Урок 2. Создаем продукт и агента

Summary

The lesson demonstrates how to build a company and product, connect a CRM and messaging channel, and configure an agent to work with leads. The instructor uses a test setup called Training 2026, a Students product, and a test CRM account. Some interface and service names in the auto-generated subtitles may be inaccurate.

1. Create a company and product

Create a company in the admin section, then create a product under that company. Products are organized around a sales funnel. In the example, the product is for students, and its agents work with leads in that funnel.

Review the product’s stages and adjust their names or add stages to match the CRM process. The example stages cover:

• Unsorted leads
• An initial message sent
• An active dialogue
• Success, disqualification, or failure

Keep the funnel simple when possible. More detailed distinctions can be handled through agent logic or CRM reporting rather than adding unnecessary stages.

2. Connect and configure the CRM

1. Authorize the CRM at the company level.

   • Choose an available integration and grant it access to the CRM account.
   • Give the integration a clear name.
   • It can be disabled until needed; request-limit settings can generally remain at their defaults.

2. Configure the CRM connection within the product.

   • Select the company’s CRM integration.
   • Add the relevant CRM funnel, then map the product’s internal stages to CRM stages.
   • This mapping determines how changes to an agent dialogue’s status are reflected in the CRM.

3. Configure custom contact fields where needed.

   • If the CRM has fields such as a Telegram username, specify the exact field name and data type.
   • Correct names and types are important for importing and using contact information.

The example maps the agent’s dialogue stages to CRM stages such as “unsorted,” “message sent,” “dialogue started,” and “decision.” Some technical dialogue states may not need a CRM equivalent; map only the stages that should update the funnel.

3. Create an agent and connect a channel

Create an agent inside the product and specify which funnel stage it should take leads from. Multiple agents can be assigned different starting stages.

A messaging channel must be connected before the agent can communicate:

• Select or create the channel, choose its provider, and enter the required technical details.
• Configure the provider’s webhook so incoming messages can reach the platform.
• Attach the channel to the agent and decide whether it should accept incoming messages.

Incoming-message handling is useful for cases such as customer support, where the agent must respond to people who contact the business first.

Be careful when using the same channel across test and production environments. The instructor temporarily removes a test connection to avoid interfering with production.

4. Configure how dialogue status affects the funnel

The agent has dialogue states that can be mapped to product and CRM stages. Examples include:

• Initial: No message has been sent yet.
• Sent: A message has been sent, but delivery or a reply may not yet be confirmed.
• Started: The contact has replied, so a two-way dialogue has begun.
• Pending: The contact asked to continue later.
• Redirect: The contact provided another person or contact point for follow-up.
• Finished/success: The agent has reached its goal.

Map the states that should move a lead through the funnel. For example, a confirmed first message or a reply can update the corresponding CRM stage. A pending state can be mapped if the funnel has a suitable stage; otherwise, it can remain an internal dialogue state.

5. Set rules for stopping, muting, and handing off conversations

Configure when to stop pursuing a lead. One rule can handle leads who never reply, and another can handle leads who replied initially but later stopped responding. The instructor uses a three-day example for deciding when to move a silent lead to an ignored stage.

Decide whether to mute an ignored lead. If muted, a later message from that person will not automatically restart the agent’s responses.

Other useful controls include:

• Maximum response count: Set a limit to prevent runaway conversations, especially if the contact is another bot or automated account.
• Mute after a human manager sends a message: This helps prevent the human and agent from replying simultaneously. The agent can be re-enabled manually in the dialogue interface.
• Mute at selected dialogue stages: For example, mute the agent after success if further replies would be unwanted.

6. Improve response behavior

Settings can shape how natural and cost-effective conversations are:

• Split long messages into smaller parts when that better suits the agent’s style.
• Set a typing speed and pauses between message segments to avoid unnaturally fast replies.
• Include timestamps in the conversation context so the model can better interpret elapsed time.
• For products with multiple agents, decide whether one agent should see conversation history created by another. Shared history can provide useful context, but longer prompts may reduce performance.
• Add a delay before generating a reply so the agent can receive several consecutive messages and answer them together.
• A separate delay after generation is also available, though the instructor notes that waiting before generation is usually more economical.
• Enable redirect handling if the agent should end the current conversation and start a new one with a contact supplied by the lead.
• A non-targeted-use protection feature can stop the agent from spending tokens on irrelevant requests. The instructor cautions that it may misclassify borderline cases, so enable it according to the client’s needs and risk tolerance.

7. Configure outreach

Outreach means sending an initial or “cold” message to leads in the funnel who have not yet started a conversation.

• Turn outreach on or off independently of the agent’s general activity. An active agent can continue existing conversations even when outreach is disabled.
• Choose the stage from which leads should be contacted.
• Set any delay before outreach begins, such as waiting for another process to finish.
• Choose whether the first message should be sent immediately or only during a scheduled time window. Immediate sending is still subject to channel limits.
• Select the correct channel type and channel. Using the wrong type can prevent messages from being sent.
• Configure retries or delays between channels when a message is not delivered or confirmed. Multi-channel sequences may require different timing.

First messages can be:

• A prepared, reusable message, which avoids generating a separate message for every lead.
• A prompt-generated message when personalization is required.
• Custom text, a template, or a file such as an image, video, or voice message.

When multiple agents share a channel, a setting can preserve the appearance of one continuous conversation from the contact’s perspective.

Channel limits vary substantially. The instructor contrasts more limited personal Telegram accounts with channels such as bots or other providers that may allow higher-volume messaging. Outreach plans should account for the specific provider’s rules and capacity.

8. Models, classification, tools, and schedules

• Model choice and temperature affect consistency and creativity. Lower temperature generally produces more predictable responses; higher temperature allows more variation but may increase the risk of unsuitable output.
• Classification can detect information mentioned in conversation, such as a customer’s time zone or other relevant details.
• CRM fields can be configured so the agent can collect and save information such as a name, class, or phone number. Field names and data types must match the CRM.
• Additional tools can support client-specific scripts, triggers, calendars, and files that agents send in particular situations.
• Schedules can be configured separately for different activity types, including replies, outreach, and follow-up pings. For example, replies can be allowed at any time while new outreach is limited to business hours.

Topics deferred

The instructor says that prompts, dialogue trees, and pings will be covered in later sessions. Calendar setup and some advanced client-specific scripts are also deferred.

Speakers and sources featured

• Presenter/instructor: The video’s host, whose channel is Andrei Aksyontov.
• Attendee: One participant asks questions about muting the agent after a manager’s message and about time-zone behavior.
• Other speakers: No other clearly identifiable speakers are distinguishable in the subtitles.