---
title: "Create an AI agent and feed it sources"
description: "Set up an AI agent in the console, load knowledge sources into it, try a question against it, then link it to the channel you want it answering on."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/quan-tri/ai-agent"
---

An AI agent answers on the channels you link it to, drawing on the knowledge
sources you load. This page creates one and puts it to work.

## Goal [#goal]

An agent exists, holds indexed sources, answers a test question, and is linked
to the channel you chose.

## Before you begin [#before-you-begin]

* You need the **administrator** role; an agent sees the list but gets no create or delete controls.
* The deployment must already hold a model provider key in the api-engine environment. The console offers no field for one.
* Something to load: a web address, or a passage of text you paste in.
* The channel the agent will answer on has to exist — see [Shared inboxes and channels](/en/khai-niem/inbox-va-kenh).

## Steps [#steps]

1. Open **Administration** → **AI Agents**. The agent list appears with a **New
   agent** button at the top right.
2. Press **New agent**. A **New AI agent** card opens under the heading.

   ![The New AI agent form with Name, System prompt, Provider and Model fields, a Response style select, and the checkbox restricting answers to indexed sources](https://helpdesk-docs.svr1.feedapp.click/images/docs/quan-tri/ai-agent/01-tao-ai-agent.en.webp)

   *The agent creation form. The checkbox at the foot decides whether it may speak beyond its sources.*
3. Fill in **Name** and **System prompt**. The prompt is the standing description
   of the role the agent carries into every answer.
4. Pick a **Provider** and check the **Model** box. Changing provider rewrites the
   model name with a default, but the box stays free text.
5. Pick a **Response style** from the three: **Analytical (lowest temp)**,
   **Balanced**, or **Creative (highest temp)**.
6. Keep or clear **Restrict answers to indexed sources only**. Cleared, the agent
   may answer beyond what its sources contain.
7. Press **Create agent**, then open the new agent with the gear button. It lands
   on the **Sources** tab.
8. Press **Add source** to open the form, set a **Name**, pick **Plain text** or
   **URL (web scrape)** as the **Type**, and press **Add source** again to save.
   Wait for the source to reach **Indexed**.
9. Move to **Test prompt**, type a question and press **Run test**. When the answer
   satisfies you, move to **Channels**, pick one under **Add channel** and press
   **Link**.

## Verify [#verify]

On the **Sources** tab the source you added carries the **Indexed** label rather
than **Pending** or **Failed**. The **Test prompt** tab returns an answer with a
token count and a latency beside it. Finally, send a test message from the
linked channel and watch whether the agent answers in the conversation queue.
The **Response logs** tab records every answer it gives.

> **Once created, an agent cannot be edited here:** The console has no screen for editing an agent that already exists. The name,
> **System prompt**, **Provider**, **Model**, **Response style** and the source
> restriction are set once, at creation. To change any of them you delete the
> agent and build it again, losing its knowledge sources with it. An hourly
> answer cap and a handoff behaviour are real fields in the data, and the
> console offers no control that sets either.

> **The agent stands aside for a person:** The hint on the **Channels** tab states it: the bot skips a conversation that
> already has a human assignee. Taking a conversation for yourself is therefore
> the reliable way to stop the agent joining in on it.

## Troubleshooting [#troubleshooting]

| Symptom                                      | Cause                                                                        | What to do                                                                                                       |
| -------------------------------------------- | ---------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- |
| A source sits at **Pending** for a long time | The background worker is not running, so nothing indexes it                  | Check the `AI Source Processing` queue in [Watch and retry the background job queue](/en/quan-tri/cong-viec-nen) |
| A source turns **Failed**                    | The URL would not load, or the site refuses scrapers                         | Press **Reindex**, or paste the content as **Plain text** instead                                                |
| **Run test** returns a provider error        | A wrong API key, an exhausted quota, or a **Model** name that does not exist | Ask whoever runs the deployment about the key; a model name change needs a new agent                             |
| The agent stays silent on a linked channel   | That conversation already has an assignee                                    | Unassign it and try again, or test on a fresh conversation                                                       |
| The agent answers off topic                  | The source restriction checkbox was left clear                               | Rebuild the agent with it ticked, then load the sources again                                                    |

## Next steps [#next-steps]

* [Watch and retry the background job queue](/en/quan-tri/cong-viec-nen)
* [Shared inboxes and channels](/en/khai-niem/inbox-va-kenh)
* [Grant per-feature permissions to a group](/en/quan-tri/phan-quyen)