Chat Agents

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Overview

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Create an Agent

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Step 1: Access Chat Agents

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Step 2: Create New Agent

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Write the Prompt

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What to Include:

1. Agent’s Role – Who is the agent? (e.g., “You are a friendly customer service representative for XYZ Company”)
2. Tone & Personality – Formal, casual, enthusiastic, empathetic, etc.
3. Goals – What should the agent accomplish? (qualify leads, book appointments, answer FAQs)
4. Tool Usage Instructions – Explicitly tell the agent when to use tools:

When a customer wants to book an appointment, call the book_appointment tool.
When you need to check inventory, use the check_stock tool.

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Attach Tools

Custom URL

Call any webhook to integrate with Zapier, Make, or your own custom API.Configuration:

1. Enter the webhook URL
2. Define the request method (GET, POST, PUT, DELETE)
3. Add any required headers or parameters
4. Map the response data to variables

Use Cases:

• Send lead data to your CRM
• Trigger automations in Zapier or Make
• Connect to third-party APIs
• Update external databases

Tool Library

Pick from ready-made tools that handle common tasks.Available Tools:Cal.com Integration:

• Cancel or Reschedule Booking – Cancel or reschedule a booking made in Cal.com
• Fetch Free Slots – Fetch free slots between two dates for a specific event type
• Get User Bookings – Get a list of bookings for a specific user so you can reschedule or cancel it

GoHighLevel Integration:

• Cancel or Reschedule Appointment – Cancel or reschedule a specific appointment to a later date
• Fetch Free Slots – Fetch a list of free slots for a calendar within a specific time range
• Find Or Create Contact – Find or create a contact to use for appointment booking and other functions
• Get Booked Appointments – Retrieve a list of booked appointments for a contact

Popular Tools:

• Book AI Callback – Allow agents to call users back at a later time
• Get Current Time – Get the current time for a given timezone in ISO 8601 format
• Send SendGrid Email – Integrate SendGrid to send emails directly from your agent
• Send Twilio SMS – Integrate Twilio to send text messages directly from your agent
• Solar Savings (US Only) – Calculate estimated savings of switching to solar based on monthly bill and address

The tool library is constantly growing. Check back regularly for new additions!

Calendar Booking

Connect to calendars so your agent can check availability and book appointments automatically.Currently Supported:

• ✅ GoHighLevel calendars
• ✅ Cal.com

Coming Soon:

• 🔜 HubSpot
• 🔜 Salesforce

What the agent can do:

• Check real-time availability
• Book appointments
• Reschedule existing bookings
• Cancel appointments
• Send confirmation messages

MCP Server

Connect to Model Context Protocol (MCP) servers for advanced integrations with thousands of apps and services.Two Setup Options:When you choose the MCP Server tool type, you’ll be prompted with two options:Option 1: Custom MCP Server Connect to your own custom MCP server (like Zapier MCP). Perfect for advanced users who want full control over their integrations.Option 2: Preset MCP Applications Choose from our curated list of preset MCP application servers. Quick setup with popular applications like Gmail, Google Sheets, Slack, and more.Using Preset MCP Applications:

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1. Select an Application

Choose an application from the preset MCP Application list (e.g., Gmail, Google Sheets, Slack, HubSpot, Salesforce, Airtable).

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2. Authenticate Your Account

Connect and authenticate your account with the selected application. Outbox AI will guide you through the OAuth flow.

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3. Choose Specific Tools

Select which specific tools from the application you want your agent to have access to. You have granular control over permissions.Example: For Gmail, you can give your agent access to:

• ✅ Create draft emails
• ❌ Send emails
• ❌ Read emails

This allows you to control exactly what actions your agent can perform.

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4. Agent Can Use Tools

Once configured, your agent can perform the selected tasks through the MCP server during conversations.

Using Custom MCP Server (Zapier):

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1. Visit Zapier MCP

Go to mcp.zapier.com and sign in with your Zapier account.

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2. Create New MCP Server

Click “Create New MCP Server” and select “Other” as the MCP Client type.

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3. Add Tools from 8,000+ Apps

Browse and select tools from Zapier’s extensive app library. Popular options include:

• Google Sheets – Search, create, and update spreadsheets
• Gmail – Send emails and manage inbox
• Slack – Send messages and create channels
• HubSpot – Manage contacts and deals
• Salesforce – Update records and create tasks
• Airtable – Query and update databases

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4. Connect Your Apps

Authenticate with the apps you want to use. Zapier will guide you through OAuth flows for each service.

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5. Get Server URL

Once configured, click “Connect” and copy the MCP server URL.

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6. Add to Outbox AI

Select “Custom MCP Server” and paste the server URL into the MCP Server field in your chat agent settings.

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7. Select Specific Tools

Choose which tools from your MCP server to make available to your chat agent.

Example Use Cases:

Google Sheets Integration

Search customer data during conversations:

• Look up customer information from spreadsheets
• Update appointment bookings in real-time
• Track conversation outcomes and lead quality

CRM Integration

Update customer records:

• Create new contacts during conversations
• Update deal stages based on chat interactions
• Add conversation notes and follow-up tasks

Communication Tools

Send follow-up messages:

• Email appointment confirmations
• Send Slack notifications to team
• Create tasks in project management tools

Advanced Features:

• Real-time Data Access – Query live data during conversations
• Multi-app Workflows – Chain actions across different services
• Custom Authentication – Secure access to your business tools
• Error Handling – Graceful fallbacks when tools fail

Pro Tip: Start with 2-3 essential tools and gradually add more as you become comfortable with MCP integration. Too many tools can slow down response times.

MCP servers provide a standardized way for AI agents to interact with external tools and data sources. With preset MCP applications, you can quickly connect popular services with granular tool selection. For advanced integrations, custom MCP servers like Zapier give you access to 8,000+ apps without custom development.

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Platform Integrations

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Available Channels:

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Triggers for Campaigns & Keyword Flows

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How Triggers Work:

1. Add a trigger word or phrase (e.g., “start”, “book”, “info”)
2. The agent only wakes up when the incoming message matches the trigger
3. Messages that don’t match the trigger are ignored by the AI

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Example Use Cases:

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Delay Settings

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Configuration:

• Minimum delay – The shortest time before the agent responds
• Maximum delay – The longest time before the agent responds
• The actual delay is randomized between these values

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Recommended Settings:

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Knowledge Base

File Upload

Drop files directly into the knowledge base—the agent will read and understand them.Supported Formats:

• 📄 PDFs
• 📝 Word documents (.docx, .doc)
• 📊 CSV files
• 📋 Plain-text files (.txt)
• 🔤 Markdown files (.md)

Best for:

• Product manuals
• Company policies
• FAQs
• Pricing sheets
• Training materials

Website Scrape

Paste any URL and Outbox AI will scrape the entire site into clean, AI-readable Markdown.Powered by Firescraper – Advanced scraping technology that handles:

• JavaScript-rendered content
• Multi-page sites
• Dynamic content
• Complex site structures

Best for:

• Company websites
• Product documentation
• Help centers
• Blog content
• Knowledge base articles

The scraper will follow links and capture the entire site structure, not just a single page!

Plain Text

Paste raw text directly into the knowledge base.

Best for:

• Custom instructions
• Quick reference information
• Company values and mission
• Temporary information
• Testing and prototyping

You can combine all three methods! Add files, scrape websites, and paste text for maximum coverage.

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Agent Settings

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Time Zone

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Model Selection

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Embed Code

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How to Use:

1. Copy the HTML snippet from the Embed Code section
2. Paste it into your website’s HTML, just before the closing </body> tag
3. The chat widget will appear on your site automatically

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Example Code:

<script
  src="https://app.getoutbox.ai/widget/chat.js"
  data-agent-id="6531f2d6-7067-458b-a782-2cae809a7dc6"
  data-open="false"
  async
></script>

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Branding Your Chat Widget

• Accent Color – Set the accent color for buttons, links, and interactive elements in the chat widget

1. Navigate to your chat agent’s settings
2. Open the Embed Code section
3. Use the accent color picker to select your brand color
4. Your embed code automatically updates with your branding preference
5. Copy the updated code and paste it into your website

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Demo Your Agent

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Share Options

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Website Embed Feature

1. Enter the client’s website URL in the Website Embed field
2. Share the demo link
3. When opened, the chat widget appears overlaid on the client’s website
4. This gives clients a preview of how the chat agent will look and function on their actual site

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Initial Message

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Example Initial Messages:

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Interrupt Mode

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How It Works:

1. ✅ The AI agent handles all conversations automatically
2. 👤 A human team member sends a manual message in GoHighLevel
3. 🛑 The AI agent is immediately interrupted for that contact
4. 🙋 The human takes over the conversation
5. 🤖 The AI stays silent unless manually reactivated

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When to Enable:

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Best Practices

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Troubleshooting

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Next Steps