Agents

Explore Agents panel in light mode — Explore Agents — the side panel that lists every internal agent in your tenant

Explore Agents panel in dark mode — Explore Agents — the side panel that lists every internal agent in your tenant

Agents are internal AI assistants your team uses inside the platform. They search transcripts, summarise conversations, run reports, draft flows, schedule background work, and generally let you point natural language at the product instead of clicking through menus. They never face customers — for customer-facing AI, build a Flow.

Where agents live

Internal agents are not on the Flows page anymore — they’re surfaced through four fixed buttons at the bottom-right of every page:

Button	What it opens
Chat with Agent	The chat panel for whichever agent you last used.
Chat History	Past chat threads, searchable and resumable.
Explore Agents	The list of every agent in your tenant, plus the + button to create a new one.
Scheduled Agent Tasks	Background jobs you’ve handed off to agents (e.g., “every Monday, summarise last week’s flagged transcripts”).

The Explore Agents panel slides out from the right and shows each agent with its name, one-line description, and a kebab menu (⋮) for edit / delete actions.

Talking to an agent

Click any agent to open the chat pre-targeted at that agent, or click Chat with Agent to resume the last-used agent. Send a message; the agent uses its configured prompt and functions to respond.

The redesigned agent chat — The agent chat, redesigned into a full-page workspace

The chat is a full-page workspace: an agent picker in the top-left switches between your agents without leaving the page, History (top-right) reopens earlier threads, and the compose bar supports text, voice (speech-to-text), and file attachments. Replies render Markdown (headings, bullets, tables, links), and when a visual helps, the agent renders artifacts inline: tables, charts, flow graphs, PDFs, and decks.

Creating an agent

Click the + button at the top of the Explore Agents panel (or navigate to /Agents/New). The editor opens to the Prompt tab.

Configuring an agent

Agent Prompt tab in light mode — Agent details — the Prompt tab where role, instructions, and suggested messages are defined

Each agent has five tabs.

Prompt

The system instructions that define the agent’s role, capabilities, and behavior. Includes:

Name — shown in Explore Agents and the breadcrumb.
Description — one-line summary, also shown in Explore Agents.
Model Type — pick the model variant. Fast (lower latency, lighter reasoning) vs reasoning-tier (slower, deeper).
Prompt — rich-text editor for the agent’s instructions. Supports headings, bullets, bold/italic.
Suggested Messages — clickable starter prompts shown when a user opens a fresh chat. Each suggestion has a label (what the user sees) and a prompt (what gets sent).

A workable structure for the prompt:

Act as a <ROLE> within our AI contact center platform. You will help internal staff <PURPOSE>.

Workflow & Capabilities
- <capability 1>
- <capability 2>
- <capability 3>

Steps for <COMMON TASK>
1. Call <toolA> to gather…
2. Call <toolB> to filter…
3. Return a short summary.

Formatting
- Use Markdown headings and bullets
- Keep responses brief
- Never return raw data dumps unless requested

Use direct verbs (“must”, “will”) instead of suggestions (“should”, “can”). Agents follow declarative instructions more reliably than aspirational ones.

Functions

Pick which JS functions the agent can invoke. Click Add Functions to open the picker, then select the functions to grant. Each enabled function becomes a tool the agent can call during a conversation. Common picks for a Conversation Analyst Agent:

listTranscripts, countTranscripts — search and count.
getTranscriptReport, getReadableTranscript — inspect.
getTagsForTranscript, setTagsForTranscript — read and write tags.
searchDocuments — ground in playbooks and SOPs.

The fewer functions you enable, the more predictable the agent’s behaviour. Resist the urge to grant every function “just in case” — every extra function adds reasoning load.

Memory

Long-lived facts the agent should always know. Add entries for things like “the company’s fiscal year ends in March”, “our SLA is 24 business hours”, “we never discount more than 10% without manager approval”. Memory entries persist across every chat and apply to every conversation the agent has.

Variables

Static parameter values that the enabled functions require. When you add a function that needs configuration (an API key, a tenant ID, a base URL), that requirement surfaces here so you can supply the value once instead of per-call.

Branding

PDF and PowerPoint export styling for agents that produce documents. Set a company name, primary/secondary colours, upload a logo (PNG/JPEG/SVG ≤ 2 MB), and optionally write free-form logo-usage instructions (“logo top-right, page 1 only”). Leave blank to use platform defaults.

Scheduled agent tasks

Agents can also run on their own, with no manual kickoff. Scheduled agent tasks turn any internal agent into a recurring job: daily review passes, routine checks, regular reports.

Editing a scheduled agent task — Scheduled agent tasks: editing a scheduled task

Open Scheduled Agent Tasks (bottom-right of every page) and click New task. Each task has:

Base agent: the internal agent that runs. Locked once the task is created.
Name: what the task is called in the list and in past runs.
First message: the prompt the agent receives at the start of every run. Write it like a standing work order: what to do, what a good run leaves behind, and where the boundaries are.
Schedule: repeat cadence and one or more times of day.
Active: the on/off switch. Runs start once the task is initialized and active.

Use Run now to trigger a run immediately (useful while tuning the first message), and View past runs to audit what each run did.

Pair a scheduled task with Issues: a daily review task that files its findings as issues and proposed changes leaves your team an actionable queue each morning, with a human approval gate before anything is applied.

Use cases

Agent purpose	Functions typically enabled	Notes
Conversation Analyst	`listTranscripts`, `countTranscripts`, `getTranscriptReport`, `getTagsForTranscript`, `setTagsForTranscript`	QA and reporting.
Flow Builder	`searchFlows`, `createFlow`, `createState`, `editState`, `createTransition`	Drafts flows from a natural-language brief.
Campaign Reporter	`listOutboundCampaigns`, `getCampaignStats`, `searchTranscripts`	Pull-the-numbers reports on outbound results.
Knowledge Curator	`searchDocuments`, `listFaqs`, `createFaq`	Find gaps in your knowledge base and propose new FAQs.

Agents vs Flows

	Agent	Flow
Who talks to it	Your team, inside the platform.	Your customers, on a channel.
Surface	Chat panel (bottom-right).	Voice, SMS, email, web chat, etc. via a Point of Contact.
Logic shape	Single prompt + tool list.	Stateful graph with transitions, events, and per-state thoughts.
Published?	Always live for everyone in your tenant.	Has draft and published versions.
Testable how	Just chat with it.	Chat sandbox + Test Scenarios.

If you’re not sure which to build: would a customer ever talk to this? If yes, build a Flow. If only internal staff, build an Agent.

Functions and events

Authoring the JS functions agents call.

Flows

Customer-facing equivalent.

Documents

Ground your agents in real source-of-truth content.

Schedule

When the tenant is open — relevant for scheduled agent tasks.

Get Started

Monitoring

Building & Managing Flows

Docs

Agent

Outbound

Integrations

Settings

Where agents live

Talking to an agent

Creating an agent