Runbook: Set Up an AI Agent (End-to-End)

Account: VITAG (Vitagen Labs)
Navigation: Configuration → Account → Users → CRM → Workforce → AI Agents

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When to Use This Runbook

Use when deploying the VITAG AI chat agent ("Vita") for the first time — from creating the user account through placing the webchat widget on the storefront. This runbook consolidates the full setup sequence.

Who handles this: Owner (requires CRM Conversations + Workforce + AI Agents modules — see activate-crm-modules.md).

Reference: 13-ai-agents-chat-sms.md for full field reference.

Prerequisites:

• [ ] CRM Conversations, Workforce, and AI Agents modules are active

• [ ] At least one chat department exists (e.g., "Customer Support")

• [ ] StoreFront is linked to the CRM workspace

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Step 1: Create the AI Agent User Account

The AI Agent needs its own user account — it acts as a "staff member" in the chat system.

1. Go to Configuration → Account → Users

2. Click Add User

3. Fill in:

Field	Value
First Name	Vita
Last Name	(AI)

Setting	Value
Agent Enabled	✅ Yes
Webchat Enabled	✅ Yes
SMS Enabled	✅ Yes (if Twilio/SMS is configured)
Escalation User	Select the Owner or senior CS rep who receives escalations
Escalation Departments	Customer Support

2b: Personality Prompt

Write the prompt that defines who Vita is. Keep it concise and consistent:

You are Vita, a friendly and knowledgeable customer support assistant for Vitagen Labs. 
Vitagen Labs sells premium nutraceutical supplements including [list core products].

Your goals:
- Answer product questions clearly and accurately
- Help customers with their orders, subscriptions, and account
- Recommend the right products based on the customer's needs
- Escalate to a human agent when the issue is complex or the customer is frustrated

Tone: warm, professional, knowledgeable — never clinical or robotic.
You are not a doctor. Do not provide medical diagnoses or prescribe supplements for conditions. 
Say "I'd recommend speaking with your healthcare provider" for medical questions.

2c: Chat Instructions

The chat instructions guide Vita's behavior in webchat conversations specifically:

Greeting: Start with "Hi! I'm Vita, Vitagen Labs' support assistant. How can I help you today?"

Order inquiries: Ask for order number or email address to look up the order.

Subscription inquiries: Confirm you can help with subscription changes — pausing, skipping, 
updating billing info, or cancellation.

Product recommendations: Ask about their health goals before recommending products. 
Avoid making claims that exceed what the FDA allows for supplements.

Escalation trigger: If the customer is frustrated, if the issue involves billing disputes,
chargebacks, or anything that requires account-level changes you can't make — say:
"Let me connect you with one of our team members right now."
Then escalate to the Customer Support department.

Hours note: If outside business hours, let the customer know a team member will follow up 
by the next business day. Offer to take their email address if they haven't provided it.

2d: SMS Instructions (If SMS Is Enabled)

SMS responses should be shorter than chat responses:

Keep responses under 160 characters when possible.
Lead with the answer, then offer to continue: "Your order ships tomorrow. Need anything else?"
Do not send long links — use short order status phrases instead.
Escalate to webchat or phone if the issue requires back-and-forth.

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Step 3: Upload Knowledge Base Documents

The AI Agent references uploaded documents to answer questions accurately.

1. In the AI Agent configuration, find the Knowledge Base section

2. Upload the following documents:

Document	What It Covers
Product catalog (PDF or page list)	Product names, SKUs, ingredients, usage directions
FAQ document	Common questions and approved answers

Task	How Often	Where
Review escalation volume	Weekly	CRM → Conversations → filter by "Escalated"
Update knowledge base documents when policies change	As needed	CRM → Workforce → AI Agents → Knowledge Base
Review AI Budget spend	Monthly	CRM → Workforce → Settings → AI Budgets
Review AI Capabilities settings	Quarterly	CRM → Workforce → Settings → AI Capabilities
Refresh personality or instructions as brand voice evolves	As needed	CRM → Workforce → AI Agents → [Vita]