Agents
An agent is a configured AI worker that responds in a channel on behalf of your team. It combines instructions, approved knowledge, model behavior, tools, and deployment settings.
For customer support, an agent can answer common questions, use your support materials, ask clarifying questions, and route work for human review when the conversation needs judgment or approval.
Why it matters
Agents let you define how support work should be handled before the first conversation starts. You can give an agent a role, tone, boundaries, escalation rules, and the knowledge it should use.
Because agents are published and deployed, you can change a draft without immediately changing the live experience for visitors.
What shapes an agent
- Instructions that describe the agent's job and boundaries.
- Knowledge that grounds answers in your policies, product details, and support material.
- Tools or actions that are enabled for the agent.
- Review and escalation rules for sensitive or unresolved work.
- Deployment settings that decide which channel receives which published version.