How to create and test AI agents for your automations

On the AI Brain page you create AI agents: named assistants with their own personality and instructions, like a sales assistant or a support agent. Your automations use these agents to reply to customers. You can test each agent in a chat before you use it.

Before you start

Finish your brand setup, so the AI knows your shop. See Set up your brand.
Your role needs access to AI Brain. To create, edit or delete agents you need write access. Owners and admins have both by default.

Steps

Create an agent

Go to Overview → AI Brain.
Open AI Brain (1) from the sidebar, click New (2) and type a Name (3).
Under Your agents, click New (or Create your first agent if the list is empty).
Type a Name, for example "Sofia". Customers may see this name.
Under Persona & instructions, click a template to start: Sales assistant, Support agent, Order helper or FAQ answerer. Or write your own.
Pick one of the four templates under Start from a template (1).
Change the text to fit your shop: what you sell, how to talk, what to avoid.
Click Create agent. You'll see "Agent “Sofia” created".

Test the agent

Select the agent in Your agents.
Click Test in chat.
Type a message the way a customer would, for example "Do you have this in red?", and read the reply.
Your test message (1) and the agent's reply (2).
Not happy? Go back, change the instructions, click Save changes and test again.

Use the agent in an automation

Go to Automate → Automation → Automations and open or create an automation.
Add the Use AI brain step.
Pick your agent. You can also create or edit agents right there in the AI agents window, then click Use this agent.

See Automations for the full guide.

Delete an agent

Select the agent and click Delete.
Confirm. Automations using it would stop replying, so EcomUp won't delete an agent that an automation still uses.

Tips

Watch the length label next to the instructions. Brief means add more detail. Healthy is the sweet spot (about 15–300 words). Long means think about trimming. Too long means you're over 1,200 words and can't save.
Write instructions like you'd brief a new shop assistant: who they are, how to greet, what to recommend, when to ask for a phone number.
Make one agent per job. For example, one for sales and one for after-sales questions.
Your everyday Messenger, Instagram and WhatsApp replies follow your brand setup and policies. See Set up the AI Brain.
Keep your first agent. EcomUp's inbox AI is linked to the oldest agent in your list.

Troubleshooting

"This agent is used by 1 automation (…). Remove it from that automation first, then delete the agent."

Open the automation named in the message, pick a different agent (or remove the step), save it, then delete the agent.

"Persona & instructions must not exceed 1200 words"

Your instructions are too long. Cut repeated points and keep only what the agent really needs.

"Failed to create agent" or "Failed to save agent"

Make sure the Name isn't empty, then try again. If the button is greyed out, your role may not be allowed to edit agents.

"Test failed"

The test reply couldn't be made. Wait a moment and send the message again.