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Frequently Asked Questions About AI Agents
9 min
Created by Maria Malheiro on 11/9/2026 2:53 PM
Updated by Maria Malheiro on 11/10/2026 9:57 AM

1. AI Agent Configuration

1. What are AI Agents?

AI Agents are configured on the Zenvia Customer Cloud platform to automate interactions and handle conversations according to the instructions, knowledge, and tools defined by the organization.

2. Where can I access AI Agents?

Go to Zenvia Customer Cloud > AI Agents.

3. What is the System prompt?

It is the set of instructions that defines the agent's behavior, role, objectives, communication style, and how it should respond to users.

4. What are Guardrails?

They are guidelines and restrictions that help guide the agent's behavior and establish boundaries for its responses and actions.

5. Can I have different AI Agents within the same organization?

Yes. You can configure different agents for specific needs, such as support, customer service, or conversation classification.

2. Knowledge Bases

6. What is a knowledge base?

It is a collection of information made available to an agent to help it answer users' questions based on the provided content.

7. Why should I configure a knowledge base?

It allows the agent to access relevant information when responding to requests, keeping its answers aligned with the content provided by the organization.

8. Can I create more than one knowledge base?

Yes. You can organize different knowledge bases according to the topics or contexts you want to make available to agents.

9. Can an agent use information from a knowledge base?

Yes. Knowledge bases can be associated with agents to provide reference information during conversations.

3. Tools

10. What are Tools in AI Agents?

They are resources that expand an agent's capabilities, allowing it to perform actions or access external features, depending on the available configuration.

11. What is the difference between a knowledge base and a tool?

A knowledge base provides information for the agent to consult. A tool allows the agent to perform an action or interact with another resource or system.

12. Can I configure tools for different agents?

Yes. Tools can be configured according to each agent's needs and objectives.

13. What should I consider when configuring a tool?

Check the required parameters, input information, permissions, and expected behavior of the configured integration or action.

4. Session Management

14. What is Session Management?

It is the feature related to managing the context and continuity of the agent's interactions during conversations.

15. Why is Session Management important?

It helps organize interaction context and define how conversation information is considered throughout the service interaction.

16. Is Session Management the same as Conversation History?

No. Session Management is related to the context and continuity of interactions. Conversation History allows you to view records of conversations handled by agents.

5. Routing

17. What is conversation routing?

It is the feature that allows you to define which AI agent will handle each new conversation based on rules and criteria configured on the platform.

18. How do I access Routing?

Go to Zenvia Customer Cloud > AI Agents and click Routing.

19. How do I create a routing rule?

On the Routing screen, click Create rule +, fill in the requested information, and click Confirm.

20. What information can I configure in a routing rule?

You can configure the rule name, the criteria it applies to, the destination agent, and the agent version to be used.

21. How does rule priority work?

Rules are evaluated from top to bottom. The first rule whose conditions match the new conversation is used to determine which agent will handle it.

22. What happens when a conversation matches more than one rule?

The first matching rule in the list is applied. Subsequent rules are not considered for that conversation.

23. What is the difference between selecting a version by tag and selecting a fixed version?

  • By tag: Publishing a new version associated with the tag allows the version used by the rule to be updated without editing the rule.

  • By fixed version: The rule remains tied to the selected version.

24. Can I change a rule's priority?

Yes. Use the Move up and Move down options in the Actions column to reorder the rules.

25. Can I edit or delete a routing rule?

Yes. In the Actions column, select Edit to modify a rule or Delete to remove it.

26. What does the "Handling" status mean?

It indicates the current status displayed for the rule on the Routing screen.

27. What is the "Discard changes" button for?

It allows you to discard modifications made to the routing configuration. When disabled, it indicates that there are no pending changes to discard at that moment.

6. Conversation History

28. What is Conversation History?

It is the feature that allows you to view conversations handled by your organization's agents.

29. How do I access Conversation History?

Go to Zenvia Customer Cloud > AI Agents and click Conversations.

30. How can I find a specific conversation?

Use the Search by contact field to find conversations associated with the contact you entered. You can also combine the available filters.

31. Which filters are available in Conversation History?

You can filter conversations by contact, agent, channel, and time period.

32. What does the "All agents" option mean?

It allows you to view conversations from all agents. When you select a specific agent, the search is limited to conversations handled by that agent.

33. What does the "All channels" option mean?

It allows you to view conversations from all channels. When you select a specific channel, the search displays only conversations handled through that channel.

34. Can I view conversations from a specific time period?

Yes. Use the time period filter, such as Last 7 days, to narrow down the results by date.

35. What information is displayed in the conversation table?

The table displays the following information:

  • Start: date and time when the conversation started.

  • Contact: contact associated with the conversation.

  • Agent: AI agent responsible for the conversation.

  • Channel: channel through which the conversation took place.

  • Actions: actions available for the conversation record.

36. What does the message "No conversations found for this period" mean?

It means that no records matching the selected filters were found. Try extending the time period or clearing the filters to perform a new search.

7. General Questions

37. Can I use Routing and Conversation History together?

Yes. Routing directs new conversations to agents, while Conversation History allows you to view the conversations they have handled.

38. What is the difference between an agent, a routing rule, and a tool?

  • Agent: responsible for handling conversations based on its configured instructions and knowledge.

  • Routing rule: determines which agent receives a new conversation based on established criteria.

  • Tool: allows the agent to perform actions or access other resources according to its configuration.

39. How can I improve conversation management?

Configure agents with clear objectives, organize knowledge bases, define the necessary tools, and keep routing rules ordered according to the desired priority. Use the history filters to find and review conversations.