Built-In Agents
Configure GudBot, TriageBot, and OnboardBot — the three AI agents that ship with GudDesk.
GudDesk includes three built-in agents that handle the most common support patterns. Each can be enabled, disabled, and configured independently.
GudBot — The First Responder
GudBot is the default agent that handles all incoming conversations. It reads the customer's message, searches your knowledge base, and responds with relevant information.
What GudBot Does
- Analyzes the customer's message for intent
- Searches your knowledge base for matching articles
- Responds with a summary and a link to the full article
- Asks if the answer was helpful
- Resolves the conversation if the customer confirms
- Escalates to a human if the customer says it didn't help
Configuration
Navigate to Settings > AI Agents > GudBot:
| Setting | Description | Default |
|---|---|---|
| Enabled | Activate GudBot for new conversations | On |
| Response style | Concise, Detailed, or Friendly | Friendly |
| Auto-resolve | Close conversations after confirmed resolution | On |
| Escalation delay | Seconds before offering human handoff | 30s |
| Fallback message | Message when no KB articles match | "Let me connect you with a team member." |
TriageBot — The Router
TriageBot analyzes conversations and routes them to the right team or agent. It works alongside GudBot — if GudBot can't resolve the issue, TriageBot decides where it goes next.
Routing Rules
Configure routing rules in Settings > AI Agents > TriageBot:
- Keyword-based: Messages containing "billing" → Billing team
- Customer-based: Enterprise customers → Account management
- Sentiment-based: Negative sentiment → Priority escalation
- Intent-based: Bug reports → Engineering queue
Example Rules
| Condition | Action |
|---|---|
| Message contains "refund" or "cancel" | Assign to Billing team |
| Customer plan = Enterprise | Tag as "High Priority" |
| Sentiment = Negative | Assign to Senior Support |
| Message contains "bug" or "error" | Tag as "Bug Report", route to Engineering |
OnboardBot — The Guide
OnboardBot activates for new users and proactively helps them get set up.
What OnboardBot Does
- Sends a welcome message when a new user signs up
- Checks in at key milestones (e.g., first widget install, first conversation)
- Suggests helpful resources based on where the user is in their journey
- Flags users who might be struggling to your customer success team
Configuration
Navigate to Settings > AI Agents > OnboardBot:
| Setting | Description | Default |
|---|---|---|
| Enabled | Activate for new users | On |
| Welcome delay | How long after sign-up to send the first message | 5 minutes |
| Check-in milestones | Trigger messages at specific events | Widget install, First conversation |
| Inactivity alert | Flag users inactive for N days | 7 days |
Agent Priority
When multiple agents are active, they process conversations in order:
- GudBot (first response, KB search)
- TriageBot (routing if GudBot escalates)
- OnboardBot (independent, only for new users)
You can change the priority order in Settings > AI Agents > Priority.