Building Agents with Wayfinder

Wayfinder is your conversational assistant for building and customizing AI customer service agents. Instead of configuring complex settings manually, you can simply talk to Wayfinder to update your agent’s instructions, attach help articles, and add business tools.


┌────────────────────────────────────────────────────────────────────────┐
│                        AI Agent Studio (Split View)                    │
├───────────────────────────────────┬────────────────────────────────────┤
│     Agent Settings (Left)         │      Wayfinder Assistant (Right)   │
│                                   │                                    │
│ • System Instructions             │ 💬 "Make our support agent polite  │
│ • Voice: Friendly British         │    and helpful. When a customer    │
│ • Knowledge: Return Policy (PDF)  │    asks about shipping delays,     │
│ • Connected: Shopify & HubSpot    │    check tracking in Shopify."     │
│                                   │                                    │
│ (Updated automatically in seconds)│ ⚡ Great! I've updated the prompt  │
│                                   │    and enabled the tracking tool.  │
└───────────────────────────────────┴────────────────────────────────────┘

How to Build an Agent in 3 Steps

1. Describe What Your Agent Should Do

Open Agents → New Agent or launch Wayfinder. Type a short description of the agent’s purpose in your own words:

“I want an agent for our airline that helps passengers check flight status, baggage rules, and rebook flights during delays.”

2. Add Your Knowledge & Tools

Tell Wayfinder where to find your business information:

“Use our online FAQ at help.example.com”
“Attach our PDF cancellation policy”
“Allow the agent to look up customer tickets in Zendesk”

Wayfinder will automatically link the documents and configure the integrations.

3. Test Live in the Studio

Click Test Agent to start a live voice or text chat. You can talk directly to your agent through your microphone or type messages to verify its tone, answers, and tool lookups before making it live.

Helpful Prompts for Wayfinder

You can use Wayfinder at any time to improve an existing agent. Here are common prompts:

Goal	Example Prompt to Wayfinder
Change Tone	”Make our agent more empathetic and concise when dealing with angry customers.”
Set Boundaries	”Never give legal or tax advice; politely transfer those requests to a manager.”
Add Escalation	”If a customer asks to speak with a human 2 times, transfer them to the Tier 2 Support queue.”
Multilingual Support	”Enable Spanish and French support so the agent responds in the customer’s language.”

You can always fine-tune any field manually on the left side of the screen. Wayfinder and the manual settings stay synchronized in real time.

Deploying Your Agent

Once you are happy with how your agent performs in testing:

Go to Channels in the agent settings.
Select where you want your agent to answer customers:
- Website Chat Widget: Add the embed snippet to your website.
- Phone & Inbound Voice: Assign a phone number (Twilio or Genesys).
- Messaging Apps: Connect WhatsApp, Slack, or Email.

If you want to…	Read
Pick a natural AI voice	Voice Models
Connect your website or PDF documents	Knowledge Sources
Connect your CRM system	CRM Integrations
Practice calls before going live	Practice Calls