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.
Add a FlowHunt AI agent to your library
Before creating an AI agent in FlowHunt, it is first required to add it to your FlowHunt agents library. Log in to your FlowHunt account and navigate to the Agents Library section. Search for "liveagent" to see all available template AI agents, and click the + button to add the desired one to your agents list, for example, "LiveAgent AI Ticket Triage & Categorization".
Users familiar with FlowHunt are welcome to create their own AI agents from scratch or by modifying a selected template agent.
This guide does not cover modifying FlowHunt AI agents. For such guides, please see our other articles and examples in our AI knowledge base category.
Create an AI agent in LiveAgent
Once an AI agent exists in FlowHunt, add it to your LiveAgent AI agents to perform actions in your account by navigating to Configuration > AI > AI Agents, and clicking the "Create AI Agent" button.
Enter a descriptive name of your AI agent for easy recognition in settings and other sections of the panel. The name appears in "Run AI Agent" rule actions, in the AI agent runs report, and in tickets' system messages that log the taken actions, so choose something that clearly identifies the AI agent's purpose.
Select your connected FlowHunt integration as the provider, and as a flow, choose the FlowHunt AI agent you created earlier.
Select the allowed tools - actions, which the AI is permitted to take within your LiveAgent account. See the MCP Tools Reference for the full list of available tools. Once all settings are set, click "Create".
Tip: It is recommended to grant each AI agent 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 save your credit budget.
Create an MCP access token
After creating the AI agent, is it required to provide FlowHunt with an access token and the address of LiveAgent's MCP server so it can read ticket data and perform the allowed actions back in LiveAgent.
First, still in the LiveAgent AI Agent section, click on the AI agent you recently created to edit it. Under the "MCP Access Tokens" section, click "Generate Token". Copy the token and save it for later use in FlowHunt.
The token is shown only once and cannot be displayed again afterwards.
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.
Next, go to your FlowHunt account > My Agents section, and edit the AI agent you created in the previous steps. Click on the AI Agent component, and under Tools, click to configure the "MCP Client" tool, and click "Edit Servers".
If your chosen template AI agent does not contain the "MCP Client" tool, please add it.
In the "External MCP Servers" dialog window, enter the MCP server URL of your AI agent (available in the agent's configuration window above access token) into the corresponding field. Keep the "Transport" setting set to streamable_http, select "Bearer Token" in the "Authorization" field, and paste the access token of your AI agent that you generated in the previous step.
Save both dialog windows, and click the "Publish Agent" button in the top right corner of your FlowHunt panel to publish the changes.
Set up an automated rule triggering the AI agent
As the last step, navigate in LiveAgent panel to Configuration > Automation > Rules (or Time Rules for time-based triggers), and create a new rule that will trigger the AI agent upon tickets.
Select whichever trigger and conditions to meet your requirements. For the rule action, choose "Run AI Agent". Select the AI agent you recently created, and attribute a budget from which this AI agent's tool calls should draw. For an explanation of AI budgets and credits, please see the AI Budgets & Credits article.
The "Run AI Agent" rule action can be combined with other actions in the same rule.
Save the rule, and you are done. 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 AI agent runs, see Monitoring AI agent runs.