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Set up how your agent sells

How your agent sells lists the steps your agent follows with every customer. Each step has its own settings and rules, and a live preview shows what customers will see as you edit.

About 10 minutesLast checked Oct 19, 2026Open in your dashboard

What you need

  • An agent in your Cysora dashboard.

Open and edit a step

  1. 1

    Open the page

    In the sidebar, choose How your agent sells.

  2. 2

    Open a step

    Select a step to see what it does.

    The list of steps in How your agent sells, each showing its name, a short description and a Ready badge.
  3. 3

    Edit details

    Choose Edit details on the open step to change its settings. Edit the field you need (see below); the live preview on the right updates as you edit.

    An open step showing what it does and an Edit details button, beside the live preview.
  4. 4

    Save

    Choose Save step. The step closes and shows its updated summary.

What each kind of step controls

Step names vary by agent, but most processes use these kinds of step:

  • Find out what the customer needs: the questions the agent asks and the details it must collect before moving on.
  • Recommend products or services: How the agent chooses tells it how to match customers to options. It is the field with the most effect on recommendations. Field switches control which product details the agent can see and show.
  • Show a price or prepare a quote: how totals are calculated and which fields appear on the quote.
  • Next steps: the options that end the conversation, such as booking a call, signing up or paying, with guidance on when to offer each.

Additional rules on a step

Every step has Additional rules. Use them for instructions that only matter during that step, written as you would brief a new salesperson: short, specific, and with the reason when it isn't obvious.

Rules that should apply in every conversation, whatever the step, belong in Guardrails on Business info & rules instead.

Add, remove or reorder steps

Choose Customize above the step list to add, remove or reorder steps in this agent's flow. Some agents' steps can't be edited from this page; the page says so when that is the case.

Check it worked

  • The step's summary shows your change after Save step.
  • In Test your agent, a conversation that reaches that step behaves the new way.

If it doesn't work

Recommendations still miss what the customer asked for.
Check the catalog values and Use in recommendations switches first. Use Recommendations per reply for the number of options, and How the agent chooses for matching guidance. Test the same customer request again.
Customers drop off at the last step.
Read what the next step actually asks for. It may come too early or be unclear; adjust that step's guidance.

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