, Claude 3 Opus
Fast responses	GPT-3.5-turbo, Claude 3 Haiku
Code generation	GPT-4, specialized code models
Cost-sensitive tasks	Smaller models

Context Window

Set how many conversation messages the agent retains. Higher limits provide more context but increase token usage.

Messages	Use case
25	Simple Q&A, transactional tasks
50	Standard conversations (default)
100	Multi-step processes
200	Complex, long-running workflows

Step 2: Configure Agent Definition

The agent definition is the system prompt. It describes the agent’s role, the tasks it can perform, and the rules it must follow. Well-structured instructions ensure the agent responds consistently and follows expected workflows.

Structure

## Role
Who is this agent and what is their purpose?

## Guidelines
How should the agent behave?

## Response Format
How should responses be structured?

## Constraints
What should the agent never do?

## Examples (optional)
Concrete examples of good responses.

Writing Effective Instructions

Define a specific role:

# Too vague
You are a helpful assistant.

# Better
You are a product specialist who helps customers find the right
products based on their needs and budget.

Include scope boundaries:

### Out of Scope
- Payment processing and refunds (→ Billing Agent)
- Product recommendations (→ Sales Agent)
- Technical product support (→ Tech Support Agent)

Set clear constraints:

## Constraints

Never:
- Share or confirm full credit card numbers
- Make promises about timelines you can't guarantee
- Engage with abusive or threatening language
- Make up information when you don't know the answer

Specify response format:

## Response Format
- Simple questions: answer in 1-2 sentences
- Process explanations: use numbered steps
- Multiple options: use bullet points

Complete Example

## Role
You are a customer support agent for CloudStore, an online electronics
retailer. Help customers with orders, returns, and product questions
with a friendly, efficient approach.

## Guidelines

### Communication
- Be concise—aim for 2-3 sentences when possible
- Use a warm but professional tone
- Match technical depth to the customer's level

### Order Inquiries
- Always look up the order first
- Provide status, tracking, and expected delivery
- Proactively mention any delays or issues

### Returns and Refunds
- Explain the policy clearly (30 days, original condition)
- Guide through the return process step-by-step
- Offer exchanges as an alternative when appropriate

## Response Format
- Simple questions: 1-2 sentence answers
- Process explanations: numbered steps
- Multiple options: bullet points

## Constraints

Never:
- Share full payment details
- Promise delivery dates not confirmed by tracking
- Process refunds over $500 without supervisor approval

## Escalation Triggers

Transfer to a human agent when:
- Customer explicitly requests it
- Issue involves disputes over $500
- Customer expresses significant frustration

Step 3: Add Tools

Tools are the functional extensions of an agent’s intelligence. They enable agents to fetch data from external systems, create or update records, and trigger workflows or APIs. Agent Platform supports three tool types:

Workflow Tools — Trigger automated workflows
Code Tools — Execute custom logic
MCP Tools — Connect via the Model Context Protocol

Adding a Tool

In agent configuration, go to Tools → + Add Tool
Choose Create new to build a tool, or Import existing to reuse one from the library
Configure the tool with a clear name, description, and parameter definitions

The description is used by the LLM to decide when and how to call the tool—write it carefully.

name: get_order_status
description: |
  Retrieves the current status of a customer order including
  shipping details, estimated delivery, and tracking number.

parameters:
  order_id:
    type: string
    description: The unique order identifier (for example, ORD-12345)
    required: true

Step 4: Add Knowledge

Link knowledge sources to enable RAG-based responses. The Platform uses the Search AI application to search across enterprise knowledge bases, document repositories, FAQs, and external systems. You can connect one or more Search AI applications from the same workspace.

Connecting Knowledge

In agent configuration, go to Knowledge → + Connect Knowledge
Select an existing Search AI application or create a new one

Supported Sources

Source	Best for
Documents	Policies, guides, FAQs
Web crawler	Website content, help centers
Confluence	Internal documentation
SharePoint	Enterprise content
Custom API	Dynamic data sources

Step 5: Configure Delegation Logic

Applies to: Apps using the Adaptive Network orchestration pattern only. Delegation rules define how this agent routes or hands off a user query to another agent within the application. These rules determine which agent is best suited to handle specific intents, tasks, or contexts. If the app uses any other orchestration pattern, delegation configuration isn’t required and won’t be available in the UI.

Test and Deploy

Test the Agent

Click Test in the agent toolbar
Run conversations covering:

Scenario	What to verify
Happy path	Standard requests the agent handles correctly
Edge cases	Invalid inputs, missing information, ambiguous requests
Boundary cases	Requests outside the agent’s defined scope
Error cases	Tool failures, escalation triggers

Deploy

Click Save to preserve your configuration
Run Diagnostics to validate all dependencies are properly configured
Publish the app to make the agent live

Agent Types by Use Case

Type	Scope	Tools	Knowledge
Customer Service	Order tracking, returns, product questions	CRM lookup, order management, ticketing	FAQs, product docs, policies
Sales	Product recommendations, pricing, checkout	Product search, cart management, payment	Catalog, pricing, promotions
HR / Employee	Leave requests, benefits, IT support	HR systems, ticket creation, knowledge search	HR policies, IT guides, company wiki
Process	Document processing, approvals, data entry	Document extraction, workflow triggers, database updates	Process docs, compliance rules

​Before You Begin

​Choosing How to Create an Agent

​Step 1: Define the Agent Profile

​Name

​Description

​AI Model

​Context Window

​Step 2: Configure Agent Definition

​Structure

​Writing Effective Instructions

​Complete Example

​Step 3: Add Tools

​Adding a Tool

​Step 4: Add Knowledge

​Connecting Knowledge

​Supported Sources

​Step 5: Configure Delegation Logic

​Test and Deploy

​Test the Agent

​Deploy

​Agent Types by Use Case