Setting up the Sales AI Agent raises many practical questions. This article covers the most common ones: from configuring guidance and setting up email forwarding correctly, to controlling which products the agent handles and how it behaves with your own team.

Does the agent need a dedicated form to respond to inquiries?

No. The agent works best as the first point of contact for new leads and can handle both website forms and direct email inquiries.

Do I need to create a separate email address, or can I use an existing shared inbox?

You can use an existing address, but a dedicated email for the agent keeps things cleaner. Think of the agent as another member of your team — giving it its own address separates the leads it manages from your normal day-to-day inbox, making it easier to track what the agent is handling.

I've set up email forwarding, but haven't received the verification email. Where is it?

The verification email won't arrive in your personal inbox. Because you're forwarding to the OfficeRnD receiving address, it is routed into the AI Hub instead. Open the Flex Admin Portal, go to AI Hub > Conversations, and open the verification thread there. Click the confirmation link from within that conversation.

What happens if a lead replies to a message the agent sent?

As long as email forwarding is active, the reply is routed back through the AI Hub automatically. The agent reads the new message, retains the context of the previous conversation, and generates a relevant follow-up. No manual routing is needed.

How do I stop the agent from replying to my own team?

Use the Domains to Ignore field in Settings. Add your company's domain (for example, @yourspace.com), and the agent will recognize those addresses as internal. In Shadow Mode, the agent still tracks those messages for context but does not send automated replies.

Can I use property placeholders in my guidance, for example, {{contact.name}}?

Yes, guidance sections support property placeholders. Note that these are not OfficeRnD system values — they reference fields from your website form or inquiry source. They are optional and only work when the relevant field is included in the incoming inquiry.

What is the best practice for setting up guidance?

The Sales AI Agent comes with preset baseline guidance out of the box. Use it as your starting point, and adjust the rules that don't align with your space, products, or sales process. You don't need to write guidance from scratch; only override what actually needs to change.

Can the agent respond in different languages?

Yes. You can instruct the agent to respond in a specific language through your Base Guidance. Results may not be 100% accurate in all languages, so test responses before going live.

Can I set the agent to always display prices in my local currency?

Yes. Add a currency rule to your Response Guidelines — for example: "Always display prices in GBP." The agent applies this rule to every response it generates.

Why does the agent respond so fast? It feels robotic.

By default, the agent can reply almost instantly. To make conversations feel more natural, set a response delay in Email Settings. A delay of 3 to 5 minutes gives the impression of a staff member reviewing the inquiry before replying.

Can I use the agent for only 1 product type, for example, Hot Desks only?

Yes. In the Settings tab, use the Active for Products filter to specify which products the agent is authorized to handle. If a lead enquires about a product not on that list, the agent stays in Listen or Shadow mode, and your team takes over.