# Agent Bots

Agent bots help automate support work by replying, collecting information, or routing conversations before a human agent takes over. Use them for repeatable interactions where the next step is predictable.

## When To Use An Agent Bot

Good use cases:

* Collect order numbers.
* Ask for account email or product details.
* Route conversations by topic.
* Answer simple questions from approved knowledge.
* Hand off to the right team with context.

Do not use a bot when the customer needs judgment, negotiation, sensitive handling, or an exception decision.

## Setup Flow

Go to **Settings -> Agent Bots**.

1. Create or connect the bot.
2. Define what the bot should do.
3. Choose the inboxes where it can operate.
4. Test with internal conversations.
5. Monitor handoff quality after launch.

## Handoff Standard

A bot should never leave an agent guessing. When handing off, it should provide the information it collected and the reason for escalation.

## Quality Checks

Before launch:

* Test happy-path conversations.
* Test unclear customer replies.
* Test opt-out or agent handoff.
* Confirm the bot does not answer outside its scope.
* Confirm the customer knows when a human will respond.

## Improvement Loop

Review bot conversations weekly. Look for repeated handoffs, customer confusion, and missing knowledge. Improve the bot only from real support patterns, not guesses.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://developers.easydesk.live/agent-bots.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.