Setting up AI Agents feature via FlowHunt

Table of contents

• Integrating FlowHunt as an AI provider (separate article)
• Step 1 — Create an AI agent
• Step 2 — Create MCP token and connect it in your flow
• Step 3 — Trigger the AI agent from an automated rule
• AI Agents feature overview (separate article)

The AI Agents feature lets you create reusable AI-powered agents and trigger them on tickets via automatic rules. This article walks you through setting up an AI agent that uses FlowHunt as its AI provider. For a general introduction to the feature, see the AI Agents feature overview.

Note: Before you begin, your LiveAgent account must be connected to FlowHunt. If you have not done so yet, follow the Integrating FlowHunt as an AI provider guide first.

FlowHunt, our no-code AI automation platform, is a product of our company, Quality Unit, like LiveAgent. By utilizing our AI features with FlowHunt, we ensure data safety and offer priority support. For customers with active LiveAgent & FlowHunt subscriptions, our support team offers a full initial setup. If you're interested in our free setup service, feel free to contact us at support@liveagent.com.

Step 1 — Create an AI agent

An AI agent is the central configuration object. It tells LiveAgent which AI provider to call, which specific flow to invoke, and which actions the AI is allowed to perform on the ticket. You can create as many agents as you need — one per use case is a common pattern (e.g., one for auto-tagging, one for auto-resolving common FAQ tickets).

1. Navigate to Configuration > AI > AI Agents and click Create AI agent.
2. Enter a descriptive Name (e.g., Auto-classify inbound email). The name appears in rule actions and in the run log, so choose something that clearly identifies the agent's purpose.
3. Under Provider, select the FlowHunt integration you set up earlier.
4. Under Flow, choose which FlowHunt flow should process tickets for this AI agent. The dropdown lists all flows available in the connected workspace.
5. Under Allowed tools, select which actions the AI is permitted to take on the ticket. See the MCP Tools Reference for the full list of available tools.
6. Click Save.

Tip: Grant the AI only the tools it actually needs. For example, an agent whose sole purpose is to tag tickets does not need the Resolve ticket or Assign ticket tools. Keeping the tool list tight reduces the risk of unintended actions and helps conserve your credit budget.

Step 2 — Create MCP token and connect it in your flow

FlowHunt needs an access token and the address of LiveAgent's MCP server so that your flow can read ticket data and perform the allowed actions back in LiveAgent.

1. In LiveAgent, edit the AI agent you created in Step 1. Under the MCP Access Tokens section, click Generate token and copy the token. The token is shown only once and cannot be retrieved again afterwards.
2. Go to your FlowHunt account and edit the flow you wish to use. Click your AI Agent node and under Tools click Add Tool.
3. Search for and select the MCP Client tool.
4. Click Edit Servers and enter https://YOUR_ACCOUNT.ladesk.com/api/mcp as the MCP Server URL. Keep Transport as streamable_http, select Bearer Token in Authorization, and paste your token from the previous step.
5. Save and adjust the prompt of your flow so it performs the actions you need.

Note: Generated access tokens are valid for two years. If you keep using the same agent and flow for longer than that, rotate the token before it expires. All tokens for an AI agent are revoked automatically when the agent is deleted.

Step 3 — Trigger the AI agent from an automated rule

1. Navigate to Configuration > Automation > Rules (or Time Rules for time-based triggers) and click Create.
2. Set a Trigger for the rule — for example, Ticket is created, Message is received, or Tag is added to ticket.
3. Add any Conditions you need (e.g., only tickets in a specific department, or tickets with a particular subject keyword).
4. In the Actions section, click Add action and select Run AI agent.
5. In the action parameters:
   • AI agent — Choose the agent you created in Step 1.
   • Budget — Select which AI budget this run's tool calls should draw from. See the AI Budgets & Credits article for how budgets work.
6. Click Save rule.

From this point forward, every time the rule fires, LiveAgent will dispatch the selected AI agent against the matched ticket. The run executes in the background — no further manual steps are needed. To review runs, see Monitoring AI agent runs.