CAAC now supports creating multiple AI Agents within the same organization, allowing you to configure them separately based on different brands, departments, or service needs.

With this feature, you can complete the full AI Agent setup on your own, including:

Basic settings: Set the AI’s name, self introduction, and AI language (Crescendo AI only).
System prompt: Configure the agent’s tone, conversation mode, and response length, and generate the system prompt.
Integration: Connect Chatbase, OpenAI, or a custom knowledge base. Not required when the agent type is Crescendo AI.
Knowledge base: Manage the knowledge base files and Q&A of a Crescendo AI agent within CAAC.
Handover: Configure when and who the AI hands over conversations to (human agents/teams).
Resolution: Automatically determine when a conversation should be marked as resolved.

This article explains how to create and configure an AI Agent step by step, helping you quickly complete the integration and enable it.

💡 To learn more about CAAC AI Agent features and how to use them, please refer to: Tutorial｜CAAC AI - AI Agent

AI Agent Types

When you create an AI Agent, you select its type. The type determines where the knowledge base is managed and which tabs appear on the settings page.

AI Agent Type	Where the Knowledge Base Is Managed	"Integration" Tab	Where the Reply Language Is Set	How to Configure
Crescendo AI	The "Knowledge base" tab in CAAC	Not shown	"Basic settings"	Tutorials｜CAAC AI - Crescendo AI
Chatbase	Chatbase	Shown	"System prompt"	Tutorials｜CAAC AI - Chatbase Integration
OpenAI	OpenAI	Shown	"System prompt"	Sections 2-2 and 3.2 below
Self-hosted AI	Your own AI service	Shown	"System prompt"	Sections 2.3 and 3.3 below

⚠️ Note
The AI Agent type cannot be changed after creation. To switch to a different integration, create a new AI Agent instead.

Create & Edit AI Agents

1. Basic Settings

On this page, you can configure the basic information of your AI Agent:

AI Avatar: Displayed in the conversation window.
AI Name: You can enter a brand name or character name for easy identification.
AI Introduction: If configured, the AI will automatically send this welcome message when the contact sends a message, as the opening greeting.

When the agent type is Crescendo AI, you can also set the AI reply language on this tab:

AI language: the agent’s default reply language.
Automatically reply in the customer’s language: when selected, the agent replies in the language used by the contact. When the customer’s language cannot be determined, the agent replies in the default language set in "AI language".

For Chatbase, OpenAI, and Self-hosted AI agents, set the reply language in "Default language" on the "System prompt" tab.

⚠️ After updating your settings, remember to click the “Update” button so the system can save your changes.

2. System Prompt

On this page, you can configure the AI Agent’s personality and response style.

Based on the settings you enter on the left, the system will automatically generate a System Prompt template on the right.

How the system prompt takes effect — and whether you can edit it directly — depends on the AI Agent type:

AI Agent Type	How It Takes Effect	Editing the System Prompt Directly
Crescendo AI	Applied to the agent as soon as you click "Update"; no need to copy it into another service.	Supported. See section 2-0 below.
Chatbase	Copy it into Chatbase. See section 2-1 below.	Not supported; generated from the fields on the left.
OpenAI	Copy it into OpenAI. See section 2-2 below.	Not supported; generated from the fields on the left.
Self-hosted AI	Configure it in the format required by your own system. See section 2.3 below.	Not supported; generated from the fields on the left.

For Chatbase, OpenAI, and Self-hosted AI agents, select the reply language in "Default language" on the left; that setting is written into the system prompt on the right.

Interface sections (see the image above):

Section 1: Configure the AI’s personality and conversation approach.
Section 2: Automatically generate the system prompt based on your settings.
Section 3: Preview example responses generated from your settings.

2-0. Editing the System Prompt Directly (Crescendo AI)

When the agent type is Crescendo AI, you can click the system prompt on the right and edit it directly. Once you enter content manually, the section is marked "Manually edited" and the fields on the left are disabled, so field changes cannot overwrite your manual content.

To go back to field-generated content, click "Discard manual content and regenerate from fields", then select "Confirm and regenerate from fields" in the confirmation dialog. Your manual content is cleared and the prompt is regenerated from the fields on the left. This action cannot be undone.

⚠️ Note
Saving does not reset the manual editing state. The fields on the left stay disabled until you discard the manual content yourself.

2-1. How do I add the System Prompt to Chatbase?

If you use Chatbase as your knowledge base, follow the steps below to configure the system prompt.

For other Chatbase settings and feature details, please refer to:

Step 1: In Chatbase, select your AI agent

Step 2: Go to Settings → AI

Step 3: Paste the system prompt copied from CAAC into the corresponding field.

Step 4: Click Save to save the settings.

2-2. How do I add the System Prompt to OpenAI?

Step 1: Go to the OpenAI API Platform → Dashboard → Chat → Select your Agent

Step 2: Paste the system prompt obtained from CAAC into the System message field in OpenAI.

2.3 (Optional) How do I add the System Prompt to a Custom-Built System?

Since each brand’s custom system architecture is different, CAAC cannot provide a universal configuration example.

If needed, we recommend adjusting the setup according to your own system structure and using the CAAC system prompt template as a reference.

3. Integration

On this page, you can configure the integration between the CAAC AI Agent and your knowledge base, so the AI can respond based on your knowledge content.

This tab appears only when the AI Agent type is Chatbase, OpenAI, or Self-hosted AI, and it shows only the service you selected at creation. The knowledge base for Crescendo AI is managed directly on the "Knowledge base" tab in CAAC — see Tutorials｜CAAC AI - Crescendo AI.

3.1 How to Connect Chatbase

Step 1: Get the Agent ID from Chatbase and enter it in CAAC

Go to Chatbase Settings → General, copy the AI Agent ID displayed on the page, and paste it into the corresponding field in CAAC.

Step 2: Get the Chatbase API Key

Click the organization name in the top-left corner of Chatbase.

Go to Workspace Settings → API Keys, and create a new API key.

Copy the API key and paste it into the “API Key” field in CAAC.

For detailed Chatbase setup steps and usage instructions, please refer to: Tutorial｜CAAC AI - Chatbase Knowledge Base

3.2 How to Connect OpenAI

Step 1: Get the Prompt ID from the OpenAI API Platform and enter it in CAAC

Go to the OpenAI API Platform, select your Agent, and copy the Prompt ID.

Step 2: Get the OpenAI API Key and enter it in CAAC

API Keys → Create new secret key

Set Permission to All.

Copy the API key and paste it into CAAC.

3.3 How to Connect Self-hosted AI

Please refer to the API documentation, and enter the required information into CAAC.

4. Automatic Routing & Handover Settings

AI Automatic Routing equips your AI customer service with “smart navigation.” capabilities. Based on the customer’s intent, keywords, or emotional risk detected in the conversation, the system automatically routes the chat to the most appropriate human team or agent, eliminating manual filtering and ensuring the right expert steps in at the right time. <Updated: 2026.03>

🌟 Common Use Cases

Scenario 1: Accurately distinguish between sales and after-sales inquiries. When the AI detects that the customer’s intent is “requesting a quotation,” it automatically routes the conversation to the Sales Team. If the intent is identified as “repair appointment” or “troubleshooting,” it will be routed to the [Technical Support Team].
Scenario 2: Immediate interception of high-risk complaints. When a message contains terms such as “complaint,” “legal action,” or expresses strong dissatisfaction (high risk), the system will bypass the standard flow and prioritize routing the conversation to a Senior Customer Service Manager, along with sending a reassurance message to prevent escalation.

4.1 Primary Routing Rules

These are system-level priority rules. When a contact’s message meets any of the following conditions, the system will prioritize routing and will not evaluate other custom rules:

Negative sentiment or human agent request detected: When the AI detects that the contact’s message includes a “request for a human agent” or expresses “negative sentiment,” the conversation will automatically be handed over to a human agent.
Maximum conversation turns reached: You can set a maximum number of exchanges (e.g., 5 turns). Once the limit is reached, the conversation will automatically be handed over to a human agent to avoid endless loops.

4.2 Additional Routing Conditions (Topics & Keywords)

If you have specific business logic (such as branch locations, products, or VIP teams), you can click the “Create” button to add rules (up to 5 rules).

In custom rules, you can flexibly define trigger conditions:

Automatic Topic Recognition: Select a predefined “AI Topic.” The rule will be triggered when the AI determines that the message intent matches the selected topic. (Reference: Topic Settings Guide )
Keyword Matching: Enter specific keywords. The rule will be triggered when an incoming message contains the specified terms.

⚠️ Rule Evaluation Logic:

“OR” Logic: Within the same rule, “Topic” and “Keyword” operate under an OR condition. If either condition is met, the routing will be triggered.
Uniqueness: Each “Topic” can only be applied to one rule and cannot be reused.
Order = Priority: The system evaluates rules strictly from top to bottom. Once a matching rule is triggered, evaluation stops. It is recommended to drag “high-risk” or “urgent” rules to the top.
“Primary Routing Rules” take precedence over “Additional Routing Rules.”

4.3 Assignment Targets & Handover Notification Message

You can configure different assignment logic and response messages for each rule:

Assignment Targets:
- Round-robin (Online Agents Only): The system will assign conversations only to members whose status is currently “Online.” If no one is online, the conversation will enter an Unassigned state for all members to view.
- Specific Agent: The conversation will be prioritized for the selected agent. If the agent is offline, it will automatically be assigned in a round-robin manner among online members of the same team.
- Specific Team: The conversation will be directly assigned to the selected team, regardless of members’ online status.
Handover Notification Message:
- You can customize the message sent to the customer at the moment of handover (e.g., “Connecting you to a senior consultant, please hold.”). If left blank, the system will complete the routing in the background without sending any message to the customer.

5. Resolve Conversations

After the AI sends its final reply, if the contact does not send any new messages within the configured time period, the system will automatically mark the conversation as “Resolved.”

💡 It is recommended to adjust the time duration based on your service model. For example, real-time customer support may use a shorter duration, while after-sales consultation may use a longer duration.

# Enable & Disable AI Agent

1. Enable AI Agent

After completing the setup, to enable the AI Agent, click the “More” icon → Enable.

⚠️ Note: When the AI Agent is enabled, it cannot be edited. Please disable it first before making any changes.

⚠️ If the AI Agent is not connected to any knowledge base or service (such as OpenAI, Chatbase, or a custom knowledge base), it cannot be successfully enabled. Please complete the integration settings before enabling it.

2. Disable AI Agent

Click the “More” icon → Disable.

⚠️ Before disabling, please confirm whether the AI Agent still has ongoing assigned conversations. After disabling, all assignment actions related to this Agent will stop. However, the AI Agent’s settings and historical data will be retained and can be re-enabled in the future.

FAQs

Q: Can I change the AI Agent type?

A: No. The type is selected when you create the AI Agent and cannot be changed afterwards. To use a different type, create a new AI Agent; the settings, knowledge base, and handover rules of your existing AI Agents are not affected.

Q: How is Crescendo AI different from the other types?

A: Crescendo AI is the AI engine built into CAAC. Its knowledge base is managed directly on the "Knowledge base" tab in CAAC, with no third-party service account or integration required. Basic settings, System prompt, Handover, and Resolution are configured the same way as for other types. For details, see Tutorials｜CAAC AI - Crescendo AI.

Q: Can I create multiple AI Agents?

A: Yes. Each AI Agent has independent settings and its own lifecycle, and can be managed separately based on brand, department, or service needs.

Q: Why can’t I enable the AI Agent?

A: If no knowledge base or service is connected (such as OpenAI, Chatbase, or a custom knowledge base), the AI Agent cannot be successfully enabled. Please complete the integration settings before trying again.

Q: Can I edit the settings after enabling?

A: No. Once the AI Agent is enabled, its settings cannot be modified. If you need to make changes, please disable the AI Agent first, then update the settings.

Q: What happens if no routing conditions are configured?

A: The system will display a reminder in the interface: “The AI will not automatically route conversations.” Please ensure that at least one routing condition has been configured.