Core Concepts
Understand the fundamental concepts behind Agent Rush.
Agents
An Agent is your AI-powered customer support representative. Each agent has its own:
- Personality: Tone, language style, and communication preferences
- Knowledge Base: Information it can use to answer questions
- Capabilities: Actions it can perform (check orders, book appointments, etc.)
- Channels: Where it's deployed (WhatsApp, website, etc.)
Tip: You can create multiple agents for different purposes - one for sales, another for support, etc.
Memory
Memory is what makes Agent Rush unique. Your agents remember:
Short-term Memory
Context within the current conversation - what was just discussed, customer's mood, immediate needs.
Long-term Memory
Persistent information across conversations - preferences, past issues, purchase history.
Memory is stored securely and can be configured per your privacy requirements. Customers can request their data be deleted at any time.
Conversations
A Conversation is an interaction session between a customer and your agent. Conversations contain:
- Messages: The back-and-forth exchange of text, images, or files
- Metadata: Channel, timestamps, customer info, agent assigned
- Status: Active, resolved, escalated, or waiting
- Sentiment: AI-detected customer mood throughout the conversation
Knowledge Base
The Knowledge Base is what your agent knows. You can add:
- Documents: PDFs, Word docs, text files with product info
- FAQs: Question-answer pairs for common queries
- URLs: Your help center, website pages, documentation
- Custom Data: API connections to your CRM, order system, etc.
Best Practice: Start with your top 50 FAQs and expand from there.
Actions
Actions are things your agent can do beyond just answering questions:
- Check Order Status: Look up orders in your e-commerce platform
- Book Appointments: Schedule meetings via calendar integrations
- Process Returns: Initiate return requests in your system
- Escalate to Human: Hand off complex issues to your team
- Custom Webhooks: Trigger any API endpoint you configure
Handoff
Sometimes customers need human help. Handoff is the process of transferring a conversation from your AI agent to a human team member. Agent Rush supports:
- Automatic Handoff: Based on sentiment, keywords, or complexity
- Customer-Requested: When they ask to speak with a human
- Agent-Initiated: When the AI recognizes it can't help
When handoff occurs, the human agent sees the full conversation history and customer context.