Overview

Your Agent’s objective defines what it should work toward during customer conversations.

A clear objective helps your AI Customer Agent guide conversations, apply relevant Strategies, and track progress toward the desired outcome.

Set your objective

Go to Agents and select the Agent you want to configure.

Open the Agent configuration, find the Sales Goal field, enter your objective, and save your changes.

You can also ask DealOnca to help you create or refine an objective based on what you want your Agent to accomplish.

Write a clear objective

Keep your objective specific and focused on an outcome.

A simple structure is:

Action + target customer + desired outcome

For example, instead of “Help customers,” use “Qualify inbound leads and schedule consultations.”

Instead of “Answer questions,” use “Answer product questions and guide interested customers toward a purchase.”

Connect your objective with your Agent setup

Your objective works together with the rest of your Agent configuration.

The objective defines what the Agent should accomplish. The playbook provides the process for reaching that goal, while the Agent’s tone determines how it communicates.

Knowledge provides the information the Agent needs, and Strategies give it additional guidance for specific customer situations.

When you change the objective, review these areas to make sure they still support the new goal.

Monitor objective progress

Open a customer conversation in Inbox to monitor how the conversation is progressing toward the Agent’s objective.

Objective progress in the conversation sidebar can help you understand whether the interaction is moving toward the intended outcome.

You can use this information alongside strategy analysis and conversation context when deciding whether the Agent should continue or whether you should take over.

Test your objective

After creating or changing an objective, test your Agent with Try Me.

Ask realistic customer questions and continue the conversation for several messages. Check whether your Agent naturally guides the customer toward the intended outcome without forcing the conversation.

If the behavior isn’t what you expected, refine the objective, playbook, Strategies, or Knowledge and test again.

Objective examples

For a professional service business, your objective might be “Qualify leads and schedule consultations.”

For e-commerce, it could be “Answer product questions and guide customers toward completing a purchase.”

For a local service business, you could use “Provide service information and book appointments.”

Choose an objective that clearly describes what a successful customer conversation should accomplish.