Using multiple AI agents across different websites

If your business manages multiple websites, brands, or audiences, using separate AI agents for each one helps deliver more accurate and relevant customer support. Each AI agent can have its own dedicated knowledge sources, custom skills, and behavior tailored to a specific website or use case.

In Text, you can create and manage multiple AI agents from Team → AI agents. By combining dedicated knowledge sources, Custom Skills, and Chat routing rules, you can ensure that every visitor is connected to the right AI agent for their needs.

What are multiple AI agents?

Multiple AI agents are separate AI assistants configured for different websites, audiences, or workflows in Text. Each AI agent can have its own knowledge sources, Custom Skills, and chat routing setup, helping it provide more accurate and context-aware support.

Using multiple AI agents helps you:

• Deliver website-specific answers

• Separate workflows by product or audience

• Customize communication styles

• Improve response accuracy

• Reduce manual chat triage

For example, you can:

• Create separate AI agents for different websites or product lines

• Assign unique knowledge sources containing only relevant content

• Customize skills and responses for each audience

• Automatically route chats based on website domains or URLs

Using AI agents this way helps maintain consistent, context-aware conversations and improves the customer experience across all your websites.

How are AI agents assigned to conversations?

AI agent assignment depends on your team setup and Chat routing rules.

When you create a new AI agent:

• It is automatically assigned to the Chatting team

• It stays in the Chatting team unless the AI agent is deleted

• You can assign AI agents to different teams in the Teams section

• Chat routing rules determine which team receives incoming conversations

• Once a conversation is routed to a team, the available AI agent within that team can handle it

Each AI agent can handle up to 500 concurrent chats, meaning it can manage 500 active conversations simultaneously.

Create multiple AI agents in Text

You can create and manage AI agents from Team → AI agents in Text.

Step 1: Create a new AI agent

Open Team → AI agents and create a separate AI agent for each website, brand, or workflow.

For example, you might create:

• A sales AI agent for your ecommerce website

• A support AI agent for your Help Center

• A multilingual AI agent for regional websites

• A lead generation AI agent that collects contact details

Step 2: Configure the AI agent

Each AI agent can have its own:

• Name and avatar

• Tone of voice

• Custom instructions and behavior

• Response length

• Knowledge sources

• Custom Skills

• Assigned team

• Supported languages

Keeping each AI agent focused on a specific audience improves answer quality and reduces irrelevant responses.

Why use separate knowledge sources?

A dedicated knowledge source ensures the AI agent only answers questions related to its assigned website or audience.

Using separate knowledge sources helps:

• Improve AI answer accuracy

• Prevent unrelated responses

• Keep product information organized

• Create more consistent customer experiences

For best results:

• Add only content relevant to that website

• Remove outdated documentation

• Keep articles organized by topic or product

• Enable auto-update to keep knowledge sources accurate when your website content changes frequently

Step 3: Assign chat routing rules and start accepting chats

After configuring the AI agent, set up Chat routing rules to direct incoming conversations to the appropriate AI assistant.

Add Custom Skills to each AI agent

Custom Skills allow you to tailor how each AI agent behaves during conversations.

You can manage skills in:
Team → AI agents → Skills

What are Custom Skills?

Custom Skills are automated workflows for AI agents that trigger when the AI agent detects a specific customer intent, keyword, context, page, location, or time-based condition. They let the AI agent go beyond replying by taking actions such as collecting details, sending messages, routing chats, tagging conversations, updating customers, or creating tickets. 

In short, they help teams automate support and sales processes in plain language, reduce manual work, and deliver faster, more consistent customer experiences.

Examples of Custom Skills include:

• Product recommendation guidance

• Troubleshooting workflows

• Lead qualification instructions

• Escalation handling

• Language-specific communication

Create Custom Skills for different websites

Different websites often require different communication styles and workflows.

For example:

• An ecommerce website may need product recommendations and sales-focused skills

• A Help Center may need troubleshooting and support workflows

• A SaaS dashboard may require onboarding and account guidance

• A regional website may need multilingual communication support

Using separate Custom Skills for different AI agents helps create a more personalized customer experience across websites.

Route chats to the correct AI agent

After creating your AI agents, use Chat routing rules to automatically assign conversations to the correct one.

What are Chat routing rules?

Chat routing rules automatically assign incoming chats to a specific team based on conditions such as the page URL, website domain, or customer location (country). This helps ensure visitors always interact with the most relevant AI agent.

Set up Chat routing rules

Step 1: Open routing settings

Go to Settings → Routing → Chat routing in Text.

Step 2: Create routing conditions

Set conditions based on:

• Page URL

• Website domain

• Customer location (country)

For example:

• Chats from a support domain can route to a support AI agent

• Chats from an online store can route to a sales AI agent

Step 3: Choose the team

Choose the team that should receive chats matching the routing conditions. The AI agent assigned to that team will handle those chats.

Step 4: Test the routing setup

Open each website and confirm conversations are routed to the correct AI agent.

Troubleshooting AI agent routing issues

Chats are routed to the wrong AI agent

Review your Chat routing rules and verify:

• Domains are configured correctly

• URL conditions match the correct pages

• Rule priority is set properly

AI responses contain unrelated information

Check the assigned knowledge source and remove content unrelated to that website or workflow.

AI responses sound inconsistent

Review your Custom Skills and Custom instructions to ensure the tone and behavior are aligned across conversations.

What’s next?

Using multiple AI agents helps you scale support across websites, brands, and audiences while keeping conversations relevant and personalized. Combining dedicated knowledge sources, Custom Skills, and Chat routing rules improves the customer experience and reduces manual support work.

Now that your AI agents are set up, you can further customize how they respond, route conversations, and access information across your workspace.

1. To configure AI behavior, instructions, and response settings for each AI assistant, learn more about AI agents in Text.

2. To personalize workflows and communication styles for different audiences, see how to create and manage Custom Skills. 

3. To automatically direct conversations to the correct AI agent based on website domains, URLs, or customer location (country), learn how to configure Chat routing rules.

4. To organize teammates and control how chats are assigned within each team, learn more about team management.