The Agents dashboard lets you manage your HighLevel AI agents — their system prompts, conversation goals, voice settings, and knowledge bases. Better-configured agents book more appointments and qualify more leads.
Navigate to CRM → Agents in the sidebar.
Agent List
The agent list shows all synced HighLevel agents:
| Column | Description |
|---|
| Agent name | The agent’s display name |
| Status | Active or paused |
| Performance score | Composite score based on conversation outcomes |
| Conversations | Total conversation count |
| Booking rate | % of conversations that result in appointments |
| Last active | Most recent conversation timestamp |
Configuring an Agent
Prompt Editor
The system prompt is the most important configuration. It tells the agent how to behave, what to say, and what goals to pursue.
What a good prompt includes:
You are a sales assistant for [Company Name]. Your primary goal is
to qualify leads and book discovery calls.
QUALIFICATION CRITERIA:
- Company size: 50+ employees
- Industry: SaaS, fintech, or healthcare
- Budget: $5K+ monthly marketing spend
- Timeline: Looking to start within 3 months
CONVERSATION FLOW:
1. Greet warmly and ask what brought them to the site
2. Ask about their current challenges with [topic]
3. Qualify using the criteria above
4. If qualified, offer to book a 15-minute discovery call
5. If not qualified, share a relevant resource and offer email follow-up
TONE: Professional but conversational. Use their first name.
Never be pushy. If they say no, respect it gracefully.
ESCALATION: Hand off to a human if:
- They ask about pricing specifics
- They mention a competitor by name
- They express frustration
- The conversation exceeds 10 exchanges without progress
- Too vague — “Be helpful and answer questions” gives the agent no direction
- No qualification criteria — The agent can’t tell good leads from bad ones
- No escalation rules — The agent tries to handle everything, including things it shouldn’t
- Too rigid — Over-scripted prompts make conversations feel robotic
Goal Settings
Goal fields are part of the agent’s entity form, so AI chat can refine them alongside the system prompt using your brand guidelines and ICP context:
- Agent Personality — Who the agent is and how it behaves (e.g., “You are a friendly, professional sales assistant”)
- Agent Goal — Primary objective (e.g., “Book discovery calls with qualified leads”)
- Additional Information — Business rules, hours, escalation guidelines, examples
Use the AI chat to refine goal fields — say “improve the agent personality to be more consultative” and the AI will suggest changes using your brand voice and ICP data.
AI-Powered Prompt Refinement
The agent editor includes an AI chat panel that can analyze and improve your configuration:
- Open any agent from the agent list
- Use the AI chat (right panel) to request improvements
- Quick actions provide one-click prompts for common optimizations:
- Objection Handling — Add responses for common pushback
- KB Alignment — Ensure the prompt references available knowledge base content
- Booking Optimization — Improve appointment conversion language
- Tone Calibration — Match the agent’s voice to your brand
- Review suggestions — AI highlights proposed changes in the form fields
- Apply — One click to accept all changes, then Save to persist
The AI has full context: your brand guidelines, ICP profiles, linked knowledge bases, and performance metrics. It uses refine_entity to suggest targeted improvements rather than rewriting everything.
Knowledge Base
The knowledge base gives the agent information to reference during conversations. Without it, the agent can only use what’s in the system prompt.
Adding knowledge sources:
- Click Add to Knowledge Base in the agent config panel
- Upload documents:
- PDFs — Product brochures, spec sheets, pricing guides
- Text files — FAQ content, competitive positioning, objection-handling scripts
- Add FAQ entries manually — question/answer pairs for common inquiries
- Link existing WisePilot content — connect assets from your content library
What to include:
- Product features and pricing (if the agent should discuss them)
- FAQ answers for your top 10 customer questions
- Competitive differentiators
- Case study summaries the agent can reference as proof points
Start with a focused knowledge base (top 10 FAQs) and expand based on what the
Conversation Intelligence report shows your agent struggles with. Adding too much irrelevant knowledge can confuse the agent.
Automated Insights
WisePilot continuously monitors and improves your agents:
- Nightly sync — Agent configurations, prompt versions, and conversation outcomes are synced from HighLevel automatically
- Daily quality scoring — Every conversation is evaluated against quality rubrics for response relevance, goal progress, and lead handling
- Daily snapshots — Per-agent performance metrics (booking rates, conversation volume, eval scores) are aggregated into daily snapshots for trend analysis
- Weekly prompt analysis — For agents with 50+ conversations in the past week, WisePilot analyzes conversation patterns and suggests prompt improvements every Monday
See Automation & Data Freshness for the full schedule.
Each agent’s detail view shows:
- Conversation volume — Daily/weekly/monthly trends
- Outcome distribution — Booked vs. qualified vs. lost (pie chart)
- Average conversation length — Number of exchanges per conversation
- Response quality score — How relevant and helpful the agent’s responses are (scored nightly)
- Escalation rate — How often the agent hands off to a human
| Metric | Healthy | Needs Attention |
|---|
| Booking rate | > 15% | < 5% |
| Qualification rate | > 40% (booked + qualified) | < 20% |
| Lost rate | < 30% | > 50% |
| Escalation rate | 5–15% | > 25% |
| Avg. conversation length | 4–8 exchanges | > 15 (agent may be looping) |
